Genesys Cloud - Data, analytics, and reporting category

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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