Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese dialects

Workforce engagement

• Change forecast associated with a schedule
• Leaderboard view disabled for organizations with disabled gamification

View details

Data, analytics, and reporting

• Architect Flow Insights toggle for bot and digital bot flows

Open platform

• Audit Viewer alternate search parameters support

Workforce engagement

• Inbound and outbound filter for gamification metrics

View details

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

View details

Customer engagement

• Client Credential Flow (CCF) authentication support for SMTP integrations
• Support for multiple external email participants

Data, analytics, and reporting

• Improved native voice transcription accuracy for Japanese
• Improved accuracy of Irish street names in English native voice transcription

Employee productivity

• Enhancement of inactivity timeout in embedded clients

Open platform

• Update agent preferred name via public API

Workforce engagement

• Support for disputed evaluations on gamification metrics scorecards
• Suppress recording when a call is on hold

View details

Workforce engagement

• Change daily values and distribution forecast modification type

View details

Customer engagement

• Advanced input file pre-processing
• Additional file format support for contact lists
• Messenger support for Estonian, Latvian, and Lithuanian

Data, analytics and reporting

• Sensitive data masking French and Italian language support
• Analytics user interface enhancements
• Introducing external contacts and external organizations filters and columns in performance views

Open platform

• Portuguese language support

Workforce engagement

• Workforce management navigation menu grouping
• Staffing requirements and performance metrics in the Schedules screen

View details

Customer engagement

• Outbound dialing contact list builder
• Mobile customer journey tracking
• Mobile app event orchestration

Data, analytics and reporting

• Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support

Workforce engagement

• Average Talk Time gamification metric
• Learning modules with rich text format
• Supervisor insights improvements

View details

Customer engagement

• In-queue and scheduled callback automation
• External contact management user interface refresh
• Increased support for non-E.164 format phone numbers in Single Customer View
• 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
• Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
• Agent, Queue, and Flow topics summary view enhancements
• Content search enhancements
• Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Employee productivity

• Real-time monitoring for web messaging channels

Workforce engagement

• Screen recording available in Genesys Cloud CX 1 license
• Performance insights view
• Bulk archive recordings through recording bulk action API
• Quality evaluation scores now available as a gamification metric

View details