Genesys Cloud - Self service and automation category
List of the Genesys Cloud release notes that include Self service and automation updates.
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
- 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
Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
- Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
- Agent Copilot Dictionary Management
- Display external contact names in call history and voicemail inbox
- Enable message pinning in Collaborate chat
Account management
- User settings page displays the last login date and time
- Voice transcription combined offer
- Simplified license usage logic
Data, analytics, and reporting
- Native voice transcription support for Hebrew
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Auto answer for voice interactions on queue settings
- Auto answer for digital interactions
Data, analytics, and reporting
- Filter and search conversations by acoustic metrics and wrap-up codes
Employee productivity
- Agent Copilot summary analytics access via API
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Workforce engagement
- Reminders for agents about their next scheduled activity
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Configure max calls per agent with decimal precision
- Recurring outbound campaign schedules
- Script support for workitems
Account management
- Customize inactivity timeout settings
Data, analytics, and reporting
- Topic miner Swiss German language support
- Improved attribute lists view for Journey Management events
- Configure performance dashboard widgets with work team and reports-to filters
- Filter customer journey data using numbers
Employee productivity
- Enhanced email input fields
Self service and automation
- Portuguese language support in Architect
Workforce engagement
- Workforce management historical data import improvement
- Assign coaching without workforce management scheduling
- Workforce management activity codes for coaching and learning
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- External contacts profile panel refresh
- Interactive WhatsApp templates with images and dynamic call-to-action buttons
- Automatic time zone mapping support for Genesys Cloud and Salesforce Integration
Account management
- Login banner added to Genesys Cloud login screen
Workforce engagement
- Automate and streamline workforce management time-off requests for published schedules
Deprecations and announcements
- Deprecation: Legacy ACD web chat (version 1)
- Deprecation: Legacy co-browse and screenshare
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Division-based Schedule view
- Bulk workitem termination
Data, analytics, and reporting
- Improved Content Search view
- Topic miner Dutch language support
Self service and automation
- Automatically generate utterances in voice and digital bot flows with Genesys Virtual Agent and Genesys Agent Copilot
- Knowledge bases with content search available in Architect bot flows and digital bot flows
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
Account management
- Control scripts access based on division membership
Data, analytics, and reporting
- Native voice transcription support for Swiss German
- Improved native voice transcription accuracy for Spanish
Employee productivity
- Voicemail push notifications in Communicate mobile app
Open platform
- CX Cloud from Genesys and Salesforce language support
- Supporting links for operational event details
Self service and automation
- Track and optimize flow size with enhanced insights
Workforce engagement
- Improved workforce management schedule editor agent filter and sort
- Workforce management weekly staffing requirements with ABM forecasts
- Improved deferred workload prediction algorithm
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Authenticated messaging enabled for Mobile Messenger
- View Mobile Journey Tracking for enhanced agent insights
- Web messaging Hungarian, Ukrainian, and Vietnamese support
Account management
- Audit Viewer granular detail of role changes
Customer Engagement
- Additional speech-to-text (STT) options for Architect bot flows
Employee productivity
- Preview active emails in queue and parked emails
- Collaborate chat hyperlink ability
Open platform
- Outbound campaign management support in CX Cloud from Genesys and Salesforce
Self service and automation
- Capture slot values via LLMs with Genesys Virtual Agent
- Generative knowledge article answers with Genesys Virtual Agent
Workforce engagement
- Workforce management activity smoothing and schedule variability
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Agent Copilot summarization model improvement
- Introducing Architect workitem flows for enhanced work automation
- Expanded customer identification with non-E.164 numbers
Data, analytics, and reporting
- Enhanced interaction visibility in agent status widget
- Sentiment and agent empathy analysis for Swiss German language
Open platform
- Additional conversation events for the Operational Console
Self Service & Automation
- Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages
Self service and automation
- Architect toolbox search option
Deprecations
- Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Active callback columns for performance views
Account management
- Simplified customer firewall requirements
Data, analytics, and reporting
- Notification API voice transcription number normalcy for Portuguese and Spanish languages
Employee productivity
- Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
- Multi contextual panels
Self service and automation
- Introducing Genesys Cloud Virtual Agent
- Drag and drop in Architect builders
- Content based search for knowledge articles
Workforce engagement
- Workforce management read-only continuous forecasting
- Configurable time-to-live (TTL) for auto-generated recording URLs
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Voice surveys after customer interactions
Data, analytics, and reporting
- Journey flows tab in Architect for outbound call, inbound email and message flows
Open platform
- Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations
Self service and automation
- Disable automatic hinting in Architect bot flows
