Genesys Cloud - Open platform category

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

Customer engagement

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

Account management

  • Automatic role assignment for reactivated users

Employee productivity

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

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

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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
  • 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

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

View details

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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