Genesys Cloud - Open platform category
List of the Genesys Cloud release notes that include Open platform updates.
Data, analytics and reporting
- Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
- Content search enhancements
Open platform
- Genesys Cloud Voice in Brazil
Self service and automation
- Category and subcategory navigation in the knowledge portal
- Header background and category icon images in the knowledge portal
Workforce engagement
- Routing > Schedules is now Routing > Operating Schedules
- Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations
Deprecations and announcements
- Deprecation: Canned reports
Data, analytics and reporting
- Improved native voice transcription accuracy for specific French dialects
- Improved native voice transcription accuracy for specific Spanish dialects
Open platform
- Ringtone selection for call alerts
Self service and automation
- Centralized import and export for knowledge workbench V2
- Preview knowledge workbench V2 articles
- Advanced filtering and customizable columns for knowledge bases
Deprecations and announcements
- Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients
Customer engagement
- Open messaging typing indicators
Data, analytics, and reporting
- Introducing the Genesys Cloud Analytics Add-on (A3S)
Open platform
- Architect workflow trigger automation
- Introducing Genesys Cloud CX Accelerators
Self service and automation
- Support center name change
- Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
- Introducing the Architect Optimizations dashboard
- Architect flow outcomes and milestones user interface updates
Workforce engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations and announcements
Customer engagement
- Conditional group routing as the timeout routing method for preferred agent routing
- Require the WebRTC Media Helper
- Custom music for agent-initiated hold duration
- End interactions automatically when agents logoff
- Improved media handling for outbound message attachments
Data, analytics, and reporting
- Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
- Introducing the Genesys Cloud Analytics Add-on (A3S)
- Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns
Open platform
- Genesys Cloud for Chrome extension update
- Calling party ID in p-asserted identity SIP header
- Yealink headsets support
Self service and automation
- Additional formatting for knowledge workbench v2 articles
- Test digital bot flows in real time
- Intent health in Architect bot flows and digital bot flows
Workforce engagement
- Quality evaluation scores now available as a gamification metric
Deprecations and announcements
- US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
- Arrow Electronics partnership and end of preconfigured edge appliances program
- Deprecation: CX digital agent workspace (digital desktop only)
- Japanese translation of “idle” inconsistency
