Genesys Cloud - Employee productivity category
List of the Genesys Cloud release notes that include Employee productivity updates.
Employee productivity
- Multi contextual panels
- Customizable summaries in AI Studio
Customer engagement
- WhatsApp outbound campaign schedules
- Profile panel support for workitems
- Conditional group activation based on real-time metrics
Data, analytics, and reporting
- Improved native voice transcription for English
Open platform
- CX Cloud from Genesys and Salesforce support for agent initiated after call work
- Microsoft Dynamics 365 data actions integration new credential type
Self service and automation
- Enhanced knowledge suggestions in Genesys Agent Copilot
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification
Employee productivity
- Multi contextual panels
- Enable focus mode for agent apps
- Improved Collaborate chat read and unread message sync
- Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian
Customer engagement
- Access and promote external contacts directly in Architect
- Internal article linking within the knowledge base
Data, analytics, and reporting
- Search transcript content up to 90 days back
- Improved native voice transcription readability for Portuguese
- Exclude existing topics and phrases from topic mining
- Manage expiring and expired exports in the scheduled exports view
Self service and automation
- Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
Workforce engagement
- Set limits on shift types and weekend work in schedules
- Increased number of AI-scored questions allowed in evaluation forms
Employee productivity
- Multi contextual panels
Customer engagement
- Configurable outbound routes now available for customer first callbacks
Self service and automation
- Knowledge workbench V2 accessibility improvements
- Introducing Virtual Agent performance dashboard
- New metrics for Architect bot and digital bot flows in the Optimization dashboard
- Enhanced AI-powered slots for virtual agents
Workforce engagement
- Unlimited archived recording restorations
Deprecations
- Deprecation: Update a user’s presence without permission restrictions
- Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Employee productivity
- Multi contextual panels
- Improved Collaborate Chat read and unread message sync
Data, analytics, and reporting
- Recover deleted dashboards from summary and owner pages
- Flow Outcomes and Milestones now available in Journey Management
Employee productivity
- Multi contextual panels
- Call forwarding enhancements with group search functionality
Account management
- Audit SAML authentications
- Increased SSO integrations allowance per identity provider
Customer engagement
- Messenger individual application provisioning and configuration redesign
- WhatsApp’s per message pricing update
Workforce engagement
- Policy-based station-side call recording
- Evaluation data access via consolidated reporting views
- Extended workforce management time-off submission window and management unit fixed date settings
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification
- Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions
Employee productivity
- Multi contextual panels
- Customizable summaries in AI Studio
Account management
- Enhanced groups profile configuration
Customer engagement
- Sort contacts by priority in skills-based dialing for progressive campaigns
- Sort contacts by priority for skills-based dialing in Preview campaigns
- Workitems List View filter enhancements
- Enable or disable Last Agent Routing for digital conversations
Data, analytics, and reporting
- Improved readability of native voice transcription in Spanish language transcripts
- Unified and scalable Genesys Cloud CX conversation data extraction
Open platform
- New Genesys Cloud Voice phone number inventory report
- Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type
Self service and automation
- Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
- Genesys Cloud Virtual Agent language support for Italian
- Introducing Guides in AI Studio
- Introducing AI Studio
Workforce engagement
- Workforce management capacity planning
Deprecations
- Deprecation: Mobile Messenger SDK localization files storage
- Deprecation: BYOC Premises Edge Remote Survivability
Employee productivity
- Multi contextual panels
- Fax interface update
Customer engagement
- Architect digital bot flow time picker support
- Genesys Cloud Social support for Instagram
- Web Messenger support for time slot picker
- Retention of library selection in the Canned Responses Admin page
- Updated pricing for social direct messages, SMS, and agentless outbound email
- Enhanced email administration user interface
Data, analytics, and reporting
- AI Insights at a glance
- New digital response time and engagement metrics
Workforce engagement
- Evaluate up to 50 interactions per agent daily with AI Scoring
- Multiple answer selection in evaluation form questions
Deprecations
- Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
- Deprecation: Workforce management historical data delete job API endpoints
Employee productivity
- Multi contextual panels
- Agent Copilot summary API metrics and edited summaries
Customer engagement
- Configurable X integration sizes and new entry size
- Linked organization name directly in the Profile Panel contact card
Data, analytics, and reporting
- Enhanced Performance dashboards with real-time agent status counts by work team
- AI insights about reasons for customer sentiment
Employee productivity
- Multi contextual panels
- Genesys Agent Copilot and Genesys Virtual Agent Turkish language support
Customer engagement
- Mobile Messenger SDK content profile support
- Time-based conditions in call rule sets
- Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance
Data, analytics, and reporting
- Program and Detected Category filters and columns in Content Search view
Open platform
- Script selection from in the Workitem Panel in Panel Manager
- CX Cloud from Genesys and Salesforce integration non-WebRTC phone support
Workforce engagement
- Improved Genesys Cloud Background Assistant (GCBA) Installer
Deprecations
- Deprecation: ACD Web Chat 2.0 (Rest API)
- Deprecation: Agent Assist AI Experience tokens provisioning
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Employee productivity
- Multi contextual panels
- New email send permissions control
Customer engagement
- Sort by priority in skills-based dialing for Preview campaigns
- Send and receive media through X (formerly Twitter) channel
Data, analytics, and reporting
- Group Ring column and filter in Interaction views
Open platform
- Wrap-up code integration between Genesys Cloud and ServiceNow
- On Demand log capture for agents
Workforce engagement
- Export agent summary data as PDF or CSV
Employee productivity
- Multi contextual panels
- Configure chat message editing time limits
Customer engagement
- Genesys Cloud Open Messaging supports custom social network connectors
- Character counter in canned responses editor
Data, analytics, and reporting
- View phrase usage in Topic Editor
Self service and automation
- Introducing the Webhook for Events integration
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Quick replies, cards, and carousels for open messaging
Employee productivity
- Multi contextual panels
Data, analytics, and reporting
- Track and manage billing for Supervisor Copilot AI features
- Improved event list organization for enhanced journey building
- Event card editing and visualization in journey canvas
Open platform
- Multi-org campaign management in CX Cloud from Genesys and Salesforce
Self service and automation
- Enhanced recognition failure handling in Architect digital bot flows
- BYOC Cloud TLS X.509 certificates
Workforce engagement
- Shift trades across weeks within schedule to improve agent flexibility
- Find Agent Search field in gamification profiles
