Data, analytics, and reporting

• Improved native voice transcription accuracy for Korean dialect

Employee productivity

• Genesys Agent Assist summarization moved to the ACW pane

Self service and automation

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

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Data, analytics, and reporting

• Analytics data masking options
• Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
• Improved sentiment analysis for French and Spanish languages
• Agent empathy analysis

Employee productivity

• Headset call control buttons in embedded clients

Self service and automation

• Intent health in Architect bot flows and digital bot flows

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Customer engagement

• Architect post-call actions in voice calls
• Improved agent utilization for digital transfers
• Co-browse for web messaging
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Messenger co-browse toolbar improvements
• Co-browse supports multiple iframes
• Co-browse for web messaging read-only fields and buttons

Employee productivity

• Conversation summarization with Genesys Agent Assist for Voice
• Public APIs for Collaborate chat room management and chat messages

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Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
• Knowledge portal refreshed article search results
• Historical execution data for Architect bot flows and digital bot flows

Employee productivity

• Genesys Agent Assist knowledge article feedback
• Introducing Agent Assist

Customer engagement

• Enable and disable email threading
• Outbound digital campaigns event triggers for post-contact interactions

Data, analytics, and reporting

• Support for capitalization and punctuation in native voice transcription for English transcripts

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Employee productivity

• Remove users from Collaborate chat rooms

Data, analytics, and reporting

• Improved native voice transcription accuracy for Italian

Customer engagement

• Skills-based dialing for Preview and Progressive campaigns
• Refreshed Predictive Engagement user interface
• Configure labels to manage interactions
• Maximum number of calls per agent set at the campaign level

Self service and automation

• Genesys Dialog Engine Bot Flows in Architect
• Genesys Dialog Engine Digital Bot Flows in Architect

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Customer engagement

• Client Credential Flow (CCF) authentication support for SMTP integrations
• Support for multiple external email participants

Data, analytics, and reporting

• Improved native voice transcription accuracy for Japanese
• Improved accuracy of Irish street names in English native voice transcription

Employee productivity

• Enhancement of inactivity timeout in embedded clients

Open platform

• Update agent preferred name via public API

Workforce engagement

• Support for disputed evaluations on gamification metrics scorecards
• Suppress recording when a call is on hold

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Customer engagement

• In-queue and scheduled callback automation
• External contact management user interface refresh
• Increased support for non-E.164 format phone numbers in Single Customer View
• Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

• Topic miner French language support
• Mine for new trending topics in email interactions
• Sentiment Analytics data in Agent/Queue/Flow Topic views
• Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
• Agent, Queue, and Flow topics summary view enhancements
• Content search enhancements
• Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Employee productivity

• Real-time monitoring for web messaging channels

Workforce engagement

• Screen recording available in Genesys Cloud CX 1 license
• Performance insights view
• Bulk archive recordings through recording bulk action API
• Quality evaluation scores now available as a gamification metric

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