Genesys Cloud - Agent Workspace tag

Employee productivity

• Streamlined navigation and information architecture update
• Agent-to-agent consult and warm transfer for messaging interactions
• Custom prompts in advanced summary configurations
• Live character counter for ACW notes
• Internationalized date formats in Genesys Tempo

Account management

• BYOC Premises Edge devices in Edges list view

Customer engagement

• Control agent transfer capabilities via permissions
• Inactivity handling for messaging interactions

Data, analytics, and reporting

• Topic miner support for Arabic dialects
• Topic miner support for Hindi dialect

Open platform

• Mexico region deployment
• Singapore region deployment

Self Service and Automation

• Rule-based decisions and string list attribute support

Workforce engagement

• Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
• Adherence widget available in the Activity view
• Automatic submission of completed AI evaluations

Deprecations

• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
• Deprecation: Administrator login using only user name and password

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Employee productivity

• Streamlined navigation and information architecture update
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Domain allow list for emails
• Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
• Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects
• Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Account management

• API responses no longer include OAuth client secret
• Genesys Tempo enabled by default with allowed IP addresses feature
• SAML assertion decryption support for single sign-on integrations

Customer engagement

• Customer first callback support in outbound campaigns
• Use custom SMTP servers for email campaigns and agentless email
• Messenger support for list picker

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

• Create AI Guides from uploaded process documents
• AI Guides model enhancements

Deprecations

• Deprecation: BYOC Premises—Customer VM Solution
• Deprecation: Token Implicit Grant for OAuth clients
• Deprecation: Open messaging inbound endpoint

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Employee productivity

• New unified navigation experience coming to Genesys Cloud
• Summary engagement insights on the Agent Copilot dashboard

Account management

• Manage user hire dates with SCIM APIs
• Refreshed integrations management interface

Customer engagement

• Configure up to 100 OpenID integrations for authenticated web messaging
• Voice note support for WhatsApp conversations
• Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

• Enhanced longest waiting and longest interacting metrics
• Duplicate an event card in Journey Management
• Review transcripts faster in interaction details

Open platform

• Updated Genesys Cloud desktop app icons
• Unified Experience from Genesys and ServiceNow phone book support 

Workforce engagement

• Default answers for evaluation forms

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