Genesys Cloud - Customer engagement category

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

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.