Genesys Cloud - Self service and automation category

List of the Genesys Cloud release notes that include Self service and automation updates.
July 1, 2024

Customer engagement

  • Limit agent actions during co-browse sessions

Data, analytics, and reporting

  • Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
  • Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
  • Architect supported languages user interface enhancements
  • Collapsible card interface in Architect actions

Workforce engagement

  • Improved native voice transcription accuracy for Dutch

Deprecations

  • Deprecation postponement: Legacy alerting system

View details

June 24, 2024

Data, analytics, and reporting

  • View speech and text analytics data for a year at a time

Customer engagement

  • Granular control for clearing or signing out of web visit or journey sessions

Self service and automation

  • HELD (HTTP Enabled Location Delivery) for E911 Location Information

Workforce engagement

  • Interaction recording download tracking in audit trail

Deprecations

  • Deprecation: Open messaging inbound endpoint

View details

June 17, 2024

Customer engagement

  • SMS UK long code purchase requirement
  • Expanded campaign rule actions for enhanced automation
  • Enhanced dynamic filtering for real-time adjustments in campaigns
  • Reconnect and reply to closed email
  • Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

  • Enhanced dictionary management

Employee productivity

  • Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
  • Enhanced privacy controls for ad hoc recordings

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

  • Enhanced employee recognition for improved engagement

View details

June 10, 2024

Account management

  • Simplified customer firewall requirements

Customer engagement

  • Enhanced message delivery status in messenger widget

Employee productivity

  • Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
  • Insights app for iOS
  • Direct voicemail non-ACD call transfer for enhanced call management

Open platform

  • Enhanced AudioHook Monitor configuration and migration process

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Workforce engagement

  • SCORM 1.2 learning standard conformance
  • Learning module improvements

Deprecations

  • Deprecation: ACD Web Chat 2.0 (Rest API)
  • Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

View details

June 3, 2024

Account management

  • Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

  • Email notifications for expiring and expired scheduled exports
  • Introducing Architect Journey Flows for inbound and secure call flows

Open platform

  • Genesys Cloud Voice currencies and inbound list pricing regional availability
  • Poly VVX hostname format

Self service and automation

  • Enhanced AudioHook Monitor configuration and migration process

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

Deprecations

  • Deprecation postponement: Legacy alerting system

View details

May 27, 2024

Account management

  • View all groups permission

Data, analytics, and reporting

  • United Kingdom Genesys Cloud SMS users
  • Interaction categories for interaction analysis

Customer engagement

  • File attachments via supported content profile
  • Queue segmentation of canned responses
  • Re-use SMTP connections in outbound email

Self service and automation

  • Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

  • Supervisor WEM dashboard

View details

May 20, 2024

Customer engagement

  • Auto-answer functionality for agents in preview campaigns
  • Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

  • Improved interval granularity for ad-hoc exports
  • Edit and rerun scheduled exports
  • Export panel enhancements

Employee productivity

  • Genesys Agent Assist summarization Spanish support (preview)
  • Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

  • Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
  • Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
  • BYOC Cloud TLS X.509 certificates
  • Architect data tables user interface updates

Workforce engagement

  • Insights visual charting for supervisors

Deprecations

  • Deprecation: BYOC Premises Edge Remote Survivability
  • Deprecation: Active screen recordings UI

View details

May 13, 2024

Customer engagement

  • View and edit imported data via the user interface in the Contact List editor
  • Dynamic outcome targeting in Predictive Engagement action maps

Self service and automation

  • Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

Deprecation

  • Deprecation: Adobe data actions integration removal

View details

April 29, 2024

Data, analytics, and reporting

  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Improved native voice transcription accuracy for Korean dialect

Employee productivity

  • Genesys Agent Assist summarization moved to the ACW pane
  • Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
  • Control knowledge behavior from start to finish in Architect digital bot flows
  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Deprecations and announcements

  • Deprecation postponement: Legacy alerting system

View details

April 8, 2024

Customer engagement

  • Outbound WhatsApp message on behalf of a queue
  • File attachments via supported content profile

Data, analytics, and reporting

  • Edit and rerun scheduled exports
  • Export panel enhancements
  • Improved native voice transcription accuracy for Spanish dialects

Employee productivity

  • Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

  • Introducing the Nuance Recognizer as a Service integration
  • Improved flow size indicator in Architect
  • Introducing the Audio Connector integration

Deprecations and announcements

  • Deprecation: Mobile Messenger SDK for React Native apps
  • Deprecation: Native X (formerly Twitter) third-party direct messaging channel

View details

March 11, 2024

Workforce engagement

  • Automated time-off approval for grouped agents

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support

Employee productivity

  • Genesys Agent Assist knowledge article feedback
  • Public APIs for Collaborate chat room management and chat messages
  • Remove users from Collaborate chat rooms

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Italian

Customer engagement

  • Skills-based dialing for Preview and Progressive campaigns
  • Configure labels to manage interactions
  • Genesys Cloud Voice in Italy
  • Refreshed Predictive Engagement user interface

Deprecations and announcements

  • Deprecation: Outbound Search Audits view
  • Deprecation: Native X (formerly Twitter) third-party direct messaging channel

View details