Account management
- Web surveys in Genesys Cloud EX
Data, analytics, and reporting
- Analytics data masking options
- Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
- Improved sentiment analysis for French and Spanish languages
- Speech analytics in Genesys Cloud EX
- Agent empathy analysis
Employee productivity
- Agent desktop email user interface enhancements
- Headset call control buttons in embedded clients
Deprecations and announcements
- Deprecation: Legacy historical adherence query route
- Deprecation: Native LINE third-party messaging channel
Customer engagement
- Architect post-call actions in voice calls
- Improved agent utilization for digital transfers
- Introducing Work Automation in select regions
Data, analytics, and reporting
- Dynamic time zone settings in workspaces and views
Customer engagement
- Outbound WhatsApp message on behalf of a queue
- File attachments via supported content profile
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Export panel enhancements
- Improved native voice transcription accuracy for Spanish dialects
Employee productivity
- Push notifications on Collaborate for iOS regardless of presence or status
Self service and automation
- Introducing the Nuance Recognizer as a Service integration
- Improved flow size indicator in Architect
- Introducing the Audio Connector integration
Deprecations and announcements
- Deprecation: Mobile Messenger SDK for React Native apps
- Deprecation: Native X (formerly Twitter) third-party direct messaging channel
Account management
- Operational console to monitor and view operational events
Data, analytics, and reporting
- Improved native voice transcription accuracy for Portuguese dialects
Customer engagement
- Enhanced search capability within skill expression groups
Workforce engagement
- Leaderboard view disabled for organizations with disabled gamification
- Change forecast associated with a schedule
- Recording bulk action API improvement for aged recording management
Deprecations and announcements
- Deprecation postponement: Legacy alerting system
Employee productivity
- Conversation summarization with Genesys Agent Assist for Voice
- Agent dashboard email component update
Open platform
- Audit Viewer alternate search parameters support
Workforce engagement
- Inbound and outbound filter for gamification metrics
Deprecations and announcements
- Deprecation postponement: Active screen recordings UI
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
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
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
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
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
- 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