Genesys Cloud - Deprecations and announcements category
List of the Genesys Cloud release notes that include Deprecations and announcements updates.
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
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
- Advanced input file pre-processing
- Additional file format support for contact lists
Open platform
- Portuguese language support
Self service and automation
- Historical execution data for Architect bot flows and digital bot flows
Workforce engagement
- Workforce management navigation menu grouping
- Staffing requirements and performance metrics in the Schedules screen
Deprecations and announcements
- Deprecation: Legacy alerting system
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
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
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
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
Customer engagement
- Improved call analysis response performance
- Bring Your Own (BYO) SMS in Genesys Cloud
Data, analytics, and reporting
- Out-Of-The-Box (OOTB) process updates
- Manually add words to the dictionary backend
Self service and automation
- Knowledge optimizer unanswered queries improvements
Deprecations and announcements
- Legacy alerting system deprecation postponement
Customer engagement
- Search domain names and email addresses
- Inbound call handling site for BYOC Cloud trunks
- Supported file attachments update in third-party messaging
Data, analytics, and reporting
- Configure rules for any user in a work team
Self service and automation
- Cards and carousels for digital bot conversations
- Expanded knowledge portal availability
Workforce engagement
- WEM activity widget for Genesys Cloud for Embedded Framework
- Architect workflow automated notifications
Deprecations and announcements
- Deprecation: Active Screen Recordings UI
Customer engagement
- Open messaging typing indicators
Data, analytics, and reporting
- Introducing the Genesys Cloud Analytics Add-on (A3S)
Open platform
- Architect workflow trigger automation
- Introducing Genesys Cloud CX Accelerators
Self service and automation
- Support center name change
- Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
- Introducing the Architect Optimizations dashboard
- Architect flow outcomes and milestones user interface updates
Workforce engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations and announcements
Customer engagement
- Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
- Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support
Data, analytics, and reporting
- WebRTC Media Helper in Analytics
Self service and automation
- Architect zoom enhancement and legacy user interface toggle removal
Workforce engagement
- WEM activity views in Genesys Cloud for Salesforce embedded client
- Telephony administrator user interface updates
Deprecations and announcements
- Search Audits APIs deprecation postponement
Customer engagement
- Conditional group routing as the timeout routing method for preferred agent routing
- Require the WebRTC Media Helper
- Custom music for agent-initiated hold duration
- End interactions automatically when agents logoff
- Improved media handling for outbound message attachments
Data, analytics, and reporting
- Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
- Introducing the Genesys Cloud Analytics Add-on (A3S)
- Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns
Open platform
- Genesys Cloud for Chrome extension update
- Calling party ID in p-asserted identity SIP header
- Yealink headsets support
Self service and automation
- Additional formatting for knowledge workbench v2 articles
- Test digital bot flows in real time
- Intent health in Architect bot flows and digital bot flows
Workforce engagement
- Quality evaluation scores now available as a gamification metric
Deprecations and announcements
- US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
- Arrow Electronics partnership and end of preconfigured edge appliances program
- Deprecation: CX digital agent workspace (digital desktop only)
- Japanese translation of “idle” inconsistency
Contact center
- Additional voice transcription accuracy improvements for Japanese
- Sensitive Data Masking for voice interactions
- Additional CX 1 Digital Add-On II capabilities
- Co-browse for web messaging read-only fields and buttons
- Dashboards summary page enhancements
- Dashboard management for administrators
- Knowledge follow-up tasks in bot flows and digital bot flows
Integrations
- Amazon LexV2 integration available in the FedRAMP region
Deprecations and announcements
- Search Audits view deprecation
- BYOC Cloud TLS X.509 certificate renewal
- Certificate Authority change for Microsoft Teams integration
- Release Notes category improvements
Contact center
- Updated WhatsApp pricing structure
- Copy and share interaction transcripts
- Web messaging inbound custom attribute size limit requests
- SMS short code number in France
- Improved workload balancing in predictive routing
Integrations
- Two score-setting options for ranking waiting interactions
Platform
- PCI DSS recertification
- Genesys Cloud WhatsApp Embedded signup self-service onboarding
- Subscribe to events from the Operational Console
Deprecations and announcements
- Deprecation: Outbound Search Audits view
- Mandatory SMS US and Canada registration
Communicate
- Polycom Zero Touch Provisioning
- Specify a Canadian address as a remote emergency address
Contact center
- Collaborate chat quick access for recent chat messages
- Real-time Interactions data export
Integrations
- Sentiment analysis in Google Cloud Dialogflow CX integrations
Platform
- Suppress call recordings during IVR flow and in-queue segments
Contact center
- Extended voice transcription services support for additional English dialects and German Switzerland
- Improved native voice transcription accuracy for specific English dialects
- Trigger Process Automation from any Evaluation State Change
- Assign a permission to grant a role to a user by division
Deprecations and announcements
- Deprecation of legacy Dialog Engine postponement
Contact center
- Call recording and quality management support in Genesys Cloud EX
Deprecations and announcements
- Deprecation: CX digital agent workspace
Contact center
- Authenticated web messaging for verified users
- Auto answer for digital interactions on queues
Deprecations and announcements
- LiveNow permission change
- CIDR IP address range for cloud media services expansion
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Drill down to dashboard performance views
- Real time alerting based on agent’s after call work duration
- Improved dashboard create and edit options
- Show or hide top viewed articles in Support Center
- Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows
Platform
- Resource Center improvements
- Telephony Extensions now support Divisions
Deprecations and announcements
- Legacy alerting system deprecation
- External Contact directory pages external organization logo removal
Contact Center
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support
Deprecations and announcements
- Knowledge workbench V1 deprecation
- Genesys Dialog Engine deprecation postponement
- Mandatory US and Canada SMS/MMS registration
Communicate
- Message Waiting Indicator improvements
Contact Center
- Improved voice transcription accuracy for English language regions
- Gamification metrics creation workflow improvements
- Enhance predictive routing accuracy with participant data
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support
Integrations
- Support for JSON format output in trigger notifications
- Trigger creation support for user activity topic
Deprecations and announcements
- JourneyCustomer cookie ID from GDPR API subjects response deprecation
- LiveNow permission change
Contact Center
- Historical adherence and shrinkage view updates for teams
- Route email to multiple destinations
- Improved analytics email data with CC/BCC details
Deprecations and announcements
- Search Audits view deprecation
- Search Audits APIs deprecation
