Genesys Cloud - Genesys Cloud category

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

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Customer engagement

  • WhatsApp outbound campaign schedules
  • Profile panel support for workitems
  • Conditional group activation based on real-time metrics

Data, analytics, and reporting

  • Improved native voice transcription for English

Open platform

  • CX Cloud from Genesys and Salesforce support for agent initiated after call work
  • Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

  • Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

View details

Employee productivity

  • Multi contextual panels
  • Enable focus mode for agent apps
  • Improved Collaborate chat read and unread message sync
  • Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

  • Access and promote external contacts directly in Architect
  • Internal article linking within the knowledge base

Data, analytics, and reporting

  • Search transcript content up to 90 days back
  • Improved native voice transcription readability for Portuguese
  • Exclude existing topics and phrases from topic mining
  • Manage expiring and expired exports in the scheduled exports view

Self service and automation

  • Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

  • Set limits on shift types and weekend work in schedules
  • Increased number of AI-scored questions allowed in evaluation forms

View details

Employee productivity

  • Multi contextual panels

Customer engagement

  • Configurable outbound routes now available for customer first callbacks

Self service and automation

  • Knowledge workbench V2 accessibility improvements
  • Introducing Virtual Agent performance dashboard
  • New metrics for Architect bot and digital bot flows in the Optimization dashboard
  • Enhanced AI-powered slots for virtual agents

Workforce engagement

  • Unlimited archived recording restorations

Deprecations

  • Deprecation: Update a user’s presence without permission restrictions
  • Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

View details

Employee productivity

  • Multi contextual panels
  • Improved Collaborate Chat read and unread message sync

Data, analytics, and reporting

  • Recover deleted dashboards from summary and owner pages
  • Flow Outcomes and Milestones now available in Journey Management

View details

Employee productivity

  • Multi contextual panels
  • Call forwarding enhancements with group search functionality

Account management

  • Audit SAML authentications
  • Increased SSO integrations allowance per identity provider

Customer engagement

  • Messenger individual application provisioning and configuration redesign
  • WhatsApp’s per message pricing update

Workforce engagement

  • Policy-based station-side call recording
  • Evaluation data access via consolidated reporting views
  • Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

View details

  • Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Account management

  • Enhanced groups profile configuration

Customer engagement

  • Sort contacts by priority in skills-based dialing for progressive campaigns
  • Sort contacts by priority for skills-based dialing in Preview campaigns
  • Workitems List View filter enhancements
  • Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

  • Improved readability of native voice transcription in Spanish language transcripts
  • Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

  • New Genesys Cloud Voice phone number inventory report
  • Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

  • Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
  • Genesys Cloud Virtual Agent language support for Italian
  • Introducing Guides in AI Studio
  • Introducing AI Studio

Workforce engagement

  • Workforce management capacity planning

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: BYOC Premises Edge Remote Survivability

View details

Employee productivity

  • Multi contextual panels
  • Fax interface update

Customer engagement

  • Architect digital bot flow time picker support
  • Genesys Cloud Social support for Instagram
  • Web Messenger support for time slot picker
  • Retention of library selection in the Canned Responses Admin page
  • Updated pricing for social direct messages, SMS, and agentless outbound email
  • Enhanced email administration user interface

Data, analytics, and reporting

  • AI Insights at a glance
  • New digital response time and engagement metrics

Workforce engagement

  • Evaluate up to 50 interactions per agent daily with AI Scoring
  • Multiple answer selection in evaluation form questions

Deprecations

  • Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
  • Deprecation: Workforce management historical data delete job API endpoints

View details

Employee productivity

  • Multi contextual panels
  • Agent Copilot summary API metrics and edited summaries

Customer engagement

  • Configurable X integration sizes and new entry size
  • Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

  • Enhanced Performance dashboards with real-time agent status counts by work team
  • AI insights about reasons for customer sentiment

View details

Employee productivity

  • Multi contextual panels
  • Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

  • Mobile Messenger SDK content profile support 
  • Time-based conditions in call rule sets
  • Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance 

Data, analytics, and reporting

  • Program and Detected Category filters and columns in Content Search view

Open platform

  • Script selection from in the Workitem Panel in Panel Manager
  • CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

  • Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

  • Deprecation: ACD Web Chat 2.0 (Rest API)
  • Deprecation: Agent Assist AI Experience tokens provisioning
  • Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

Employee productivity

  • Multi contextual panels
  • New email send permissions control

Customer engagement

  • Sort by priority in skills-based dialing for Preview campaigns
  • Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

  • Group Ring column and filter in Interaction views

Open platform

  • Wrap-up code integration between Genesys Cloud and ServiceNow
  • On Demand log capture for agents

Workforce engagement

  • Export agent summary data as PDF or CSV

View details

Employee productivity

  • Multi contextual panels
  • Configure chat message editing time limits

Customer engagement

  • Genesys Cloud Open Messaging supports custom social network connectors
  • Character counter in canned responses editor

Data, analytics, and reporting

  • View phrase usage in Topic Editor

Self service and automation

  • Introducing the Webhook for Events integration

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Quick replies, cards, and carousels for open messaging

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Track and manage billing for Supervisor Copilot AI features
  • Improved event list organization for enhanced journey building
  • Event card editing and visualization in journey canvas

Open platform

  • Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

  • Enhanced recognition failure handling in Architect digital bot flows
  • BYOC Cloud TLS X.509 certificates

Workforce engagement

  • Shift trades across weeks within schedule to improve agent flexibility
  • Find Agent Search field in gamification profiles

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Instagram support for external contacts identity resolution

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Average Speed of Answer in Agent Performance views

Open platform

  • Synchronize ServiceNow cases with Genesys Cloud work items

Workforce engagement

  • AI scoring support for consult transfers

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Email administration user interface enhancements
  • Retry configuration for unsuccessful customer first callbacks

Employee productivity

  • Multi contextual panels
  • Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

  • Automatic role assignment for reactivated users

Self service and automation

  • Content-based search for non-English knowledge base articles
  • Architect help panel

Workforce engagement

  • Enable audio selection with screen recordings in playback

Deprecations

  • Deprecation: Analytics Transcripts Query Endpoint API

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Allow participants to clear web messaging conversations
  • Architect inbound email flow AI intent and entity detection
  • Web messaging French Canada, Greek, and Hindi support
  • Outbound dialing campaign health indicator

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Improved voice offered metrics for customer first callbacks

Workforce engagement

  • Updated Genesys Cloud built-in learning modules
  • Improved workforce management deferred workload prediction algorithm

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: Workforce management historical data delete job API endpoints

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Access workbin and worktype names in task management events

Employee productivity

  • Multi contextual panels
  • Agent Copilot assigned at the queue member level

Data, analytics, and reporting

  • Bulk Export API to export external contacts and related data 

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning
  • Deprecation: Presence update requires new permission

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • External source for open messaging identity resolution in the UI
  • Detailed counts of digital messaging activity
  • Improved keyword precision for SMS
  • Microsoft Graph for email integration

Employee productivity

  • Multi contextual panels
  • Improved agent email address handling
  • Expanded Agent Assist dashboard with enhanced insights

Data, analytics, and reporting

  • Normalization of Digits in French for Low Latency transcription.
  • Division support for external contacts bulk import
  • Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

  • Advanced knowledge handling in bot flows

Deprecations

  • Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
  • Deprecation: Windows 10 OS support for the desktop app
  • Deprecation: Genesys Enhanced TTS – Google European Voices

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Next Contact Avoidance (NCA) in predictive routing

Employee productivity

  • Multi contextual panels
  • Agent Copilot configuration experience improvements

Account management

  • Division assignment for external contacts and external organizations

Data, analytics, and reporting

  • Save static interaction lists in Content Search
  • Dedicated API endpoints for schema metadata retrieval

Open platform

  • Phone book support in the Omni-Channel widget for CX Cloud
  • Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
  • Configurable timeout for data actions

Workforce engagement

  • Enable audio selection with screen recordings in playback

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Introducing outbound WhatsApp campaigns support

Employee productivity

  • Multi contextual panels
  • Conversation details for agents
  • Prevent agents from staying on queue without a selected station

Account management

  • Attribute-based access control

Data, analytics, and reporting

  • View average sentiment score across performance views
  • Retrieve Estimated Wait Time (EWT) by label
  • Analytics agent activity API filter and sort agents based on conversation activity
  • Agent Timeline Detail view

Open platform

  • Sync external email interaction data in Genesys Cloud EX
  • Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Workforce engagement

  • Add or remove individuals from automatic development and feedback modules assignment
  • Gamification Contests

Self service and automation

  • Query jobs API typeId as a primary filter and increased filter limits

Deprecations

  • Deprecation: Amazon Lex V1 bot integration

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Non-default content profile support for SMS

Employee productivity

  • Multi contextual panels
  • Improved accessibility in Tempo
  • View possible shifts in the Genesys Tempo mobile app
  • Notes panel improvements
  • Wrap Up panel usability improvements 

Account management

  • Introducing the Genesys Cloud CX 4 license

Data, analytics, and reporting

  • On demand voice and digital transcript translation
  • AI-generated interaction transcript summaries
  • English voice transcript sensitive data masking improvements

Open platform

  • Script support in the CX Cloud from Genesys and Salesforce integration

Workforce engagement

  • AI scoring in evaluation forms
  • Daily value configuration in service goal templates

Deprecation

  • Deprecation: BYOC Cloud TLS Ciphers:

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Genesys Cloud for X (Twitter) Direct Messaging integration
  • Introducing Genesys Cloud Social
  • Work Automation List view OR queries

Employee productivity

  • Multi contextual panels
  • ACD voicemail transcription

Data, analytics, and reporting

  • Sensitive data masking support for English chat and messaging transcripts

Open platform

  • Ukrainian language support

Deprecation

  • Deprecation: Documents UI Audit tab 
  • Deprecation: Auto answer pop-up toast
  • Deprecation: Genesys Enhanced TTS – Google European Voices

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Support for open messaging in Single Customer view

Employee productivity

  • Multi contextual panels
  • Agent Copilot configuration experience improvements

Data, analytics, and reporting

  • Extended voice transcription services support for Turkish
  • Support sentiment and empathy analysis for Hindi (Hi-IN)
  • Date range and complete transfer type support for Journey Flows in Architect

Open platform

  • Unified Experience from Genesys and ServiceNow embedded voice interactions
  • Unified Experience from Genesys and ServiceNow with External Routing support

Workforce engagement

  • Genesys Cloud updated built-in learning modules

Deprecations

  • Deprecation: Billing APIs and UI components

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Typing indicators in Mobile Messenger

Employee productivity

  • Multi contextual panels
  • Conversation summaries on transfer with Agent Assist and Agent Copilot
  • Notes panel improvements
  • Wrap Up panel usability improvements 

Data, analytics, and reporting

  • Journey Management date range configuration

Open platform

  • Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

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

Workforce engagement

  • Trigger process automation from Coaching or Learning state changes

Deprecations

  • BYOC Premises – Genesys Hardware Solution deprecation

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Employee productivity

  • Multi contextual panels
  • Enable real-time queue and agent monitoring with customizable notifications on Android
  • Improved Agent Copilot summarization for English and Spanish Dialects

Account management

  • User settings page displays the last login date and time

Data, analytics, and reporting

  • Insert a new event between two existing events in Journey Management
  • Purchase Speech and Text Analytics as a standalone product
  • Turn customer sentiment analysis on or off

Open platform

  • Additional screen pop options in CX Cloud from Genesys and Salesforce
  • Division-aware permissions and APIs for external contacts

Workforce engagement

  • Increase screen recording duration for after-call work
  • Set scheduling constraints for calendar months

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification

Employee productivity

  • Multi contextual panels
  • Notes panel improvements
  • Wrap Up panel usability improvements 
  • Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
  • Agent Copilot Dictionary Management
  • Display external contact names in call history and voicemail inbox
  • Enable message pinning in Collaborate chat

Account management

  • User settings page displays the last login date and time
  • Voice transcription combined offer
  • Simplified license usage logic

Data, analytics, and reporting

  • Native voice transcription support for Hebrew

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

View details

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