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