Genesys Cloud - agent desktop tag
List of the Genesys Cloud release notes that include the agent desktop release notes tag.
November 11, 2024
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Enable UUI retrieval from outbound call responses
Account management
- Genesys Cloud self-certifies for the EU-U.S. Data Privacy Framework
Data, analytics, and reporting
- Journey Management filter and display options
Employee productivity
- Improved agent messaging interface
- Keyboard support for DTMF input in embedded framework
Deprecations
- Deprecation: Supervisor for iPad app
June 3, 2024
Account management
- Enhanced ACD Skills and Languages menu
Data, analytics, and reporting
- Email notifications for expiring and expired scheduled exports
- Introducing Architect Journey Flows for inbound and secure call flows
Open platform
- Genesys Cloud Voice currencies and inbound list pricing regional availability
- Poly VVX hostname format
Self service and automation
- Enhanced AudioHook Monitor configuration and migration process
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support
Deprecations
- Deprecation postponement: Legacy alerting system
April 22, 2024
Account management
- Web surveys in Genesys Cloud EX
Data, analytics, and reporting
- Analytics data masking options
- Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages
- Improved sentiment analysis for French and Spanish languages
- Speech analytics in Genesys Cloud EX
- Agent empathy analysis
Employee productivity
- Agent desktop email user interface enhancements
- Headset call control buttons in embedded clients
Deprecations and announcements
- Deprecation: Legacy historical adherence query route
- Deprecation: Native LINE third-party messaging channel
April 8, 2024
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
March 25, 2024
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
October 18, 2023
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
October 11, 2023
Account management
- The User Settings page displays the last login date and time
- Regional Genesys location as default directory location
- iRAP protected compliance assessment
Customer engagement
- Allow end-user participants to clear web messaging conversations
Data, analytics and reporting
- Trigger alerts based on the number of agents currently in queue
Self service and automation
- Architect knowledge configuration improvements
- Internal article references as hyperlinks in other knowledge articles
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
- Search Audits APIs deprecation
- Deprecation: Removal of Utilize Load Based permission
August 30, 2023
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
June 28, 2023
Contact center
- Call recording and quality management support in Genesys Cloud EX
Deprecations and announcements
- Deprecation: CX digital agent workspace
February 8, 2023
Contact center
- Automatic knowledge surfacing with Genesys Agent Assist
- Cards and carousels in the CX digital agent workspace
- Images and email addresses as hyperlinks in knowledge base articles
- Jump to reusable tasks in Genesys Dialog Engine Bot Flows
- Encrypt and decrypt data in Architect flows
- Mine topics from messaging transcripts
- Intent miner German language support
January 11, 2023
Contact center
- Specify a default panel for agent interactions
- Conversation autostart for mobile platforms
- Extended voice transcription services text decoration support
- Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
- Improved voice transcription accuracy for Japanese
- Historical adherence bulk request
Deprecations and announcements
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
December 7, 2022
Communicate
- Ringtone options for web and desktop apps
Contact center
- Predictive routing queue impact report
- Limited details for interactions older than 1.5 years available in all regions
- Auto search for callbacks and outbound campaign calls in the Profile panel
- Offset parameter added in recording bulk job API
- Do Not Contact list endpoints for record removal
- Genesys Messenger support for Hebrew
- Tempo icon in Genesys Cloud
- Workforce management time-off plan accessibility improvements
- Knowledge workbench V2 accessibility improvements
Deprecations and announcements
- Microsoft Edge Legacy browser support deprecation
November 16, 2022
Communicate
- Opt out of voicemail and replace system audio for the default Architect voicemail flow
Contact center
- Genesys Agent Assist in agent workspaces
- Delayed arrival notifications to supervisors in Genesys Tempo™
- Coaching appointment configuration improvement
- Improved voice transcription accuracy for Spanish
- Limited details for interactions older than 1.5 years available in select regions
Platform
- IP addresses for data actions integrations automatically allowed
November 2, 2022
Communicate
- International number plans as outbound routes changes
Contact center
- Introducing Genesys Cloud digital licenses
- Agentless email notifications
- Outbound email campaigns
- Delivery status receipts for outbound email campaigns
- Manage time zones for outbound email campaigns
- Increased email size limit for custom SMTP integrations
- New filters and columns in Content Search view
- AudioHook billing for active use only
- Cumulative uploads of external metrics for performance scorecards
Deprecations and announcements
- API endpoint change for local key settings in recording service
- CIDR IP address range for cloud media services expansion
September 21, 2022
Contact center
- Single customer view powered by identity resolution available in select regions
- Predictive Engagement outcome value configuration and reporting
- Extended voice transcription services
- Agent status widget improvements
- Web messaging image copy and paste
- Extend Bot Connecter PostUtterance response timeout
Platform
- Process automation triggers
June 22, 2022
Contact center
- Reset and reassign development and feedback modules
- Interaction evaluation form version tracking
- Blocked offer views for Predictive Engagement journey action maps
- Rich text formatting in bot messages
- Interactions UI improvement
- Intent miner Spanish language support
- Web chat widget support for Google Fonts
Deprecations
- Canned reports deprecation
- API default profile change for gamification metrics
May 18, 2022
Contact center
- Introducing AudioHook Monitor
- Mandatory US and Canada SMS toll-free number verification
- Retrieve estimated wait times for different media types in Architect flows
- Use random functions in Architect decision actions
- Parity in agent performance views with agent metrics reports
- Export and import forecast in user-selected time zone for workforce management
- Secure pause recordings when not a conversation participant in Conversations API
Platform
- Enable automatic capture of console logs for troubleshooting
Deprecations
- Agent interaction UI collapse/expand control removal
May 11, 2022
Communicate
- Introducing hybrid telephony connections
Contact center
- Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
- Recycle a digital campaign
- Enhanced customer journey view for Predictive Engagement administrators
- Shrinkage Reporting API for workforce management
- Ability to provide feedback to sentiment analysis in French dialects
- Dutch programs, topics, and phrases support
Integrations
- Amazon EventBridge topic for wrap-up codes
- Amazon EventBridge topics for external contacts and after call work events
Platform
- Updated icons in the Genesys Cloud UI
March 23, 2022
Contact center
- Introducing analytics workspace
- Average Hold Handled and ACW Handled columns in Performance views
- Improved customer sentiment scoring
- Workforce management import service enhancement
- Configurable Messenger position for web messaging
- Web messaging delivery status notifications
- Campaign and campaign sequence schedule improvements
Platform
- US East 2 (Ohio) region deployment
Deprecations
- Agent interaction UI collapse/expand control removal
