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
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

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

Customer engagement

Auto-termination for closed workitem statuses

Workforce engagement

Activity plans for optimal workforce management scheduling

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

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

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

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

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

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

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

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

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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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.