Genesys Cloud - Workforce engagement category

List of the Genesys Cloud release notes that include Workforce engagement updates.

Customer engagement

SMS UK long code purchase requirement
Expanded campaign rule actions for enhanced automation
Enhanced dynamic filtering for real-time adjustments in campaigns
Reconnect and reply to closed email
Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

Enhanced dictionary management

Employee productivity

Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
Enhanced privacy controls for ad hoc recordings

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

Enhanced employee recognition for improved engagement

Account management

Simplified customer firewall requirements

Customer engagement

Enhanced message delivery status in messenger widget

Employee productivity

Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
Insights app for iOS
Direct voicemail non-ACD call transfer for enhanced call management

Open platform

Enhanced AudioHook Monitor configuration and migration process

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Workforce engagement

SCORM 1.2 learning standard conformance
Learning module improvements

Deprecations

Deprecation: ACD Web Chat 2.0 (Rest API)
Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

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

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

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

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

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

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

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

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

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

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

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

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.