List of the Genesys Cloud release notes that include Data, analytics, and reporting updates.
May 6, 2024

  • 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

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April 29, 2024

Data, analytics, and reporting

  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Improved native voice transcription accuracy for Korean dialect

Employee productivity

  • Genesys Agent Assist summarization moved to the ACW pane
  • Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
  • Control knowledge behavior from start to finish in Architect digital bot flows
  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Deprecations and announcements

  • Deprecation postponement: Legacy alerting system

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April 22, 2024

Account management

  • Web surveys in Genesys Cloud EX

Data, analytics, and reporting

  • Analytics data masking options
  • Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
  • Improved sentiment analysis for French and Spanish languages
  • Speech analytics in Genesys Cloud EX
  • Agent empathy analysis

Employee productivity

  • Agent desktop email user interface enhancements
  • Headset call control buttons in embedded clients

Deprecations and announcements

  • Deprecation: Legacy historical adherence query route
  • Deprecation: Native LINE third-party messaging channel

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April 15, 2024

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

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April 8, 2024

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

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April 1, 2024

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

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March 11, 2024

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

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March 4, 2024

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

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February 28, 2024

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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February 21, 2024

Customer engagement

  • Web messaging support in MEC1 (UAE) region
  • Digital channels participant information update

Self service and automation

  • Knowledge portal refreshed article search results

Employee productivity

  • Submit feedback in Genesys Tempo

Data, analytics, and reporting

  • Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
  • Notification API voice transcription number normalcy for English languages
  • Improved native voice transcription accuracy for French languages
  • Improved sentiment analysis for English languages

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February 14, 2024

Customer engagement

  • Enhanced pacing control in dialing campaigns
  • Co-browse for voice via Messenger
  • Deploy Messenger without web messaging
  • Messenger JavaScript SDK toaster plugin
  • Enhanced external contacts data access control for agents

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Spanish

Self service and automation

  • Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

  • APIs to integrate external learning modules

Deprecations and announcements

  • Deprecation: Adobe data actions integration removal
  • Deprecation: Pointillist Community

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February 7, 2024

Account management

  • API for platform limit event alert

Customer engagement

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

Data, analytics and reporting

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

Resource center

  • Genesys Cloud release notes enhancements

Self service and automation

  • Export utterance history data from Architect bot flows and digital bot flows
  • Intent miner Portuguese language support

Deprecations and announcements

  • Deprecation: Legacy historical adherence query route

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January 31, 2024

Customer engagement

  • Transfer APIs and associated permissions
  • Client Credential Flow (CCF) authentication support for SMTP integrations
  • Support for multiple external email participants

Data, analytics, and reporting

  • Architect Flow Insights toggle for bot and digital bot flows
  • Improved accuracy of Irish street names in English native voice transcription

Open platform

  • Update agent preferred name via public API
  • Asia Pacific satellite region deployment

Self service and automation

  • Search for a knowledge base article by ID in Architect

Workforce engagement

  • Support for disputed evaluations on gamification metrics scorecards

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