Genesys Cloud - Employee productivity category

List of the Genesys Cloud release notes that include Employee productivity updates.

Employee productivity

Streamlined navigation and information architecture update
Agent-to-agent consult and warm transfer for messaging interactions
Custom prompts in advanced summary configurations
Live character counter for ACW notes
Internationalized date formats in Genesys Tempo

Account management

BYOC Premises Edge devices in Edges list view

Customer engagement

Control agent transfer capabilities via permissions
Inactivity handling for messaging interactions

Data, analytics, and reporting

Topic miner support for Arabic dialects
Topic miner support for Hindi dialect

Open platform

Mexico region deployment
Singapore region deployment

Self Service and Automation

Rule-based decisions and string list attribute support

Workforce engagement

Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
Adherence widget available in the Activity view
Automatic submission of completed AI evaluations

Deprecations

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Deprecation: Administrator login using only user name and password

Employee productivity

Streamlined navigation and information architecture update
Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Domain allow list for emails
Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects
Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Account management

API responses no longer include OAuth client secret
Genesys Tempo enabled by default with allowed IP addresses feature
SAML assertion decryption support for single sign-on integrations

Customer engagement

Customer first callback support in outbound campaigns
Use custom SMTP servers for email campaigns and agentless email
Messenger support for list picker

Data, analytics, and reporting

Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

Create AI Guides from uploaded process documents
AI Guides model enhancements

Deprecations

Deprecation: BYOC Premises—Customer VM Solution
Deprecation: Token Implicit Grant for OAuth clients
Deprecation: Open messaging inbound endpoint

Employee productivity

Streamlined navigation and information architecture update
AI-generated answers for auto-suggested articles on Agent Copilot
Mute individual Collaborate chat threads on iOS and Android
Display checklists through Agent Copilot during interactions

Customer engagement

Group ID for subsequent participant segments in group call activity
Support for authenticated web messaging in single customer view
Apple Messages for Business forms

Data, analytics, and reporting

Introducing Content Exploration view
EVTS AWS transcription support for Basque, Catalan, Croatian, Galician, Romanian, Slovak, Tagalog, Thai, and Ukrainian language support

Self service and automation

Voice processing prompt for Agentic Virtual Agents

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal

Employee productivity

Streamlined navigation and information architecture update

Data, analytics, and reporting

Analytics Conversation Detail Jobs API extended conversation data retrieval

Open platform

Greater outbound performance and platform enhancements for BYOC Cloud

Workforce engagement

Workforce management override for time-off plan dates

Employee productivity

Streamlined navigation and information architecture update
Improved scripting accessibility tools

Customer engagement

Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

Analyze segment and web outcome events in Journey Management

Open platform

Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
Map participant data from Genesys Cloud to ServiceNow interaction fields

Self service and automation

Preview guides for virtual agents in AI Studio
Configure virtual agents to generate answers from multiple sources

Workforce engagement

Workforce management block scheduling
Adherence and activity code mapping enhancements

Employee productivity

Streamlined navigation and information architecture update
Architect workflows triggered from Outlook Calendar events

Self service and automation

List type string attribute in rule-based decisions

Deprecations

Deprecation: BYOC Premises—Customer VM Solution
Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
Deprecation: Windows 10 OS support for the desktop app

Employee productivity

Streamlined navigation and information architecture update

Workforce engagement

Team schedule view for agents

Deprecations

Deprecation: Genesys Cloud SSO certificate expiry

Employee productivity

Streamlined Navigation and Information Architecture Update

Customer engagement

Apple Pay support for Apple Messages for Business
Architect digital bot flow list picker support
Set time- and duration-based conditions in campaign rules
Use custom SMTP servers for email campaigns and agentless email
Administrators can now bring their own SMS SMPP provider
Idle agent count for conditional group activation or deactivation
Expired callback queue reassignment

Data, analytics, and reporting

Administrators can now search content from HTML emails
Topic miner Korean and Japanese language support
Native voice transcription for core dialects

Open platform

Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Self service and automation

Transcription and storage of caller’s final voice input
Content-based search for knowledge base articles in Norwegian, Danish and Finnish
Swiss German language support in Architect

Workforce engagement

Enhancements to visual components in the interaction details page

Employee productivity

New unified navigation experience coming to Genesys Cloud
Summary engagement insights on the Agent Copilot dashboard

Account management

Manage user hire dates with SCIM APIs
Refreshed integrations management interface

Customer engagement

Configure up to 100 OpenID integrations for authenticated web messaging
Voice note support for WhatsApp conversations
Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

Enhanced longest waiting and longest interacting metrics
Duplicate an event card in Journey Management
Review transcripts faster in interaction details

Open platform

Updated Genesys Cloud desktop app icons
Unified Experience from Genesys and ServiceNow phone book support

Workforce engagement

Default answers for evaluation forms

Customer engagement

API for phone numbers update in scheduled callbacks
Inbound messaging channel routing support in Apple Messages for Business
Authentication support in Apple Messages for Business
External Contacts identity resolution support for Apple Messages for Business
Architect digital bot flows and Apple Messages for Business support

Data, analytics, and reporting

Custom calculations in performance views
AI summaries for the agent side of a conversation

Employee productivity

Auto-assign Agent Copilot to licensed queue members

Open platform

Audio Connector integration in Architect secure call flows

Customer engagement

Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

Category aggregate data in analytics metrics
Trigger process automation based on topics, sentiment, or empathy

Employee productivity

Links to Genesys Cloud group chat room video sessions

Workforce engagement

Configure GCBA with Microsoft Edge native messaging

Deprecations

Deprecation: agent assistance

Employee productivity

Multi contextual panels
Call history enhancements for group calls

Customer engagement

Support for mobile push notifications for unread message alerts
Assign segments to external contacts for up to 30 Days
Append outbound campaign performance statistics to the Campaign Performance view
Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

Interaction category creation support for Korean and Japanese languages
Programs, topics, and phrases support for Korean and Japanese languages

Open platform

Unified Experience ServiceNow ITSM support
Configure alerts for Operational Console events

Workforce engagement

Schedule coaching and learning sessions with greater flexibility

Employee productivity

Multi contextual panels
Segment filtering suppression on knowledge articles for Agent Copilot
Improved Collaborate chat read and unread message sync

Customer engagement

Increased DTMF input limit in Architect flows
Outbound division-aware campaign schedules
WhatsApp outbound campaigns pre- and post-contact triggers
Outbound power and predictive campaigns sort by priority in skills-based dialing

Data, analytics, and reporting

Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

Workforce management shift trades external activities support

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.