Genesys Cloud - agent desktop tag

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• External source for open messaging identity resolution in the UI
• Detailed counts of digital messaging activity
• Improved keyword precision for SMS
• Microsoft Graph for email integration

Employee productivity

• Multi contextual panels
• Improved agent email address handling
• Expanded Agent Assist dashboard with enhanced insights

Data, analytics, and reporting

• Normalization of Digits in French for Low Latency transcription.
• Division support for external contacts bulk import
• Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

• Advanced knowledge handling in bot flows

Deprecations

• Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
• Deprecation: Windows 10 OS support for the desktop app
• Deprecation: Genesys Enhanced TTS – Google European Voices

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Non-default content profile support for SMS

Employee productivity

• Multi contextual panels
• Improved accessibility in Tempo
• View possible shifts in the Genesys Tempo mobile app
• Notes panel improvements
• Wrap Up panel usability improvements 

Account management

• Introducing the Genesys Cloud CX 4 license

Data, analytics, and reporting

• On demand voice and digital transcript translation
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Open platform

• Script support in the CX Cloud from Genesys and Salesforce integration

Workforce engagement

• AI scoring in evaluation forms
• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Typing indicators in Mobile Messenger

Employee productivity

• Multi contextual panels
• Conversation summaries on transfer with Agent Assist and Agent Copilot
• Notes panel improvements
• Wrap Up panel usability improvements 

Data, analytics, and reporting

• Journey Management date range configuration

Open platform

• Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

• Trigger process automation from Coaching or Learning state changes

Deprecations

• BYOC Premises – Genesys Hardware Solution deprecation

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification

Employee productivity

• Multi contextual panels
• Notes panel improvements
• Wrap Up panel usability improvements 
• Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
• Agent Copilot Dictionary Management
• Display external contact names in call history and voicemail inbox
• Enable message pinning in Collaborate chat

Account management

• User settings page displays the last login date and time
• Voice transcription combined offer
• Simplified license usage logic

Data, analytics, and reporting

• Native voice transcription support for Hebrew

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Auto answer for voice interactions on queue settings
• Auto answer for digital interactions

Data, analytics, and reporting

• Filter and search conversations by acoustic metrics and wrap-up codes

Employee productivity

• Agent Copilot summary analytics access via API

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

• Reminders for agents about their next scheduled activity

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Configure max calls per agent with decimal precision
• Recurring outbound campaign schedules
• Script support for workitems

Account management

• Customize inactivity timeout settings

Data, analytics, and reporting

• Topic miner Swiss German language support
• Improved attribute lists view for Journey Management events
• Configure performance dashboard widgets with work team and reports-to filters
• Filter customer journey data using numbers

Employee productivity

• Enhanced email input fields

Self service and automation

• Portuguese language support in Architect

Workforce engagement

• Workforce management historical data import improvement
• Assign coaching without workforce management scheduling
• Workforce management activity codes for coaching and learning

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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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