Account management

• Operational console to monitor and view operational events

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

• Enhanced search capability within skill expression groups

Workforce engagement

• Leaderboard view disabled for organizations with disabled gamification
• Change forecast associated with a schedule
• Recording bulk action API improvement for aged recording management

Deprecations and announcements

• Deprecation postponement: Legacy alerting system

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Employee productivity

• Conversation summarization with Genesys Agent Assist for Voice
• Agent dashboard email component update

Open platform

• Audit Viewer alternate search parameters support

Workforce engagement

• Inbound and outbound filter for gamification metrics

Deprecations and announcements

• Deprecation postponement: Active screen recordings UI

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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

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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

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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

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Data analytics and reporting

• Improved native voice transcription accuracy for Japanese

Employee productivity

• Enhancement of inactivity timeout in embedded clients

Open platform

• Osaka, UAE, and Zurich region deployments

Workforce engagement

• Suppress recording when a call is on hold

Deprecations and announcements

• Deprecation: Legacy ACD web chat
• Deprecation: Google Agent Assist for Genesys Cloud
• Deprecation: Legacy co-browse and screenshare

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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

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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

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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

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Account management

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

Customer engagement

• Increased support for non-E.164 format phone numbers in Single Customer View
• In-queue and scheduled callback automation
• Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

• Topic miner French language support
• Mine for new trending topics in email interactions
• Sentiment Analytics data in Agent/Queue/Flow Topic views
• Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Workforce engagement

• Screen recording available in Genesys Cloud CX 1 license

View details

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

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Customer engagement

• Add media to an Outbound SMS campaign
• Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

• Evaluator value update based on submission
• Create in-app toast notification alert rule
• Analytics Performance views accessibility improvements

Workforce engagement

• Quality evaluation revision enablement for rescores
• Quality management evaluations assignment
• View time-off balances from an external HR system on Genesys Tempo
• Dispute completed quality management evaluations

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Account management

• Division-aware configuration objects default to all divisions
• Assign divisions to secondary statuses
• User settings page displays the last login date and time

Customer engagement

• GCV outbound fraud protection

Data, analytics and reporting

• New speech and text analytics permissions
• Agent empathy analysis API for English transcripts
• New analytics dashboard metrics
• Messenger co-browse toolbar improvements
• Remove agents who deselect their phone from the queue

Employee productivity

• Agent target selection interface and workflow improvements

Workforce engagement

• Assign division specific secondary status codes for agents

View details

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

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

View details

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

Customer engagement

• Conditional group routing as the timeout routing method for preferred agent routing
• Require the WebRTC Media Helper
• Custom music for agent-initiated hold duration
• End interactions automatically when agents logoff
• Improved media handling for outbound message attachments

Data, analytics, and reporting

• Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
• Introducing the Genesys Cloud Analytics Add-on (A3S)
• Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

• Genesys Cloud for Chrome extension update
• Calling party ID in p-asserted identity SIP header
• Yealink headsets support

Self service and automation

• Additional formatting for knowledge workbench v2 articles
• Test digital bot flows in real time
• Intent health in Architect bot flows and digital bot flows

Workforce engagement

• Quality evaluation scores now available as a gamification metric

Deprecations and announcements

• US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
• Arrow Electronics partnership and end of preconfigured edge appliances program
• Deprecation: CX digital agent workspace (digital desktop only)
• Japanese translation of “idle” inconsistency

View details