Genesys Cloud - Customer engagement category

List of the Genesys Cloud release notes that include Customer engagement updates.

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

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

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

Customer engagement

Auto-answer functionality for agents in preview campaigns
Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

Improved interval granularity for ad-hoc exports
Edit and rerun scheduled exports
Export panel enhancements

Employee productivity

Genesys Agent Assist summarization Spanish support (preview)
Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
BYOC Cloud TLS X.509 certificates
Architect data tables user interface updates

Workforce engagement

Insights visual charting for supervisors

Deprecations

Deprecation: BYOC Premises Edge Remote Survivability
Deprecation: Active screen recordings UI

Customer engagement

View and edit imported data via the user interface in the Contact List editor
Dynamic outcome targeting in Predictive Engagement action maps

Self service and automation

Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

Deprecation

Deprecation: Adobe data actions integration removal

Improved Genesys Cloud announcements

Customer engagement

Canned Responses user interface enhancements

Data, analytics, and reporting

Introducing Architect Journey Flows for bot and digital bot flows
Analytics API enhanced capabilities
Real time alerts for out of adherence status
Analytics views column picker improvements

Workforce engagement

Manage Active Screen Recordings

Customer engagement

Architect post-call actions in voice calls
Improved agent utilization for digital transfers
Introducing Work Automation in select regions

Data, analytics, and reporting

Dynamic time zone settings in workspaces and views

Customer engagement

Outbound WhatsApp message on behalf of a queue
File attachments via supported content profile

Data, analytics, and reporting

Edit and rerun scheduled exports
Export panel enhancements
Improved native voice transcription accuracy for Spanish dialects

Employee productivity

Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

Introducing the Nuance Recognizer as a Service integration
Improved flow size indicator in Architect
Introducing the Audio Connector integration

Deprecations and announcements

Deprecation: Mobile Messenger SDK for React Native apps
Deprecation: Native X (formerly Twitter) third-party direct messaging channel

Account management

Operational console to monitor and view operational events

Data, analytics, and reporting

Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

Enhanced search capability within skill expression groups

Workforce engagement

Leaderboard view disabled for organizations with disabled gamification
Change forecast associated with a schedule
Recording bulk action API improvement for aged recording management

Deprecations and announcements

Deprecation postponement: Legacy alerting system

Customer engagement

Outbound digital campaigns event triggers for post-contact interactions
Enable and disable email threading

Deprecations and announcements

Deprecation: Canned reports
Deprecation: Legacy alerting system

Workforce engagement

Automated time-off approval for grouped agents

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support

Employee productivity

Genesys Agent Assist knowledge article feedback
Public APIs for Collaborate chat room management and chat messages
Remove users from Collaborate chat rooms

Data, analytics, and reporting

Improved native voice transcription accuracy for Italian

Customer engagement

Skills-based dialing for Preview and Progressive campaigns
Configure labels to manage interactions
Genesys Cloud Voice in Italy
Refreshed Predictive Engagement user interface

Deprecations and announcements

Deprecation: Outbound Search Audits view
Deprecation: Native X (formerly Twitter) third-party direct messaging channel

Data, analytics, and reporting

Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages

Customer engagement

Co-browse supports multiple iframes
Maximum number of calls per agent set at the campaign level
Genesys Digital Bot Flow support for mobile apps

Self service and automation

Improved utterance confusion resolution in Architect bot flows and digital bot flows

Data, analytics, and reporting

Improved native voice transcription accuracy for German

Customer engagement

Specify queue in scheduled callbacks
Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
ACD conferences
Predictive engagement new and replaced operators

Deprecations and announcements

Scheduled hybrid organization migrations

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.