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Platform
Contact Center
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support
Deprecations and announcements
- Knowledge workbench V1 deprecation
- Genesys Dialog Engine deprecation postponement
- Mandatory US and Canada SMS/MMS registration
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Communicate
- Support for MDM browser authentication for Communicate for iOS
Contact Center
- Additional voice transcription accuracy for Arabic
- Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
- Automatically reschedule time zone skipped contacts
Platform
- Identify unused roles and permissions in the Admin UI
- Display number of interactions routed via non-predictive routing method due to timeout
Deprecations and announcements
- BYOC Premises—Customer VM Solution deprecation
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Platform
- Single sign-on configuration enhancement
Contact Center
- Campaign performance views for agents
- Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
- Add Max No Input task to Architect bot actions
- Performance insights view
- Filter by evaluation form name
Integrations
- Nuance Mix integration support in Australia
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Platform
- Automatic inactivity timeout improvement
- Maximum voicemail recording length setting
Contact Center
- Introducing the Data Actions Performance views
- Introducing new Topic tab in agent, queue, and flow summary and detail views
- Extended voice transcription services support for Arabic and Hebrew right to left languages
- Topics and phrases support for Arabic right to left languages
- Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
- Data action in rule conditions for digital campaigns
- Notification message for conversation disconnect
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
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Contact center
- Introducing homescreen configuration for Messenger
- Knowledge articles in Messenger
- Agent Log-in Log-out report
- Status duration data for agents
- Analytics workspace improvements
- Delayed reaction triggers for process automation
Platform
- Hong Kong, Jakarta, and Paris satellite region deployment
Deprecations and announcements
- Mandatory US and Canada SMS/MMS registration
- Deprecation of select filters in Analytics API in Predictive Engagement postponement
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
- CIDR IP address range for cloud media services expansion
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Contact center
- Participant names and avatars in Genesys Messenger
- Sentiment data in Topic Trends views
Platform
- Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates
Deprecations and announcements
- Windows 8 and 8.1 support for the desktop app deprecation
- Identify Journey SDK method in Predictive Engagement deprecation
- API endpoint change for local key settings in recording service
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Collaborate
- Control access to the /giphy chat command
Contact center
- Callback outcomes metrics
- Evaluation Assistance
- Evaluation, survey, and assessment form builder enhancements
- Additional voice transcription accuracy improvements for Spanish
Platform
- Solutions, subscription plans, licensing, and pricing from the Resource Center home page
Deprecations and announcements
- Deprecation of select filters in Analytics API in Predictive Engagement
[View details]
Contact center
- Co-browse for web messaging
- Automatic email signatures in canned responses
- Enhanced canned responses editor options
- Rich media in knowledge base articles
- Genesys Cloud native text-to-speech (TTS) French and Spanish support
Integrations
- Introducing the Google Cloud Speech-to-Text (STT) integration
- Microsoft Teams integration enhancements
Platform
- Single sign-on configuration enhancements
Deprecations and announcements
- OS Family attribute in Predictive Engagement
- Windows 7 support for the desktop app deprecation
- Canned reports deprecation date updates
- CIDR IP address range for cloud media services expansion postponement
[View details]
Communicate
- Opt out of voicemail and replace system audio for the default Architect voicemail flow
Contact center
- Genesys Agent Assist in agent workspaces
- Delayed arrival notifications to supervisors in Genesys Tempo™
- Coaching appointment configuration improvement
- Improved voice transcription accuracy for Spanish
- Limited details for interactions older than 1.5 years available in select regions
Platform
- IP addresses for data actions integrations automatically allowed
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Contact center
Skill expression groups
Define ring membership by queue
Improved knowledge workbench V2 import and export
Agent utilization in improved estimated wait time calculations
Platform
- API Explorer refresh
- Updated Genesys Knowledge Network
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Contact center
- Cards for bot conversations
- Carousels for bot conversations
- Manually assign waiting interactions
- Routing metrics added to Queue Agent Detail and Agents Queues Detail views
- Interactions views fax column and filter
- Microsoft Azure Cognitive Services text-to-speech (TTS) integration
Platform
- Improved user activity indicators
- Genesys Cloud subscription name updates
Deprecations
- API default profile change for gamification metrics postponement
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Contact center
- Single customer view powered by identity resolution available in select regions
- Predictive Engagement outcome value configuration and reporting
- Extended voice transcription services
- Agent status widget improvements
- Web messaging image copy and paste
- Extend Bot Connecter PostUtterance response timeout
Platform
- Process automation triggers
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Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Queue administration user interface improvements
- Detected Topics gamification metric
- Set Content Template action type added to digital rules for outbound digital campaigns
Platform
- Google Fonts API usage change for GDPR compliance
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Contact center
- Copy a development and feedback module
- Genesys Beyond module enhancements
- Configure setting to reduce latency of transcripts sent through Notifications API
- Messenger Transport Mobile SDK
- Use self-managed AWS Key Management Service for conversation data encryption
Platform
- South America (São Paulo) region deployment
Deprecations
- Microsoft Edge Legacy browser support deprecation
- Website visitor count API change
[View details]
Contact center
- Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
- Custom payload for Google Cloud Dialogflow speech models
- Analyze predictive routing decisions
- Dynamic contact list sorting during a running campaign
Platform
- Improved phone number validation in Directory profiles
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Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Genesys Dialog Engine Bot Flow Insights and Optimizations menu
Integrations
- Introducing Genesys Cloud for Microsoft Teams
Platform
- Windows 11 support for the desktop app
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Platform
- Automatically log out inactive users
Communicate
- Introducing Global Media Fabric
- LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
- New Poly CCX supported phones
Contact center
- Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
- Improved module assignment workflow
- Adjust wrap-up codes and notes using the API
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Contact center
- Workforce management forecast modification limit increase
Integrations
- Google Cloud Dialogflow CX Resell available in AppFoundry
Platform
- Optionally disable built-in application authorizations
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Communicate
- Use Genesys Cloud desktop app to run WebRTC Media Helper
Contact center
- Agentless WhatsApp notifications
- Define gamification profile metrics for media type and queue
- Assessment data in agent development views
- Additional customer information in Queues Activity Detail view
Platform
[View details]
Contact center
- Introducing AudioHook Monitor
- Mandatory US and Canada SMS toll-free number verification
- Retrieve estimated wait times for different media types in Architect flows
- Use random functions in Architect decision actions
- Parity in agent performance views with agent metrics reports
- Export and import forecast in user-selected time zone for workforce management
- Secure pause recordings when not a conversation participant in Conversations API
Platform
- Enable automatic capture of console logs for troubleshooting
Deprecations
- Agent interaction UI collapse/expand control removal
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Communicate
- Introducing hybrid telephony connections
Contact center
- Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
- Recycle a digital campaign
- Enhanced customer journey view for Predictive Engagement administrators
- Shrinkage Reporting API for workforce management
- Ability to provide feedback to sentiment analysis in French dialects
- Dutch programs, topics, and phrases support
Integrations
- Amazon EventBridge topic for wrap-up codes
- Amazon EventBridge topics for external contacts and after call work events
Platform
- Updated icons in the Genesys Cloud UI
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Contact center
- Workforce management agent schedule enhancements
- Expanded inbound MMS support for SMS messages
- Outbound MMS support for SMS messages
- DNC.com integration for Do Not Contact lists enhancements
- Performance report for queues with predictive routing
- Ability to remove PII from voicemail and fax notifications
Integrations
- Amazon EventBridge topics for conversation and flow metrics
Platform
- API usage report
- CX as Code support for Architect flows
- Genesys Cloud fair use policy documentation improvement
Deprecations
- Deprecation of workforce management time-off requests for non-consecutive days
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Contact center
- Predictive routing for email interactions
- Predictive routing for message interactions
- Coaching UI improvements
- Coaching and learning by division access
- Architect Flush Audio action
- Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
- Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish
Platform
- The Developer Center has a new look
- Introducing Developer Center Notifications Monitor
Deprecations
- Deprecation of workforce management time off requests for non-consecutive days
[View details]
Contact center
- Introducing analytics workspace
- Average Hold Handled and ACW Handled columns in Performance views
- Improved customer sentiment scoring
- Workforce management import service enhancement
- Configurable Messenger position for web messaging
- Web messaging delivery status notifications
- Campaign and campaign sequence schedule improvements
Platform
- US East 2 (Ohio) region deployment
Deprecations
- Agent interaction UI collapse/expand control removal
[View details]
Platform
- Genesys Cloud offer packaging and pricing changes
- BYOC Cloud pricing model changes
- Fair use voice transcription pricing changes
Contact center
- Agent-owned callback requests and Scheduled Callbacks view
- Skill matching for predictive routing
- Dutch and Korean voice transcription view and search support
Deprecations
- Architect Get Journey Sessions by customer action removal
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