Genesys Cloud - Open platform category

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

Employee productivity

  • Multi contextual panels
  • Call forwarding enhancements with group search functionality

Account management

  • Audit SAML authentications
  • Increased SSO integrations allowance per identity provider

Customer engagement

  • Messenger individual application provisioning and configuration redesign
  • WhatsApp’s per message pricing update

Workforce engagement

  • Policy-based station-side call recording
  • Evaluation data access via consolidated reporting views
  • Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

View details

  • Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Account management

  • Enhanced groups profile configuration

Customer engagement

  • Sort contacts by priority in skills-based dialing for progressive campaigns
  • Sort contacts by priority for skills-based dialing in Preview campaigns
  • Workitems List View filter enhancements
  • Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

  • Improved readability of native voice transcription in Spanish language transcripts
  • Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

  • New Genesys Cloud Voice phone number inventory report
  • Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

  • Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
  • Genesys Cloud Virtual Agent language support for Italian
  • Introducing Guides in AI Studio
  • Introducing AI Studio

Workforce engagement

  • Workforce management capacity planning

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: BYOC Premises Edge Remote Survivability

View details

Employee productivity

  • Multi contextual panels
  • Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

  • Mobile Messenger SDK content profile support 
  • Time-based conditions in call rule sets
  • Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance 

Data, analytics, and reporting

  • Program and Detected Category filters and columns in Content Search view

Open platform

  • Script selection from in the Workitem Panel in Panel Manager
  • CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

  • Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

  • Deprecation: ACD Web Chat 2.0 (Rest API)
  • Deprecation: Agent Assist AI Experience tokens provisioning
  • Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

Employee productivity

  • Multi contextual panels
  • New email send permissions control

Customer engagement

  • Sort by priority in skills-based dialing for Preview campaigns
  • Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

  • Group Ring column and filter in Interaction views

Open platform

  • Wrap-up code integration between Genesys Cloud and ServiceNow
  • On Demand log capture for agents

Workforce engagement

  • Export agent summary data as PDF or CSV

View details

Employee productivity

  • Multi contextual panels
  • Configure chat message editing time limits

Customer engagement

  • Genesys Cloud Open Messaging supports custom social network connectors
  • Character counter in canned responses editor

Data, analytics, and reporting

  • View phrase usage in Topic Editor

Self service and automation

  • Introducing the Webhook for Events integration

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Quick replies, cards, and carousels for open messaging

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Track and manage billing for Supervisor Copilot AI features
  • Improved event list organization for enhanced journey building
  • Event card editing and visualization in journey canvas

Open platform

  • Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

  • Enhanced recognition failure handling in Architect digital bot flows
  • BYOC Cloud TLS X.509 certificates

Workforce engagement

  • Shift trades across weeks within schedule to improve agent flexibility
  • Find Agent Search field in gamification profiles

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Instagram support for external contacts identity resolution

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Average Speed of Answer in Agent Performance views

Open platform

  • Synchronize ServiceNow cases with Genesys Cloud work items

Workforce engagement

  • AI scoring support for consult transfers

View details

Customer engagement

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

Employee productivity

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

Account management

  • Automatic role assignment for reactivated users

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

View details

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

View details

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

View details

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:

View details

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

View details

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

View details

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

View details

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