Genesys Cloud - Deprecations and announcements category

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

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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

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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

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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

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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

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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

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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

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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

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Contact center

• Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

• Deprecation: CX digital agent workspace

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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

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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

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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

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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

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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

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Communicate

• Support for MDM browser authentication for Communicate for iOS

Contact Center

• Additional voice transcription accuracy for Arabic
• Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
• Automatically reschedule time zone skipped contacts

Platform

• Identify unused roles and permissions in the Admin UI
• Display number of interactions routed via non-predictive routing method due to timeout

Deprecations and announcements

• BYOC Premises—Customer VM Solution deprecation

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Contact Center

• Generative AI to summarize agent digital interactions
• New workforce management scheduling menu
• Automatic language detection for digital interactions
• Show or hide top searched articles in Support Center
• Bulk changes to knowledge base question and answer articles
• Copy an existing evaluation or web survey form
• Customer Journeys tab in the Interactions View
• Canned responses source code/HTML editor
• Access to Queue Agent Details View by division membership

Integrations

• Introduction of OAuth 2.0 for custom SMTP integration

Deprecations and announcements

• Customer journey tab replacement

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Platform

• Automatic inactivity timeout improvement
• Maximum voicemail recording length setting

Contact Center

• Introducing the Data Actions Performance views
• Introducing new Topic tab in agent, queue, and flow summary and detail views
• Extended voice transcription services support for Arabic and Hebrew right to left languages
• Topics and phrases support for Arabic right to left languages
• Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
• Data action in rule conditions for digital campaigns
• Notification message for conversation disconnect

Deprecations and announcements

• Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

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Communicate

• Built-in Genesys Cloud WebRTC diagnostics application improvements

Contact Center

• External contacts Profile tab updates
• Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
• Archive and unarchive learning modules

Integrations

• Automatic regionalization of endpoints for existing Google Cloud TTS and STT  integrations
• Custom voices support for the Google Cloud Text-to-Speech integration

Deprecations and announcements

• Static data actions for web service data actions integration removal

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Communicate

• Transcription for Communicate voicemails
• Active speaker indicators

Contact Center

• Additional voice transcription accuracy improvements for Spanish
• Approve time-off requests based on agent hire date
• Evaluation source in evaluation cards
• Enhanced pagination control in analytics workspace views
• Queue Performance Summary chart view
• Metric values in views with duration statistics
• Transcription for Communicate voicemails
• Restricted access to details about predictive routing agents
• Delete a knowledge base

Deprecations and announcements

• Deprecation of select filters in Analytics API in Predictive Engagement

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Contact Center

• Topic spotting improvement
• Extend after call work (ACW) timeout settings to digital channels
• Agent requested after call work (ACW) option
• After call work (ACW) analytics for callbacks improvement
• Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
• Genesys natural language understanding (NLU) improvements

Integrations

• Genesys AppFoundry improvements

Deprecations and announcements

• Static data actions for web service data actions integration
• Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

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Contact center

• Introducing homescreen configuration for Messenger
• Knowledge articles in Messenger
• Agent Log-in Log-out report
• Status duration data for agents
• Analytics workspace improvements
• Delayed reaction triggers for process automation

Platform

• Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

• Mandatory US and Canada SMS/MMS registration
• Deprecation of select filters in Analytics API in Predictive Engagement postponement
• End of Analytics Conversation Detail Endpoint API query interval change allowlist
• CIDR IP address range for cloud media services expansion

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Communicate

• Require the WebRTC Media Helper
• WebHID technology for Jabra headsets re-enablement

Contact center

• Improved interval granularity for a specific time span during performance metrics exports
• Improved module scheduling
• Scorecard tab improvements in the agent activity view

Deprecations and announcements

• journeyCustomer cookie id from GDPR API subjects response deprecation
• Customer journey tab replacement
• Genesys legacy Dialog Engine deprecation
• Knowledge workbench V1 deprecation

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Contact center

• Status metrics for multiple queues on Performance Dashboards
• Support for capitalization and punctuation in native voice transcription for English transcripts
• Improved sentiment analysis for English
• Knowledge workbench Dutch language support

Deprecations and announcements

• CIDR IP address range for cloud media services expansion postponement
• Canned reports deprecation date updates

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Contact center

• Participant names and avatars in Genesys Messenger
• Sentiment data in Topic Trends views

Platform

• Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

• Windows 8 and 8.1 support for the desktop app deprecation
• Identify Journey SDK method in Predictive Engagement deprecation
• API endpoint change for local key settings in recording service

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