Genesys Cloud - Customer engagement category

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

Customer engagement

Advanced input file pre-processing
Additional file format support for contact lists

Open platform

Portuguese language support

Self service and automation

Historical execution data for Architect bot flows and digital bot flows

Workforce engagement

Workforce management navigation menu grouping
Staffing requirements and performance metrics in the Schedules screen

Deprecations and announcements

Deprecation: Legacy alerting system

Customer engagement

Improved digital agent-to-agent transfer
Increased number of outcomes limit

Data, analytics and reporting

Sensitive data masking French and Italian language support
View daily agent login and logout activity for multiple agents
Enable/disable evaluation and survey data in Interactions and My Interactions views
Analytics user interface enhancements
Introducing external contacts and external organizations filters and columns in performance views

Self service and automation

Architect data tables user interface updates
Triggers UI improvements

Workforce engagement

Change agent schedulable status from the Agents view
Change daily values and distribution forecast modification type

Deprecations and announcements

Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

Account management

Control wrap-up code access within divisions

Customer engagement

Outbound dialing contact list builder
Mobile customer journey tracking
Improved call analysis response performance
Mobile app event orchestration

Data, analytics and reporting

Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Open platform

CX Cloud from Genesys and Salesforce integration

Self service and automation

Knowledge workbench V2 Japanese language support

Workforce engagement

Improved Automatic Best Method (ABM) forecasting accuracy
Average Talk Time gamification metric
Learning modules with rich text format
Supervisor insights improvements

Deprecations and announcements

Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
Deprecation: Genesys Cloud SSO certificate expiry

Account management

Change password set/reset workflow
Password policy minimum requirements

Customer engagement

Increased support for non-E.164 format phone numbers in Single Customer View
In-queue and scheduled callback automation
Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

Topic miner French language support
Mine for new trending topics in email interactions
Sentiment Analytics data in Agent/Queue/Flow Topic views
Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Workforce engagement

Screen recording available in Genesys Cloud CX 1 license

Customer engagement

Improved Messenger UI color contrast patterns

Self service and automation

Mute suggestions and hide intent health for Architect bot flows and digital bot flows

Employee productivity

Genesys Agent Assist on the CX platform for voice

Self service and automation

Category and subcategory navigation in the knowledge portal

Deprecations and announcements

CIDR IP address range for cloud media services expansion
Native LINE third-party messaging channel deprecation
Mandatory SMS Registration Deadline: Toll Free Numbers

Customer engagement

Add media to an Outbound SMS campaign
Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

Evaluator value update based on submission
Create in-app toast notification alert rule
Analytics Performance views accessibility improvements

Workforce engagement

Quality evaluation revision enablement for rescores
Quality management evaluations assignment
View time-off balances from an external HR system on Genesys Tempo
Dispute completed quality management evaluations

Account management

Division-aware configuration objects default to all divisions
Assign divisions to secondary statuses
User settings page displays the last login date and time

Customer engagement

GCV outbound fraud protection

Data, analytics and reporting

New speech and text analytics permissions
Agent empathy analysis API for English transcripts
New analytics dashboard metrics
Messenger co-browse toolbar improvements
Remove agents who deselect their phone from the queue

Employee productivity

Agent target selection interface and workflow improvements

Workforce engagement

Assign division specific secondary status codes for agents

Account management

The User Settings page displays the last login date and time
Regional Genesys location as default directory location
iRAP protected compliance assessment

Customer engagement

Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

Trigger alerts based on the number of agents currently in queue

Self service and automation

Architect knowledge configuration improvements
Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
Search Audits APIs deprecation
Deprecation: Removal of Utilize Load Based permission

Data, analytics and reporting

Improved native voice transcription accuracy for specific French dialects
Improved native voice transcription accuracy for specific Spanish dialects

Open platform

Ringtone selection for call alerts

Self service and automation

Centralized import and export for knowledge workbench V2
Preview knowledge workbench V2 articles
Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

Customer engagement

Improved call analysis response performance
Bring Your Own (BYO) SMS in Genesys Cloud

Data, analytics, and reporting

Out-Of-The-Box (OOTB) process updates
Manually add words to the dictionary backend

Self service and automation

Knowledge optimizer unanswered queries improvements

Deprecations and announcements

Legacy alerting system deprecation postponement

Customer engagement

Search domain names and email addresses
Inbound call handling site for BYOC Cloud trunks
Supported file attachments update in third-party messaging

Data, analytics, and reporting

Configure rules for any user in a work team

Self service and automation

Cards and carousels for digital bot conversations
Expanded knowledge portal availability

Workforce engagement

WEM activity widget for Genesys Cloud for Embedded Framework
Architect workflow automated notifications

Deprecations and announcements

Deprecation: Active Screen Recordings UI

Customer engagement

Open messaging typing indicators

Data, analytics, and reporting

Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

Architect workflow trigger automation
Introducing Genesys Cloud CX Accelerators

Self service and automation

Support center name change
Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
Introducing the Architect Optimizations dashboard
Architect flow outcomes and milestones user interface updates

Workforce engagement

Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

Deprecation: Canned reports

Customer engagement

Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

Data, analytics, and reporting

WebRTC Media Helper in Analytics

Self service and automation

Architect zoom enhancement and legacy user interface toggle removal

Workforce engagement

WEM activity views in Genesys Cloud for Salesforce embedded client
Telephony administrator user interface updates

Deprecations and announcements

Search Audits APIs deprecation postponement

Customer engagement

Conditional group routing as the timeout routing method for preferred agent routing
Require the WebRTC Media Helper
Custom music for agent-initiated hold duration
End interactions automatically when agents logoff
Improved media handling for outbound message attachments

Data, analytics, and reporting

Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
Introducing the Genesys Cloud Analytics Add-on (A3S)
Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

Genesys Cloud for Chrome extension update
Calling party ID in p-asserted identity SIP header
Yealink headsets support

Self service and automation

Additional formatting for knowledge workbench v2 articles
Test digital bot flows in real time
Intent health in Architect bot flows and digital bot flows

Workforce engagement

Quality evaluation scores now available as a gamification metric

Deprecations and announcements

US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
Arrow Electronics partnership and end of preconfigured edge appliances program
Deprecation: CX digital agent workspace (digital desktop only)
Japanese translation of “idle” inconsistency

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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.