Genesys Cloud - Open platform category
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
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
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
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
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
- 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
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
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
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