Genesys Cloud - Customer engagement category

Customer engagement

• Auto-termination for closed workitem statuses

Workforce engagement

• Activity plans for optimal workforce management scheduling

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Account management

• Multiple messenger deployment behavior update

Customer engagement

• Enhanced WebRTC Media Helper for VDI users
• Extended after call work timeout

Open platform

• Support for CX Cloud in VDI environment

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Customer engagement

• Barge-in capability for supervisors and administrators

Data, analytics, and reporting

• Enhanced agent status visibility for supervisors

Employee productivity

• Utilization labels for Click to Dial API

Open platform

• Genesys Cloud Voice phone number availability in LATAM countries
• Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce

Workforce engagement

• Real time update of gamification scores

Deprecation

• 2024 Genesys CIDR expansion and firewall requirements notification

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Account management

• Hourly interacting users billing option

Customer engagement

• Highlight markdown support in web messaging
• Outbound open messaging on behalf of a queue

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese
• Introducing digital performance monitoring views

Employee productivity

• Genesys Agent Assist available for Japanese language

Self service and automation

• Select multiple segments in knowledge article variations
• Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
• Introducing Architect Replay Mode
• Advanced Architect execution data capabilities for all flows

Workforce engagement

• Improved navigation between published schedules in the workforce management schedule editor
• Genesys Cloud Workforce Management work plan bidding

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Customer engagement

• Introducing the Queue routing performance view
• Generic SIP station support in cloud media
• Web tracking API public endpoint

Data, analytics, and reporting

• Improved native voice transcription accuracy for Arabic dialects

Deprecations

• Deprecation: Supervisor for iPad app
• Deprecation: Predictive Engagement support for ACD Web Chat 2.0

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Customer engagement

• Introducing Work Automation

Data, analytics, and reporting

• Topic miner German, Italian, and Portuguese language support

Employee productivity

• Introducing direct routing to dedicated users
• Introducing Genesys Agent Copilot

Open platform

• Dynamic documentation and trigger enablement for the Operational Console

Workforce engagement

• Manage time-off details in the workforce management Time-off Limits view
• Trade alternative shifts for enhanced workforce management shift management

Deprecations

• Deprecation: Mobile Messenger SDK for React Native apps

Platform

• Japanese translation of the Export report

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Customer engagement

• Limit agent actions during co-browse sessions

Data, analytics, and reporting

• Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
• Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
• Architect supported languages user interface enhancements
• Collapsible card interface in Architect actions

Workforce engagement

• Improved native voice transcription accuracy for Dutch

Deprecations

• Deprecation postponement: Legacy alerting system

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Data, analytics, and reporting

• View speech and text analytics data for a year at a time

Customer engagement

• Granular control for clearing or signing out of web visit or journey sessions

Self service and automation

• HELD (HTTP Enabled Location Delivery) for E911 Location Information

Workforce engagement

• Interaction recording download tracking in audit trail

Deprecations

• Deprecation: Open messaging inbound endpoint

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Customer engagement

• SMS UK long code purchase requirement
• Expanded campaign rule actions for enhanced automation
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Reconnect and reply to closed email
• Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

• Enhanced dictionary management

Employee productivity

• Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
• Enhanced privacy controls for ad hoc recordings

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

• Enhanced employee recognition for improved engagement

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Account management

• Simplified customer firewall requirements

Customer engagement

• Enhanced message delivery status in messenger widget

Employee productivity

• Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
• Insights app for iOS
• Direct voicemail non-ACD call transfer for enhanced call management

Open platform

• Enhanced AudioHook Monitor configuration and migration process

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Workforce engagement

• SCORM 1.2 learning standard conformance
• Learning module improvements

Deprecations

• Deprecation: ACD Web Chat 2.0 (Rest API)
• Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

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Account management

• View all groups permission

Data, analytics, and reporting

• United Kingdom Genesys Cloud SMS users
• Interaction categories for interaction analysis

Customer engagement

• File attachments via supported content profile
• Queue segmentation of canned responses
• Re-use SMTP connections in outbound email

Self service and automation

• Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

• Supervisor WEM dashboard

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