Genesys Cloud - Self service and automation category
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
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Metrics for improved workitem volume forecasting
- IMAP integration for inbound email
Account management
- Improved Genesys Cloud storage cost calculator
Data, analytics, and reporting
- Content Search lookback for words and phrases extended to 60 days
- Flow insights overlay for flow performance analysis
Employee productivity
- Disable WebRTC audio and alert notifications in the embedded client
- Preferred device profiles
- Improved summarization readability and efficiency for agents
Open platform
- Guided setup experience for CX Cloud installation
Self service and automation
- Architect Get Participant Data and Set Participant Data in voice and digital bot flows
Workforce engagement
- Enhanced agent and supervisor activity overview screen
- Workforce management notifications for process automation triggers
- Workforce management Business Unit/Management Unit and Time Zone placement in views
Deprecations
- Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
- Deprecation: Google Agent Assist for Genesys Cloud
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Notification topic for outbound message delivery failures
- Customer-first callback option
- Step-up authentication during web messaging sessions
Account management
- Genesys Cloud Unified License for Virtual Network Operators for India region
Data, analytics, and reporting
- Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Employee productivity
- Poly/HP Edge E Series managed phones available in Genesys Cloud
Self service and automation
- Resize images and tables in knowledge workbench articles
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Messenger session persistence
- Mobile Messenger SDK for iOS and Android
Data, analytics, and reporting
- Enhanced queue activation panel with search and pagination in agent detail views
- Extended voice transcription services support for Hindi
Self service and automation
- Knowledge workbench connectors for Salesforce and ServiceNow
- Agent Copilot AI-generated answers from manual search
Account management
- Counted limits monitoring and alerts
- WebRTC Media Helper enabled by default with allowed IP addresses feature
- Custom inbound data filtering rules for digital channels
Customer engagement
- Prerequisites in expandable section of Resource Center articles
- Park email interactions
Data, analytics, and reporting
- Dashboard Owners page
- Increase quality management topic limit to 5000 on request
- Journey management with Funnel analysis
Open platform
- Enhanced security with HIPAA compliant inactivity timeout
Self service and automation
- Genesys Cloud voice controlled attestation for outbound calls
Workforce engagement
- Screen recording playback UI modernization
- Improved customer sentiment and agent empathy analysis for English dialects
Data, analytics, and reporting
- Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support
Customer engagement
- Skills-based dialing in power and predictive outbound campaigns
- Work Automation performance views enhancements
- Granular campaign control permissions
- Interaction routing based on predictive scores
Self service and automation
- Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
- Flexible text-to-speech (TTS) engine selection in Architect flows
Account management
- Hourly interacting users billing option
Customer engagement
- Highlight markdown support in web messaging
- Outbound open messaging on behalf of a queue
Data, analytics, and reporting
- Improved native voice transcription accuracy for Portuguese
- Introducing digital performance monitoring views
Employee productivity
- Genesys Agent Assist available for Japanese language
Self service and automation
- Select multiple segments in knowledge article variations
- Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
- Introducing Architect Replay Mode
- Advanced Architect execution data capabilities for all flows
Workforce engagement
- Improved navigation between published schedules in the workforce management schedule editor
- Genesys Cloud Workforce Management work plan bidding
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
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