Genesys Cloud - Open platform category

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

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

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.