Genesys Cloud - Self service and automation category

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

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

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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

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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

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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

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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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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

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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

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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

View details

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

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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

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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

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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

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