Genesys Cloud - agent desktop tag

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Authenticated messaging enabled for Mobile Messenger
• View Mobile Journey Tracking for enhanced agent insights
• Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

• Audit Viewer granular detail of role changes

Customer Engagement

• Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

• Preview active emails in queue and parked emails
• Collaborate chat hyperlink ability

Open platform

• Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

• Capture slot values via LLMs with Genesys Virtual Agent
• Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

• Workforce management activity smoothing and schedule variability

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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

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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

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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

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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

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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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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

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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

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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

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Contact center

• Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

• Deprecation: CX digital agent workspace

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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

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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

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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

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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

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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

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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

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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

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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

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