Customer engagement

• View and edit imported data via the user interface in the Contact List editor

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

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• Improved Genesys Cloud announcements

Data, analytics, and reporting

• Analytics API enhanced capabilities

Customer engagement

• Canned Responses user interface enhancements

Self service and automation

• Evaluate schedule groups in Architect bots and digital bots before ACD transfer
• Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

• Manage Active Screen Recordings

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Customer engagement

• Architect post-call actions in voice calls
• Improved agent utilization for digital transfers
• Co-browse for web messaging
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Messenger co-browse toolbar improvements
• Co-browse supports multiple iframes
• Co-browse for web messaging read-only fields and buttons

Employee productivity

• Conversation summarization with Genesys Agent Assist for Voice
• Public APIs for Collaborate chat room management and chat messages

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Customer engagement

• File attachments via supported content profile

Data, analytics, and reporting

• Edit and rerun scheduled exports
• Improved native voice transcription accuracy for Spanish dialects

Self service and automation

• Introducing the Audio Connector integration
• Improved flow size indicator in Architect

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Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
• Knowledge portal refreshed article search results
• Historical execution data for Architect bot flows and digital bot flows

Employee productivity

• Genesys Agent Assist knowledge article feedback
• Introducing Agent Assist

Customer engagement

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

Data, analytics, and reporting

• Support for capitalization and punctuation in native voice transcription for English transcripts

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Employee productivity

• 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
• Refreshed Predictive Engagement user interface
• Configure labels to manage interactions
• Maximum number of calls per agent set at the campaign level

Self service and automation

• Genesys Dialog Engine Bot Flows in Architect
• Genesys Dialog Engine Digital Bot Flows in Architect

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Self service and automation

• Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Customer engagement

• Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

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Data, analytics, and reporting

• Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
• Improved native voice transcription accuracy for German

Customer engagement

• Predictive engagement new and replaced operators
• Increased number of outcomes limit
• ACD conferences
• Knowledge articles in Messenger 
• Introducing homescreen configuration for Messenger
• Specify queue in scheduled callbacks

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Account management

• Change password set/reset workflow
• Password policy minimum requirements

Customer engagement

• Digital channels participant information update

Data, analytics, and reporting

• Improved native voice transcription accuracy for French languages
• Improved sentiment analysis for English languages
• Notification API voice transcription number normalcy for English languages

Self service and automation

• Knowledge workbench V2

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Customer engagement

• Enhanced pacing control in dialing campaigns
• Enhanced external contacts data access control for agents

Data, analytics and reporting

• Improved native voice transcription accuracy for Spanish

Workforce engagement

• APIs to integrate external learning modules

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Customer engagement

• Improved on-demand Messenger launcher visibility
• Active Total Callback column in Performance views
• Message routing admin page user interface enhancements

Data, analytics, and reporting

• Improved native voice transcription accuracy for Dutch
• Topic miner queue selection increase

Resource center

• Genesys Cloud release notes enhancements

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Customer engagement

• Client Credential Flow (CCF) authentication support for SMTP integrations
• Support for multiple external email participants

Data, analytics, and reporting

• Improved native voice transcription accuracy for Japanese
• Improved accuracy of Irish street names in English native voice transcription

Employee productivity

• Enhancement of inactivity timeout in embedded clients

Open platform

• Update agent preferred name via public API

Workforce engagement

• Support for disputed evaluations on gamification metrics scorecards
• Suppress recording when a call is on hold

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