Customer engagement

• View and edit imported data via the user interface in the Contact List editor

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

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• Improved Genesys Cloud announcements

Data, analytics, and reporting

• Analytics API enhanced capabilities

Customer engagement

• Canned Responses user interface enhancements

Self service and automation

• Evaluate schedule groups in Architect bots and digital bots before ACD transfer
• Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

• Manage Active Screen Recordings

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Data, analytics, and reporting

• Improved native voice transcription accuracy for Korean dialect

Employee productivity

• Genesys Agent Assist summarization moved to the ACW pane

Self service and automation

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

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Data, analytics, and reporting

• Analytics data masking options
• Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
• Improved sentiment analysis for French and Spanish languages
• Agent empathy analysis

Employee productivity

• Headset call control buttons in embedded clients

Self service and automation

• Intent health in Architect bot flows and digital bot flows

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Customer engagement

• File attachments via supported content profile

Data, analytics, and reporting

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

Self service and automation

• Introducing the Audio Connector integration
• Improved flow size indicator in Architect

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Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
• Knowledge portal refreshed article search results
• Historical execution data for Architect bot flows and digital bot flows

Employee productivity

• Genesys Agent Assist knowledge article feedback
• Introducing Agent Assist

Customer engagement

• Enable and disable email threading
• Outbound digital campaigns event triggers for post-contact interactions

Data, analytics, and reporting

• Support for capitalization and punctuation in native voice transcription for English transcripts

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Employee productivity

• 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
• Refreshed Predictive Engagement user interface
• Configure labels to manage interactions
• Maximum number of calls per agent set at the campaign level

Self service and automation

• Genesys Dialog Engine Bot Flows in Architect
• Genesys Dialog Engine Digital Bot Flows in Architect

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Self service and automation

• Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Customer engagement

• Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

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Account management

• Change password set/reset workflow
• Password policy minimum requirements

Customer engagement

• Digital channels participant information update

Data, analytics, and reporting

• Improved native voice transcription accuracy for French languages
• Improved sentiment analysis for English languages
• Notification API voice transcription number normalcy for English languages

Self service and automation

• Knowledge workbench V2

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Customer engagement

• Enhanced pacing control in dialing campaigns
• Enhanced external contacts data access control for agents

Data, analytics and reporting

• Improved native voice transcription accuracy for Spanish

Workforce engagement

• APIs to integrate external learning modules

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Account management

• Assign divisions to secondary statuses
• Multi-factor authentication (MFA) for Genesys Cloud
• Division-aware configuration objects default to all divisions

Customer engagement

• Improved digital agent-to-agent transfer

Data, analytics and reporting

• New speech and text analytics permissions
• Open interactions in a new Analytics workspace tab
• Agent empathy analysis API for English transcripts
• View daily agent login and logout activity for multiple agents

Self service and automation

• Triggers UI improvements
• Architect data tables user interface updates

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