Genesys Cloud - Genesys Cloud category

Customer engagement

• Improved Messenger UI color contrast patterns

Self service and automation

• Mute suggestions and hide intent health for Architect bot flows and digital bot flows

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Employee productivity

• Genesys Agent Assist on the CX platform for voice

Self service and automation

• Category and subcategory navigation in the knowledge portal

Deprecations and announcements

• CIDR IP address range for cloud media services expansion
• Native LINE third-party messaging channel deprecation
• Mandatory SMS Registration Deadline: Toll Free Numbers

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Customer engagement

• Add media to an Outbound SMS campaign
• Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

• Evaluator value update based on submission
• Create in-app toast notification alert rule
• Analytics Performance views accessibility improvements

Workforce engagement

• Quality evaluation revision enablement for rescores
• Quality management evaluations assignment
• View time-off balances from an external HR system on Genesys Tempo
• Dispute completed quality management evaluations

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Account management

• Division-aware configuration objects default to all divisions
• Assign divisions to secondary statuses
• User settings page displays the last login date and time

Customer engagement

• GCV outbound fraud protection

Data, analytics and reporting

• New speech and text analytics permissions
• Agent empathy analysis API for English transcripts
• New analytics dashboard metrics
• Messenger co-browse toolbar improvements
• Remove agents who deselect their phone from the queue

Employee productivity

• Agent target selection interface and workflow improvements

Workforce engagement

• Assign division specific secondary status codes for agents

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Data, analytics and reporting

• Improved native voice transcription accuracy for specific French dialects
• Improved native voice transcription accuracy for specific Spanish dialects

Open platform

• Ringtone selection for call alerts

Self service and automation

• Centralized import and export for knowledge workbench V2
• Preview knowledge workbench V2 articles
• Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

• Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

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Customer engagement

• Improved call analysis response performance
• Bring Your Own (BYO) SMS in Genesys Cloud

Data, analytics, and reporting

• Out-Of-The-Box (OOTB) process updates
• Manually add words to the dictionary backend

Self service and automation

• Knowledge optimizer unanswered queries improvements

Deprecations and announcements

• Legacy alerting system deprecation postponement

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Customer engagement

• Search domain names and email addresses
• Inbound call handling site for BYOC Cloud trunks
• Supported file attachments update in third-party messaging

Data, analytics, and reporting

• Configure rules for any user in a work team

Self service and automation

• Cards and carousels for digital bot conversations
• Expanded knowledge portal availability

Workforce engagement

• WEM activity widget for Genesys Cloud for Embedded Framework
• Architect workflow automated notifications

Deprecations and announcements

• Deprecation: Active Screen Recordings UI

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Customer engagement

• Open messaging typing indicators

Data, analytics, and reporting

• Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

• Architect workflow trigger automation
• Introducing Genesys Cloud CX Accelerators

Self service and automation

• Support center name change
• Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
• Introducing the Architect Optimizations dashboard
• Architect flow outcomes and milestones user interface updates

Workforce engagement

• Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

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Customer engagement

• Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
• Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

Data, analytics, and reporting

• WebRTC Media Helper in Analytics

Self service and automation

• Architect zoom enhancement and legacy user interface toggle removal

Workforce engagement

• WEM activity views in Genesys Cloud for Salesforce embedded client
• Telephony administrator user interface updates

Deprecations and announcements

• Search Audits APIs deprecation postponement

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Customer engagement

• Conditional group routing as the timeout routing method for preferred agent routing
• Require the WebRTC Media Helper
• Custom music for agent-initiated hold duration
• End interactions automatically when agents logoff
• Improved media handling for outbound message attachments

Data, analytics, and reporting

• Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
• Introducing the Genesys Cloud Analytics Add-on (A3S)
• Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

• Genesys Cloud for Chrome extension update
• Calling party ID in p-asserted identity SIP header
• Yealink headsets support

Self service and automation

• Additional formatting for knowledge workbench v2 articles
• Test digital bot flows in real time
• Intent health in Architect bot flows and digital bot flows

Workforce engagement

• Quality evaluation scores now available as a gamification metric

Deprecations and announcements

• US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
• Arrow Electronics partnership and end of preconfigured edge appliances program
• Deprecation: CX digital agent workspace (digital desktop only)
• Japanese translation of “idle” inconsistency

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Data, analytics, and reporting

• Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
• Real-time agent filtering and agent updates

Self service and automation

• Nuance Mix integration support in Canada
• JSON variables and states in Architect bot flows and digital bot flows

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Contact center

• Additional voice transcription accuracy improvements for Japanese
• Sensitive Data Masking for voice interactions
• Additional CX 1 Digital Add-On II capabilities
• Co-browse for web messaging read-only fields and buttons
• Dashboards summary page enhancements
• Dashboard management for administrators
• Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

• Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

• Search Audits view deprecation
• BYOC Cloud TLS X.509 certificate renewal
• Certificate Authority change for Microsoft Teams integration
• Release Notes category improvements

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Contact center

• Force stop button in digital campaign management

Integrations

• Limitation for JSON objects depth in data action service

Platform

• Trigger inclusion in Genesys Cloud CX 1 license

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Contact center

• Updated WhatsApp pricing structure
• Copy and share interaction transcripts
• Web messaging inbound custom attribute size limit requests
• SMS short code number in France
• Improved workload balancing in predictive routing

Integrations

• Two score-setting options for ranking waiting interactions

Platform

• PCI DSS recertification
• Genesys Cloud WhatsApp Embedded signup self-service onboarding
• Subscribe to events from the Operational Console

Deprecations and announcements

• Deprecation: Outbound Search Audits view
• Mandatory SMS US and Canada registration

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Contact center

• Agent evaluation details export generation for multiple agent
• Workforce management business unit and service goal template impact override settings
• Increased limits for workforce management dimensions
• Topic miner Spanish language support

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Communicate

• Polycom Zero Touch Provisioning
• Specify a Canadian address as a remote emergency address

Contact center

• Collaborate chat quick access for recent chat messages
• Real-time Interactions data export

Integrations

• Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

• Suppress call recordings during IVR flow and in-queue segments

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Contact center

• Architect user interface refresh
• Configure new conditional group routing method
• Touchpoint variations for knowledge workbench articles

Platform

• Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

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Contact center

• Extended voice transcription services support for additional English dialects and German Switzerland
• Improved native voice transcription accuracy for specific English dialects
• Trigger Process Automation from any Evaluation State Change
• Assign a permission to grant a role to a user by division

Deprecations and announcements

• Deprecation of legacy Dialog Engine postponement

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Contact center

• Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

• Deprecation: CX digital agent workspace

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Contact center

• Authenticated web messaging for verified users
• Auto answer for digital interactions on queues

Deprecations and announcements

• LiveNow permission change
• CIDR IP address range for cloud media services expansion

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Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Drill down to dashboard performance views
• Real time alerting based on agent’s after call work duration
• Improved dashboard create and edit options
• Show or hide top viewed articles in Support Center
• Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

• Resource Center improvements
• Telephony Extensions now support Divisions

Deprecations and announcements

• Legacy alerting system deprecation
• External Contact directory pages external organization logo removal

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Collaborate

• Support for MDM browser authentication for Collaborate for iOS

Contact center

• Workforce management time-off requests user interface improvements
• Improvements to playback screen recordings
• Workforce management and HR Integration System (HRIS) integration
• Modify the default whisper tone in Architect
• Real-time alerting for waiting interactions
• Introducing improved alerting

Integrations

• Client information in the embedded clients interaction window

Deprecations and announcements

• Journey customer service deprecation

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Contact Center

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

• Knowledge workbench V1 deprecation
• Genesys Dialog Engine deprecation postponement
• Mandatory US and Canada SMS/MMS registration

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Communicate

• Additional ringtone options for Communicate for iOS and Android

Contact Center

Integrations

• 8×8 integration

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