Genesys Cloud - Genesys Cloud category
List of the Genesys Cloud release notes that include Genesys Cloud updates.
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
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Notification topic for outbound message delivery failures
- Customer-first callback option
- Step-up authentication during web messaging sessions
Account management
- Genesys Cloud Unified License for Virtual Network Operators for India region
Data, analytics, and reporting
- Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Employee productivity
- Poly/HP Edge E Series managed phones available in Genesys Cloud
Self service and automation
- Resize images and tables in knowledge workbench articles
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
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
- 2024 Genesys CIDR expansion and firewall requirements notification
- Messenger session persistence
- Mobile Messenger SDK for iOS and Android
Data, analytics, and reporting
- Enhanced queue activation panel with search and pagination in agent detail views
- Extended voice transcription services support for Hindi
Self service and automation
- Knowledge workbench connectors for Salesforce and ServiceNow
- Agent Copilot AI-generated answers from manual search
Account management
- Counted limits monitoring and alerts
- WebRTC Media Helper enabled by default with allowed IP addresses feature
- Custom inbound data filtering rules for digital channels
Customer engagement
- Prerequisites in expandable section of Resource Center articles
- Park email interactions
Data, analytics, and reporting
- Dashboard Owners page
- Increase quality management topic limit to 5000 on request
- Journey management with Funnel analysis
Open platform
- Enhanced security with HIPAA compliant inactivity timeout
Self service and automation
- Genesys Cloud voice controlled attestation for outbound calls
Workforce engagement
- Screen recording playback UI modernization
- Improved customer sentiment and agent empathy analysis for English dialects
Data, analytics, and reporting
- Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support
Customer engagement
- Skills-based dialing in power and predictive outbound campaigns
- Work Automation performance views enhancements
- Granular campaign control permissions
- Interaction routing based on predictive scores
Self service and automation
- Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
- Flexible text-to-speech (TTS) engine selection in Architect flows
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
Account management
- Multiple messenger deployment behavior update
Customer engagement
- Enhanced WebRTC Media Helper for VDI users
- Extended after call work timeout
Open platform
- Support for CX Cloud in VDI environment
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 the Queue routing performance view
- Generic SIP station support in cloud media
- Web tracking API public endpoint
Data, analytics, and reporting
- Improved native voice transcription accuracy for Arabic dialects
Deprecations
- Deprecation: Supervisor for iPad app
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
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
- Limit agent actions during co-browse sessions
Data, analytics, and reporting
- Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
- Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
- Architect supported languages user interface enhancements
- Collapsible card interface in Architect actions
Workforce engagement
- Improved native voice transcription accuracy for Dutch
Deprecations
- Deprecation postponement: Legacy alerting system
Data, analytics, and reporting
- View speech and text analytics data for a year at a time
Customer engagement
- Granular control for clearing or signing out of web visit or journey sessions
Self service and automation
- HELD (HTTP Enabled Location Delivery) for E911 Location Information
Workforce engagement
- Interaction recording download tracking in audit trail
Deprecations
- Deprecation: Open messaging inbound endpoint
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
Account management
- Enhanced ACD Skills and Languages menu
Data, analytics, and reporting
- Email notifications for expiring and expired scheduled exports
- Introducing Architect Journey Flows for inbound and secure call flows
Open platform
- Genesys Cloud Voice currencies and inbound list pricing regional availability
- Poly VVX hostname format
Self service and automation
- Enhanced AudioHook Monitor configuration and migration process
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support
Deprecations
- Deprecation postponement: Legacy alerting system
Account management
- View all groups permission
Data, analytics, and reporting
- United Kingdom Genesys Cloud SMS users
- Interaction categories for interaction analysis
Customer engagement
- File attachments via supported content profile
- Queue segmentation of canned responses
- Re-use SMTP connections in outbound email
Self service and automation
- Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard
Workforce engagement
- Supervisor WEM dashboard
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
Customer engagement
- View and edit imported data via the user interface in the Contact List editor
- Dynamic outcome targeting in Predictive Engagement action maps
Self service and automation
- Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support
Deprecation
- Deprecation: Adobe data actions integration removal
- Improved Genesys Cloud announcements
Customer engagement
- Canned Responses user interface enhancements
Data, analytics, and reporting
- Introducing Architect Journey Flows for bot and digital bot flows
- Analytics API enhanced capabilities
- Real time alerts for out of adherence status
- Analytics views column picker improvements
Workforce engagement
- Manage Active Screen Recordings
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
