Genesys Cloud - Self service and automation category

List of the Genesys Cloud release notes that include Self service and automation updates.

Employee productivity

Streamlined navigation and information architecture update
Agent-to-agent consult and warm transfer for messaging interactions
Custom prompts in advanced summary configurations
Live character counter for ACW notes
Internationalized date formats in Genesys Tempo

Account management

BYOC Premises Edge devices in Edges list view

Customer engagement

Control agent transfer capabilities via permissions
Inactivity handling for messaging interactions

Data, analytics, and reporting

Topic miner support for Arabic dialects
Topic miner support for Hindi dialect

Open platform

Mexico region deployment
Singapore region deployment

Self Service and Automation

Rule-based decisions and string list attribute support

Workforce engagement

Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
Adherence widget available in the Activity view
Automatic submission of completed AI evaluations

Deprecations

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Deprecation: Administrator login using only user name and password

Employee productivity

Streamlined navigation and information architecture update
Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Domain allow list for emails
Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects
Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Account management

API responses no longer include OAuth client secret
Genesys Tempo enabled by default with allowed IP addresses feature
SAML assertion decryption support for single sign-on integrations

Customer engagement

Customer first callback support in outbound campaigns
Use custom SMTP servers for email campaigns and agentless email
Messenger support for list picker

Data, analytics, and reporting

Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

Create AI Guides from uploaded process documents
AI Guides model enhancements

Deprecations

Deprecation: BYOC Premises—Customer VM Solution
Deprecation: Token Implicit Grant for OAuth clients
Deprecation: Open messaging inbound endpoint

Employee productivity

Streamlined navigation and information architecture update
AI-generated answers for auto-suggested articles on Agent Copilot
Mute individual Collaborate chat threads on iOS and Android
Display checklists through Agent Copilot during interactions

Customer engagement

Group ID for subsequent participant segments in group call activity
Support for authenticated web messaging in single customer view
Apple Messages for Business forms

Data, analytics, and reporting

Introducing Content Exploration view
EVTS AWS transcription support for Basque, Catalan, Croatian, Galician, Romanian, Slovak, Tagalog, Thai, and Ukrainian language support

Self service and automation

Voice processing prompt for Agentic Virtual Agents

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal

Employee productivity

Streamlined navigation and information architecture update
Improved scripting accessibility tools

Customer engagement

Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

Analyze segment and web outcome events in Journey Management

Open platform

Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
Map participant data from Genesys Cloud to ServiceNow interaction fields

Self service and automation

Preview guides for virtual agents in AI Studio
Configure virtual agents to generate answers from multiple sources

Workforce engagement

Workforce management block scheduling
Adherence and activity code mapping enhancements

Employee productivity

Streamlined navigation and information architecture update
Architect workflows triggered from Outlook Calendar events

Self service and automation

List type string attribute in rule-based decisions

Deprecations

Deprecation: BYOC Premises—Customer VM Solution
Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
Deprecation: Windows 10 OS support for the desktop app

Employee productivity

Streamlined Navigation and Information Architecture Update

Customer engagement

Apple Pay support for Apple Messages for Business
Architect digital bot flow list picker support
Set time- and duration-based conditions in campaign rules
Use custom SMTP servers for email campaigns and agentless email
Administrators can now bring their own SMS SMPP provider
Idle agent count for conditional group activation or deactivation
Expired callback queue reassignment

Data, analytics, and reporting

Administrators can now search content from HTML emails
Topic miner Korean and Japanese language support
Native voice transcription for core dialects

Open platform

Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Self service and automation

Transcription and storage of caller’s final voice input
Content-based search for knowledge base articles in Norwegian, Danish and Finnish
Swiss German language support in Architect

Workforce engagement

Enhancements to visual components in the interaction details page

Employee productivity

Multi contextual panels
Agent script enhancements
Alert volume while on call setting available in main application

Account management

SSO integrations management via SAML Metadata files
Updated Genesys branding on login pages
OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

Journey Management now displays estimated analysis completion time via in-app notifications
Column reordering within column picker in Analytics Performance views

Self service and automation

Transfer options for Architect voice and digital bot flows

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal
Deprecation: Pointillist

Employee productivity

Multi contextual panels
Customizable summaries in AI Studio

Customer engagement

WhatsApp outbound campaign schedules
Profile panel support for workitems
Conditional group activation based on real-time metrics

Data, analytics, and reporting

Improved native voice transcription for English

Open platform

CX Cloud from Genesys and Salesforce support for agent initiated after call work
Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

Deprecation: Removal of Webhooks integration for chat notification

Employee productivity

Multi contextual panels
Enable focus mode for agent apps
Improved Collaborate chat read and unread message sync
Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian

Customer engagement

Access and promote external contacts directly in Architect
Internal article linking within the knowledge base

Data, analytics, and reporting

Search transcript content up to 90 days back
Improved native voice transcription readability for Portuguese
Exclude existing topics and phrases from topic mining
Manage expiring and expired exports in the scheduled exports view

Self service and automation

Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

Set limits on shift types and weekend work in schedules
Increased number of AI-scored questions allowed in evaluation forms

Employee productivity

Multi contextual panels

Customer engagement

Configurable outbound routes now available for customer first callbacks

Self service and automation

Knowledge workbench V2 accessibility improvements
Introducing Virtual Agent performance dashboard
New metrics for Architect bot and digital bot flows in the Optimization dashboard
Enhanced AI-powered slots for virtual agents

Workforce engagement

Unlimited archived recording restorations

Deprecations

Deprecation: Update a user’s presence without permission restrictions
Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

Multi contextual panels
Customizable summaries in AI Studio

Account management

Enhanced groups profile configuration

Customer engagement

Sort contacts by priority in skills-based dialing for progressive campaigns
Sort contacts by priority for skills-based dialing in Preview campaigns
Workitems List View filter enhancements
Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

Improved readability of native voice transcription in Spanish language transcripts
Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

New Genesys Cloud Voice phone number inventory report
Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Genesys Cloud Virtual Agent language support for Italian
Introducing Guides in AI Studio
Introducing AI Studio

Workforce engagement

Workforce management capacity planning

Deprecations

Deprecation: Mobile Messenger SDK localization files storage
Deprecation: BYOC Premises Edge Remote Survivability

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

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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.