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

View details

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

View details

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

View details

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

View details

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

View details

January 24, 2024

Data analytics and reporting

  • Improved native voice transcription accuracy for Japanese

Employee productivity

  • Enhancement of inactivity timeout in embedded clients

Open platform

  • Osaka, UAE, and Zurich region deployments

Workforce engagement

  • Suppress recording when a call is on hold

Deprecations and announcements

  • Deprecation: Legacy ACD web chat
  • Deprecation: Google Agent Assist for Genesys Cloud
  • Deprecation: Legacy co-browse and screenshare

View details

January 10, 2024

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

View details

December 20, 2023

Data, Analytics & Reporting

  • Acoustic metrics added to transcript aggregates
  • Open interactions in a new Analytics workspace tab
  • English voice transcript sensitive data masking improvements

Employee productivity

  • Introducing metrics and reporting for Genesys Agent Assist

Open platform

  • Leveraging Digicert as the certificate authority in the mTLS process

Deprecations and announcements

  • Deprecation: Pointillist Community

View details

December 13, 2023

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 (early preview)

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

View details

December 6, 2023

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

View details

November 15, 2023

Data, analytics and reporting

  • Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
  • Content search enhancements

Open platform

  • Genesys Cloud Voice in Brazil

Self service and automation

  • Category and subcategory navigation in the knowledge portal
  • Header background and category icon images in the knowledge portal

Workforce engagement

  • Routing > Schedules is now Routing > Operating Schedules
  • Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations

Deprecations and announcements

  • Deprecation: Canned reports

View details

November 1, 2023

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

View details

October 25, 2023

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

View details

October 18, 2023

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

View details

October 11, 2023

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

View details

October 4, 2023

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

View details