Genesys Cloud - Data, analytics, and reporting category

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

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Automatic time zone mapping support for European organizations
  • Rule conditions and advanced capabilities for campaign rules
  • Identifier claim management for external contacts

Account management

  • Telephone resource limits in Admin UI

Data, analytics, and reporting

  • Interactive charts for journey analysis

Employee productivity

  • Supervisor access to voicemail metrics

Workforce engagement

  • Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
  • Manually assign work plans with future effective dates

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Metrics for improved workitem volume forecasting
  • IMAP integration for inbound email

Account management

  • Improved Genesys Cloud storage cost calculator

Data, analytics, and reporting

  • Content Search lookback for words and phrases extended to 60 days
  • Flow insights overlay for flow performance analysis

Employee productivity

  • Disable WebRTC audio and alert notifications in the embedded client
  • Preferred device profiles
  • Improved summarization readability and efficiency for agents

Open platform

  • Guided setup experience for CX Cloud installation

Self service and automation

  • Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

  • Enhanced agent and supervisor activity overview screen
  • Workforce management notifications for process automation triggers
  • Workforce management Business Unit/Management Unit and Time Zone placement in views

Deprecations

  • Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
  • Deprecation: Google Agent Assist for Genesys Cloud

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Notification topic for outbound message delivery failures
  • Customer-first callback option
  • Step-up authentication during web messaging sessions

Account management

  • Genesys Cloud Unified License for Virtual Network Operators for India region

Data, analytics, and reporting

  • Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

  • Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

  • Resize images and tables in knowledge workbench articles

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Work items custom panel support

Data, analytics, and reporting

  • Enhanced responsive layout and widget scaling for dashboards

Employee productivity

  • Suppress profile notifications
  • Workflow triggers for collaborate chat messages
  • Persistent agent settings for embedded clients on the server side
  • Workflow triggers for external user presence events

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Workitem query and filter improvements
  • Direct access to interaction details from the Customer Journey tab
  • Enhanced workitems list view with column picker and advanced filtering
  • Web messaging support in the Zurich (EUC2) region

Data, analytics, and reporting

  • Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
  • Real time data update indicators in analytics views
  • View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

  • Enhanced control over agent assistance access
  • Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Open platform

  • Hardware and OS support for CHS Large devices
  • Genesys Cloud Voice number management UI improvements

Workforce engagement

  • Workforce management per minute scheduling granularity

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Messenger session persistence
  • Mobile Messenger SDK for iOS and Android

Data, analytics, and reporting

  • Enhanced queue activation panel with search and pagination in agent detail views
  • Extended voice transcription services support for Hindi

Self service and automation

  • Knowledge workbench connectors for Salesforce and ServiceNow
  • Agent Copilot AI-generated answers from manual search

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Account management

  • Counted limits monitoring and alerts
  • WebRTC Media Helper enabled by default with allowed IP addresses feature
  • Custom inbound data filtering rules for digital channels

Customer engagement

  • Prerequisites in expandable section of Resource Center articles
  • Park email interactions

Data, analytics, and reporting

  • Dashboard Owners page
  • Increase quality management topic limit to 5000 on request
  • Journey management with Funnel analysis

Open platform

  • Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

  • Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

  • Screen recording playback UI modernization
  • Improved customer sentiment and agent empathy analysis for English dialects

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Data, analytics, and reporting

  • Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Customer engagement

  • Skills-based dialing in power and predictive outbound campaigns
  • Work Automation performance views enhancements
  • Granular campaign control permissions
  • Interaction routing based on predictive scores

Self service and automation

  • Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
  • Flexible text-to-speech (TTS) engine selection in Architect flows

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Customer engagement

  • Barge-in capability for supervisors and administrators

Data, analytics, and reporting

  • Enhanced agent status visibility for supervisors

Employee productivity

  • Utilization labels for Click to Dial API

Open platform

  • Genesys Cloud Voice phone number availability in LATAM countries
  • Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce

Workforce engagement

  • Real time update of gamification scores

Deprecation

  • 2024 Genesys CIDR expansion and firewall requirements notification

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Account management

  • Hourly interacting users billing option

Customer engagement

  • Highlight markdown support in web messaging
  • Outbound open messaging on behalf of a queue

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Portuguese
  • Introducing digital performance monitoring views

Employee productivity

  • Genesys Agent Assist available for Japanese language

Self service and automation

  • Select multiple segments in knowledge article variations
  • Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
  • Introducing Architect Replay Mode
  • Advanced Architect execution data capabilities for all flows

Workforce engagement

  • Improved navigation between published schedules in the workforce management schedule editor
  • Genesys Cloud Workforce Management work plan bidding

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Customer engagement

  • Introducing the Queue routing performance view
  • Generic SIP station support in cloud media
  • Web tracking API public endpoint

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Arabic dialects

Deprecations

  • Deprecation: Supervisor for iPad app
  • Deprecation: Predictive Engagement support for ACD Web Chat 2.0

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Customer engagement

  • Introducing Work Automation

Data, analytics, and reporting

  • Topic miner German, Italian, and Portuguese language support

Employee productivity

  • Introducing direct routing to dedicated users
  • Introducing Genesys Agent Copilot

Open platform

  • Dynamic documentation and trigger enablement for the Operational Console

Workforce engagement

  • Manage time-off details in the workforce management Time-off Limits view
  • Trade alternative shifts for enhanced workforce management shift management

Deprecations

  • Deprecation: Mobile Messenger SDK for React Native apps

Platform

  • Japanese translation of the Export report

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Customer engagement

  • Limit agent actions during co-browse sessions

Data, analytics, and reporting

  • Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
  • Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
  • Architect supported languages user interface enhancements
  • Collapsible card interface in Architect actions

Workforce engagement

  • Improved native voice transcription accuracy for Dutch

Deprecations

  • Deprecation postponement: Legacy alerting system

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