Genesys Cloud - Employee productivity category

Customer engagement

• Barge-in capability for supervisors and administrators

Data, analytics, and reporting

• Enhanced agent status visibility for supervisors

Employee productivity

• Utilization labels for Click to Dial API

Open platform

• Genesys Cloud Voice phone number availability in LATAM countries
• Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce

Workforce engagement

• Real time update of gamification scores

Deprecation

• 2024 Genesys CIDR expansion and firewall requirements notification

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Account management

• Hourly interacting users billing option

Customer engagement

• Highlight markdown support in web messaging
• Outbound open messaging on behalf of a queue

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese
• Introducing digital performance monitoring views

Employee productivity

• Genesys Agent Assist available for Japanese language

Self service and automation

• Select multiple segments in knowledge article variations
• Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
• Introducing Architect Replay Mode
• Advanced Architect execution data capabilities for all flows

Workforce engagement

• Improved navigation between published schedules in the workforce management schedule editor
• Genesys Cloud Workforce Management work plan bidding

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Customer engagement

• Introducing Work Automation

Data, analytics, and reporting

• Topic miner German, Italian, and Portuguese language support

Employee productivity

• Introducing direct routing to dedicated users
• Introducing Genesys Agent Copilot

Open platform

• Dynamic documentation and trigger enablement for the Operational Console

Workforce engagement

• Manage time-off details in the workforce management Time-off Limits view
• Trade alternative shifts for enhanced workforce management shift management

Deprecations

• Deprecation: Mobile Messenger SDK for React Native apps

Platform

• Japanese translation of the Export report

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Customer engagement

• SMS UK long code purchase requirement
• Expanded campaign rule actions for enhanced automation
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Reconnect and reply to closed email
• Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

• Enhanced dictionary management

Employee productivity

• Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
• Enhanced privacy controls for ad hoc recordings

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

• Enhanced employee recognition for improved engagement

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Account management

• Simplified customer firewall requirements

Customer engagement

• Enhanced message delivery status in messenger widget

Employee productivity

• Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
• Insights app for iOS
• Direct voicemail non-ACD call transfer for enhanced call management

Open platform

• Enhanced AudioHook Monitor configuration and migration process

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Workforce engagement

• SCORM 1.2 learning standard conformance
• Learning module improvements

Deprecations

• Deprecation: ACD Web Chat 2.0 (Rest API)
• Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

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Customer engagement

• Auto-answer functionality for agents in preview campaigns
• Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

• Improved interval granularity for ad-hoc exports
• Edit and rerun scheduled exports
• Export panel enhancements

Employee productivity

• Genesys Agent Assist summarization Spanish support (preview)
• Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

• Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
• Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
• BYOC Cloud TLS X.509 certificates
• Architect data tables user interface updates

Workforce engagement

• Insights visual charting for supervisors

Deprecations

• Deprecation: BYOC Premises Edge Remote Survivability
• Deprecation: Active screen recordings UI

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Data, analytics, and reporting

• Enhanced toast, email, or SMS notification alerts
• Enhanced alerts management
• Improved native voice transcription accuracy for Korean dialect

Employee productivity

• Genesys Agent Assist summarization moved to the ACW pane
• Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
• Control knowledge behavior from start to finish in Architect digital bot flows
• Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Deprecations and announcements

• Deprecation postponement: Legacy alerting system

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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
• 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

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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

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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

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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

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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

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