Genesys Cloud - Genesys Cloud category

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

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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

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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:

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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

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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

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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

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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

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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

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Auto answer for voice interactions on queue settings
• Auto answer for digital interactions

Data, analytics, and reporting

• Filter and search conversations by acoustic metrics and wrap-up codes

Employee productivity

• Agent Copilot summary analytics access via API

Self service and automation

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

Workforce engagement

• Reminders for agents about their next scheduled activity

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Configure max calls per agent with decimal precision
• Recurring outbound campaign schedules
• Script support for workitems

Account management

• Customize inactivity timeout settings

Data, analytics, and reporting

• Topic miner Swiss German language support
• Improved attribute lists view for Journey Management events
• Configure performance dashboard widgets with work team and reports-to filters
• Filter customer journey data using numbers

Employee productivity

• Enhanced email input fields

Self service and automation

• Portuguese language support in Architect

Workforce engagement

• Workforce management historical data import improvement
• Assign coaching without workforce management scheduling
• Workforce management activity codes for coaching and learning

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• External contacts profile panel refresh
• Interactive WhatsApp templates with images and dynamic call-to-action buttons
• Automatic time zone mapping support for Genesys Cloud and Salesforce Integration

Account management

• Login banner added to Genesys Cloud login screen

Workforce engagement

• Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

• Deprecation: Legacy ACD web chat (version 1)
• Deprecation: Legacy co-browse and screenshare

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Regex custom data filtering to protect sensitive information for co-browse
• Preserve routing information for callbacks and voicemails
• Define rule conditions based on workitem dates
• Updated agent canned responses panel
• Bulk workitem addition via API

Data, analytics, and reporting

• Share dashboards with work teams and individuals
• Agent performance reports for inactive and deleted users
• Improved native voice transcription accuracy for French
• Normalization of Digits in German for Low Latency transcription.

Employee productivity

• Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users

Open platform

• CX Cloud from Genesys and Salesforce Agent Copilot support
• Custom node.js code as part of a data action
• Division-aware permissions and APIs for external contacts

Workforce engagement

• Improved search and filters for screen recorded interactions

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• SMS and E-mail campaign automation using campaign rules

Data, analytics, and reporting

• Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
• Hindi programs, topics, and phrases support
• Complex journeys persist in post calculation sequenced path order on Journey Management

Employee productivity

• Add descriptions to collaborate chat rooms

Workforce engagement

• Improved deferred workload prediction algorithm

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Division-based Schedule view
• Bulk workitem termination

Data, analytics, and reporting

• Improved Content Search view
• Topic miner Dutch language support

Self service and automation

• Automatically generate utterances in voice and digital bot flows with Genesys Virtual Agent and Genesys Agent Copilot
• Knowledge bases with content search available in Architect bot flows and digital bot flows

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification

Account management

• Control scripts access based on division membership

Data, analytics, and reporting

• Native voice transcription support for Swiss German
• Improved native voice transcription accuracy for Spanish

Employee productivity

• Voicemail push notifications in Communicate mobile app

Open platform

• CX Cloud from Genesys and Salesforce language support
• Supporting links for operational event details

Self service and automation

• Track and optimize flow size with enhanced insights

Workforce engagement

• Improved workforce management schedule editor agent filter and sort
• Workforce management weekly staffing requirements with ABM forecasts
• Improved deferred workload prediction algorithm

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Authenticated messaging enabled for Mobile Messenger
• View Mobile Journey Tracking for enhanced agent insights
• Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

• Audit Viewer granular detail of role changes

Customer Engagement

• Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

• Preview active emails in queue and parked emails
• Collaborate chat hyperlink ability

Open platform

• Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

• Capture slot values via LLMs with Genesys Virtual Agent
• Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

• Workforce management activity smoothing and schedule variability

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Quick replies, cards, and carousels for open messaging
• Automatically pause co-browse session for specific pages
• Real-time WhatsApp message status tracking
• External Contacts external ID support
• Workitems List View filter and sort support

Data, analytics, and reporting

• Enhanced bulk import for external contacts

Employee productivity

• Automatic missed call notifications for mobile communicate users

Workforce engagement

• GCBA proxy server support
• Enhanced date format display for workforce management agents

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Enable UUI retrieval from outbound call responses

Account management

• Genesys Cloud self-certifies for the EU-U.S. Data Privacy Framework

Data, analytics, and reporting

• Journey Management filter and display options

Employee productivity

• Improved agent messaging interface
• Keyboard support for DTMF input in embedded framework

Deprecations

• Deprecation: Supervisor for iPad app

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Agent Copilot summarization model improvement
• Introducing Architect workitem flows for enhanced work automation
• Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

• Enhanced interaction visibility in agent status widget
• Sentiment and agent empathy analysis for Swiss German language

Open platform

• Additional conversation events for the Operational Console

Self Service & Automation

• Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages

Self service and automation

• Architect toolbox search option

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Active callback columns for performance views

Account management

• Simplified customer firewall requirements

Data, analytics, and reporting

• Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

• Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
• Multi contextual panels

Self service and automation

• Introducing Genesys Cloud Virtual Agent
• Drag and drop in Architect builders
• Content based search for knowledge articles

Workforce engagement

• Workforce management read-only continuous forecasting
• Configurable time-to-live (TTL) for auto-generated recording URLs

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Voice surveys after customer interactions

Data, analytics, and reporting

• Journey flows tab in Architect for outbound call, inbound email and message flows

Open platform

• Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

• Disable automatic hinting in Architect bot flows

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Automatic time zone mapping support for European organizations
• Rule conditions and advanced capabilities for campaign rules
• Identifier claim management for external contacts

Account management

• Telephone resource limits in Admin UI

Data, analytics, and reporting

• Interactive charts for journey analysis

Employee productivity

• Supervisor access to voicemail metrics

Workforce engagement

• Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
• Manually assign work plans with future effective dates

View details

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

Account management

• Improved Genesys Cloud storage cost calculator

Data, analytics, and reporting

• Content Search lookback for words and phrases extended to 60 days
• Flow insights overlay for flow performance analysis

Employee productivity

• Disable WebRTC audio and alert notifications in the embedded client
• Preferred device profiles
• Improved summarization readability and efficiency for agents

Open platform

• Guided setup experience for CX Cloud installation

Self service and automation

• Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

• Enhanced agent and supervisor activity overview screen
• Workforce management notifications for process automation triggers
• Workforce management Business Unit/Management Unit and Time Zone placement in views

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
• Deprecation: Google Agent Assist for Genesys Cloud

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