Genesys Cloud - Genesys Cloud category

Contact center

• Introducing AudioHook Monitor
• Mandatory US and Canada SMS toll-free number verification
• Retrieve estimated wait times for different media types in Architect flows
• Use random functions in Architect decision actions
• Parity in agent performance views with agent metrics reports
• Export and import forecast in user-selected time zone for workforce management
• Secure pause recordings when not a conversation participant in Conversations API

Platform

• Enable automatic capture of console logs for troubleshooting

Deprecations

• Agent interaction UI collapse/expand control removal

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Communicate

• Introducing hybrid telephony connections

Contact center

• Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
• Recycle a digital campaign
• Enhanced customer journey view for Predictive Engagement administrators
• Shrinkage Reporting API for workforce management
• Ability to provide feedback to sentiment analysis in French dialects
• Dutch programs, topics, and phrases support

Integrations

• Amazon EventBridge topic for wrap-up codes
• Amazon EventBridge topics for external contacts and after call work events

Platform

• Updated icons in the Genesys Cloud UI

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Contact center

• Workforce management agent schedule enhancements
• Expanded inbound MMS support for SMS messages
• Outbound MMS support for SMS messages
• DNC.com integration for Do Not Contact lists enhancements
• Performance report for queues with predictive routing
• Ability to remove PII from voicemail and fax notifications

Integrations

• Amazon EventBridge topics for conversation and flow metrics

Platform

• API usage report
• CX as Code support for Architect flows
• Genesys Cloud fair use policy documentation improvement

Deprecations

• Deprecation of workforce management time-off requests for non-consecutive days

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Contact center

• Authenticated web messaging
• ”Bring your own keys” for recording encryption
• SSML support for language capabilities in Genesys Dialog Engine Bot Flows
• Toll-free number and long code support in NANP for outbound SMS campaigns
• Map secondary presence statuses to workforce management activity codes
• Workforce management view adherence permission

Deprecations

• Workforce management adherence permission change

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Contact center

• Filter interaction transcripts by detected topics in Content Search view
• Audit log viewer for workforce management time-off limits and time-off plans

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Contact center

• Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

• Website visitor count API change

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Communicate

• Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

Contact center

• Inline images in canned responses
• Ability to disable call analysis and answering machine detection
• Email, message, and chat transcript enhancements
• Configure workforce management activities as interruptible for coaching

Deprecations

• Workforce management adherence permission change

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Contact center

• Predictive routing for email interactions
• Predictive routing for message interactions
• Coaching UI improvements
• Coaching and learning by division access
• Architect Flush Audio action
• Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
• Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

• The Developer Center has a new look
• Introducing Developer Center Notifications Monitor

Deprecations

• Deprecation of workforce management time off requests for non-consecutive days

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Contact center

• Introducing analytics workspace
• Average Hold Handled and ACW Handled columns in Performance views
• Improved customer sentiment scoring
• Workforce management import service enhancement
• Configurable Messenger position for web messaging
• Web messaging delivery status notifications
• Campaign and campaign sequence schedule improvements

Platform

• US East 2 (Ohio) region deployment

Deprecations

• Agent interaction UI collapse/expand control removal

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Contact center

• Introducing Architect in-queue flow support for digital flows
• Architect data table permission enhancements
• Customize inbound message flow based on action map
• Assign to me option for quality management evaluation assignment
• Portugal Portuguese voice transcription support
• Portugal Portuguese programs, topics, and phrases support

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Contact center

• Introducing Architect built-in voicemail flow
• Flow milestone views and flow outcomes and performance view updates
• Scheduled Callbacks view improvements
• Expanded workforce management audit log details
• View the creation date and time of a schedule or forecast
• Inspirational quotes replacement

Integrations

• Maximum instances per organization for Amazon EventBridge integration

Deprecations

• Horizontal script panel in agent interaction UI removal
• Workforce management adherence permission change

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Contact center

• Content offers on Predictive Engagement single snippet

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Platform

• Genesys Cloud offer packaging and pricing changes
• BYOC Cloud pricing model changes
• Fair use voice transcription pricing changes

Contact center

• Agent-owned callback requests and Scheduled Callbacks view
• Skill matching for predictive routing
• Dutch and Korean voice transcription view and search support

Deprecations

• Architect Get Journey Sessions by customer action removal

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Contact center

• Workforce management adherence reporting usability enhancements
• Not Responding filter and columns in Interactions views

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Contact center

• Introducing Agent Assist in select regions
• Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
• Workforce management shifts and shift history management enhancements
• Update ACD and language skills on an interaction in a queue with Routing API

Deprecations

• Workforce management time-off requests for non-consecutive days deprecation

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Contact center

• Limited PII masking in Performance views and exports
• Access to agent management across divisions
• Manually assign interactions across queues
• Polish programs, topics, and phrases support

Deprecations

• API endpoint change for supported topic spotting dialects

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Collaborate

• Collaborate chat improvement

Communicate

• Customize caller ID information with prioritized caller selection

Contact center

• Create workforce management schedules without a forecast
• Workforce management schedule validation error severity enhancement
• Simplified recording and quality policy configuration
• Evaluation summary in agent activity view

Integrations

• Automatic log out of single sign-on provider

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Contact center

• Redesigned roster in agent interaction UI
• Performance views for Predictive Engagement action maps, segments, and outcomes
• Set skills and interaction priority in Architect in-queue flows
• Audit log viewer for workforce management time-off requests and shift trades

Integrations

• Delete data actions support

Deprecations

• Architect Get Journey Sessions by Customer action removal

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Contact center

• Access control enhancement for call recording segments

Deprecations

• Workforce management adherence permission change

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Communicate

• EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

• Introducing the Amazon EventBridge integration
• Introducing the Nuance Mix integration for voice and digital flows

Deprecations

• Agent interaction UI collapse/expand control removal
• Horizontal script panel in agent interaction UI removal
• Workforce management historical data import service JSON format endpoint deprecation

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Communicate

• Telephony terminology changes

Contact center

• Send custom attributes with web messages
• Agentless Notification API enhancement for SMS and open messaging
• Analytics Detail Events for the EventBridge integration
• Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

• Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

• CX as Code

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Contact center

• Voice interaction coaching and monitoring
• Data actions as a voice campaign pre-call or post-call rule action
• Automatic bot responses
• Assign flow outcome within divisions
• Sentiment score metric added to Transcripts Aggregate API
• Polish voice transcription support

Deprecations

• Workforce management adherence permission change
• API endpoint change for supported topic spotting dialects

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Contact center

• Quick replies for WhatsApp messaging
• Custom gamification profiles
• Workforce Engagement Management add on subscription expansion of functionality and billing change

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Contact center

• Time-off enhancements for workforce management
• Ensemble model and Theta method for workforce management automatic best method forecasting
• Additional columns and filter in Queues Performance views
• Additional recording and evaluation filters and columns in Interactions view
• Development Aggregate API for development and feedback modules
• Additional French sentiment analysis support
• Screen recording download permission

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