Genesys Cloud - Self service and automation category
List of the Genesys Cloud release notes that include Self service and automation updates.
Account management
- View all groups permission
Data, analytics, and reporting
- United Kingdom Genesys Cloud SMS users
- Interaction categories for interaction analysis
Customer engagement
- File attachments via supported content profile
- Queue segmentation of canned responses
- Re-use SMTP connections in outbound email
Self service and automation
- Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard
Workforce engagement
- Supervisor WEM dashboard
Customer engagement
- Auto-answer functionality for agents in preview campaigns
- Dynamic edge resource utilization for automated outbound dialing
Data, analytics, and reporting
- Improved interval granularity for ad-hoc exports
- Edit and rerun scheduled exports
- Export panel enhancements
Employee productivity
- Genesys Agent Assist summarization Spanish support (preview)
- Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support
Self service and automation
- Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
- Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
- BYOC Cloud TLS X.509 certificates
- Architect data tables user interface updates
Workforce engagement
- Insights visual charting for supervisors
Deprecations
- Deprecation: BYOC Premises Edge Remote Survivability
- Deprecation: Active screen recordings UI
Customer engagement
- View and edit imported data via the user interface in the Contact List editor
- Dynamic outcome targeting in Predictive Engagement action maps
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
Deprecation
- Deprecation: Adobe data actions integration removal
Data, analytics, and reporting
- Enhanced toast, email, or SMS notification alerts
- Enhanced alerts management
- Improved native voice transcription accuracy for Korean dialect
Employee productivity
- Genesys Agent Assist summarization moved to the ACW pane
- Push notifications on Collaborate for Android regardless of presence or status
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
- Control knowledge behavior from start to finish in Architect digital bot flows
- Evaluate schedule groups in Architect bots and digital bots before ACD transfer
Deprecations and announcements
- Deprecation postponement: Legacy alerting system
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
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
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
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
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
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
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
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
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
