Genesys Cloud - Open platform category
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
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
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
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
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
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
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
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
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:
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
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
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
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
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