Genesys Cloud - Open platform category

List of the Genesys Cloud release notes that include Open platform updates.
December 9, 2024

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

View details

December 2, 2024

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

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November 4, 2024

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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October 21, 2024

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

View details

October 7, 2024

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

View details

September 16, 2024

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

View details

September 9, 2024

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

View details

September 2, 2024

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

View details

August 26, 2024

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

View details

August 19, 2024

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

View details

August 5, 2024

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

View details

July 29, 2024

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

View details

July 8, 2024

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

View details

June 10, 2024

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

View details