List of the Genesys Cloud release notes that include Employee productivity updates.
February 21, 2024

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

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January 24, 2024

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

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December 20, 2023

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

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November 1, 2023

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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October 18, 2023

Account management

  • Division-aware configuration objects default to all divisions
  • Assign divisions to secondary statuses
  • User settings page displays the last login date and time

Customer engagement

  • GCV outbound fraud protection

Data, analytics and reporting

  • New speech and text analytics permissions
  • Agent empathy analysis API for English transcripts
  • New analytics dashboard metrics
  • Messenger co-browse toolbar improvements
  • Remove agents who deselect their phone from the queue

Employee productivity

  • Agent target selection interface and workflow improvements

Workforce engagement

  • Assign division specific secondary status codes for agents

View details