Genesys Cloud - Self service and automation category

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

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

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Quick replies, cards, and carousels for open messaging

Employee productivity

Multi contextual panels

Data, analytics, and reporting

Track and manage billing for Supervisor Copilot AI features
Improved event list organization for enhanced journey building
Event card editing and visualization in journey canvas

Open platform

Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

Enhanced recognition failure handling in Architect digital bot flows
BYOC Cloud TLS X.509 certificates

Workforce engagement

Shift trades across weeks within schedule to improve agent flexibility
Find Agent Search field in gamification profiles

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Email administration user interface enhancements
Retry configuration for unsuccessful customer first callbacks

Employee productivity

Multi contextual panels
Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

Automatic role assignment for reactivated users

Self service and automation

Content-based search for non-English knowledge base articles
Architect help panel

Workforce engagement

Enable audio selection with screen recordings in playback

Deprecations

Deprecation: Analytics Transcripts Query Endpoint API

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
External source for open messaging identity resolution in the UI
Detailed counts of digital messaging activity
Improved keyword precision for SMS
Microsoft Graph for email integration

Employee productivity

Multi contextual panels
Improved agent email address handling
Expanded Agent Assist dashboard with enhanced insights

Data, analytics, and reporting

Normalization of Digits in French for Low Latency transcription.
Division support for external contacts bulk import
Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

Advanced knowledge handling in bot flows

Deprecations

Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
Deprecation: Windows 10 OS support for the desktop app
Deprecation: Genesys Enhanced TTS – Google European Voices

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

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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.