Genesys Cloud - Employee productivity category

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

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Work items custom panel support

Data, analytics, and reporting

  • Enhanced responsive layout and widget scaling for dashboards

Employee productivity

  • Suppress profile notifications
  • Workflow triggers for collaborate chat messages
  • Persistent agent settings for embedded clients on the server side
  • Workflow triggers for external user presence events

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Workitem query and filter improvements
  • Direct access to interaction details from the Customer Journey tab
  • Enhanced workitems list view with column picker and advanced filtering
  • Web messaging support in the Zurich (EUC2) region

Data, analytics, and reporting

  • Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
  • Real time data update indicators in analytics views
  • View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

  • Enhanced control over agent assistance access
  • Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Open platform

  • Hardware and OS support for CHS Large devices
  • Genesys Cloud Voice number management UI improvements

Workforce engagement

  • Workforce management per minute scheduling granularity

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Customer engagement

  • Success, Neutral and Failure classifications in wrap up code mappings

Data, analytics, and reporting

  • Improved summary row display in analytics performance views

Employee productivity

  • Configurable voicemail forwarding for presence states

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Customer engagement

  • Auto-termination for closed workitem statuses

Workforce engagement

  • Activity plans for optimal workforce management scheduling

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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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