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

February 28, 2024

Self service and automation

  • Improved utterance confusion resolution in Architect bot flows and digital bot flows

Data, analytics, and reporting

  • Improved native voice transcription accuracy for German

Customer engagement

  • Specify queue in scheduled callbacks
  • Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
  • ACD conferences
  • Predictive engagement new and replaced operators

Deprecations and announcements

  • Scheduled hybrid organization migrations

View details

February 21, 2024

Customer engagement

  • Web messaging support in MEC1 (UAE) region
  • Digital channels participant information update

Self service and automation

  • Knowledge portal refreshed article search results

Employee productivity

  • Submit feedback in Genesys Tempo

Data, analytics, and reporting

  • Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
  • Notification API voice transcription number normalcy for English languages
  • Improved native voice transcription accuracy for French languages
  • Improved sentiment analysis for English languages

View details

February 14, 2024

Customer engagement

  • Enhanced pacing control in dialing campaigns
  • Co-browse for voice via Messenger
  • Deploy Messenger without web messaging
  • Messenger JavaScript SDK toaster plugin
  • Enhanced external contacts data access control for agents

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Spanish

Self service and automation

  • Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

  • APIs to integrate external learning modules

Deprecations and announcements

  • Deprecation: Adobe data actions integration removal
  • Deprecation: Pointillist Community

View details

February 7, 2024

Account management

  • API for platform limit event alert

Customer engagement

  • Message routing admin page user interface enhancements
  • Improved on-demand Messenger launcher visibility
  • Active Total Callback column in Performance views
  • WhatsApp monthly recurring charge removal

Data, analytics and reporting

  • Improved native voice transcription accuracy for Dutch
  • Topic miner queue selection increase

Resource center

  • Genesys Cloud release notes enhancements

Self service and automation

  • Export utterance history data from Architect bot flows and digital bot flows
  • Intent miner Portuguese language support

Deprecations and announcements

  • Deprecation: Legacy historical adherence query route

View details

January 31, 2024

Customer engagement

  • Transfer APIs and associated permissions
  • Client Credential Flow (CCF) authentication support for SMTP integrations
  • Support for multiple external email participants

Data, analytics, and reporting

  • Architect Flow Insights toggle for bot and digital bot flows
  • Improved accuracy of Irish street names in English native voice transcription

Open platform

  • Update agent preferred name via public API
  • Asia Pacific satellite region deployment

Self service and automation

  • Search for a knowledge base article by ID in Architect

Workforce engagement

  • Support for disputed evaluations on gamification metrics scorecards

View details

January 17, 2024

Customer engagement

  • Advanced input file pre-processing
  • Additional file format support for contact lists

Open platform

  • Portuguese language support

Self service and automation

  • Historical execution data for Architect bot flows and digital bot flows

Workforce engagement

  • Workforce management navigation menu grouping
  • Staffing requirements and performance metrics in the Schedules screen

Deprecations and announcements

  • Deprecation: Legacy alerting system

View details

January 10, 2024

Customer engagement

  • Improved digital agent-to-agent transfer
  • Increased number of outcomes limit

Data, analytics and reporting

  • Sensitive data masking French and Italian language support
  • View daily agent login and logout activity for multiple agents
  • Enable/disable evaluation and survey data in Interactions and My Interactions views
  • Analytics user interface enhancements
  • Introducing external contacts and external organizations filters and columns in performance views

Self service and automation

  • Architect data tables user interface updates
  • Triggers UI improvements

Workforce engagement

  • Change agent schedulable status from the Agents view
  • Change daily values and distribution forecast modification type

Deprecations and announcements

  • Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

View details

December 13, 2023

Account management

  • Control wrap-up code access within divisions

Customer engagement

  • Outbound dialing contact list builder
  • Mobile customer journey tracking
  • Improved call analysis response performance
  • Mobile app event orchestration

Data, analytics and reporting

  • Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
  • Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Open platform

  • CX Cloud from Genesys and Salesforce integration

Self service and automation

  • Knowledge workbench V2 Japanese language support (early preview)

Workforce engagement

  • Improved Automatic Best Method (ABM) forecasting accuracy
  • Average Talk Time gamification metric
  • Learning modules with rich text format
  • Supervisor insights improvements

Deprecations and announcements

  • Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
  • Deprecation: Genesys Cloud SSO certificate expiry

View details

November 15, 2023

Data, analytics and reporting

  • Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
  • Content search enhancements

Open platform

  • Genesys Cloud Voice in Brazil

Self service and automation

  • Category and subcategory navigation in the knowledge portal
  • Header background and category icon images in the knowledge portal

Workforce engagement

  • Routing > Schedules is now Routing > Operating Schedules
  • Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations

Deprecations and announcements

  • Deprecation: Canned reports

View details

November 1, 2023

Employee productivity

  • Genesys Agent Assist on the CX platform for voice

Self service and automation

  • Category and subcategory navigation in the knowledge portal

Deprecations and announcements

  • CIDR IP address range for cloud media services expansion
  • Native LINE third-party messaging channel deprecation
  • Mandatory SMS Registration Deadline: Toll Free Numbers

View details

October 11, 2023

Account management

  • The User Settings page displays the last login date and time
  • Regional Genesys location as default directory location
  • iRAP protected compliance assessment

Customer engagement

  • Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

  • Trigger alerts based on the number of agents currently in queue

Self service and automation

  • Architect knowledge configuration improvements
  • Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

  • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
  • Search Audits APIs deprecation
  • Deprecation: Removal of Utilize Load Based permission

View details

October 4, 2023

Data, analytics and reporting

  • Improved native voice transcription accuracy for specific French dialects
  • Improved native voice transcription accuracy for specific Spanish dialects

Open platform

  • Ringtone selection for call alerts

Self service and automation

  • Centralized import and export for knowledge workbench V2
  • Preview knowledge workbench V2 articles
  • Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

  • Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

View details

September 27, 2023

Customer engagement

  • Improved call analysis response performance
  • Bring Your Own (BYO) SMS in Genesys Cloud

Data, analytics, and reporting

  • Out-Of-The-Box (OOTB) process updates
  • Manually add words to the dictionary backend

Self service and automation

  • Knowledge optimizer unanswered queries improvements

Deprecations and announcements

  • Legacy alerting system deprecation postponement

View details

September 20, 2023

Customer engagement

  • Search domain names and email addresses
  • Inbound call handling site for BYOC Cloud trunks
  • Supported file attachments update in third-party messaging

Data, analytics, and reporting

  • Configure rules for any user in a work team

Self service and automation

  • Cards and carousels for digital bot conversations
  • Expanded knowledge portal availability

Workforce engagement

  • WEM activity widget for Genesys Cloud for Embedded Framework
  • Architect workflow automated notifications

Deprecations and announcements

  • Deprecation: Active Screen Recordings UI

View details

September 13, 2023

Customer engagement

  • Open messaging typing indicators

Data, analytics, and reporting

  • Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

  • Architect workflow trigger automation
  • Introducing Genesys Cloud CX Accelerators

Self service and automation

  • Support center name change
  • Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
  • Introducing the Architect Optimizations dashboard
  • Architect flow outcomes and milestones user interface updates

Workforce engagement

  • Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

  • Deprecation: Canned reports
  • View details

    September 6, 2023

    Customer engagement

    • Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
    • Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
    • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

    Data, analytics, and reporting

    • WebRTC Media Helper in Analytics

    Self service and automation

    • Architect zoom enhancement and legacy user interface toggle removal

    Workforce engagement

    • WEM activity views in Genesys Cloud for Salesforce embedded client
    • Telephony administrator user interface updates

    Deprecations and announcements

    • Search Audits APIs deprecation postponement

    View details