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agent
Communicate
- Additional ringtone options for Communicate for iOS and Android
Contact Center
Agent email editor enhancements
Email signatures appended to agent email
Set SMS Phone Number pre-contact digital rule action
Perform multiple actions on an email
Add and remove flexibility for email history in agent emails
Introducing Queue Wrap-up Summary Report
Introducing static download links for export
Integrations
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Contact Center
- Historical adherence and shrinkage view updates for teams
- Route email to multiple destinations
- Improved analytics email data with CC/BCC details
Deprecations and announcements
- Search Audits view deprecation
- Search Audits APIs deprecation
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Contact Center
- Generative AI to summarize agent digital interactions
- New workforce management scheduling menu
- Automatic language detection for digital interactions
- Show or hide top searched articles in Support Center
- Bulk changes to knowledge base question and answer articles
- Copy an existing evaluation or web survey form
- Customer Journeys tab in the Interactions View
- Canned responses source code/HTML editor
- Access to Queue Agent Details View by division membership
Integrations
- Introduction of OAuth 2.0 for custom SMTP integration
Deprecations and announcements
- Customer journey tab replacement
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Platform
- Single sign-on configuration enhancement
Contact Center
- Campaign performance views for agents
- Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
- Add Max No Input task to Architect bot actions
- Performance insights view
- Filter by evaluation form name
Integrations
- Nuance Mix integration support in Australia
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Contact center
- Introducing homescreen configuration for Messenger
- Knowledge articles in Messenger
- Agent Log-in Log-out report
- Status duration data for agents
- Analytics workspace improvements
- Delayed reaction triggers for process automation
Platform
- Hong Kong, Jakarta, and Paris satellite region deployment
Deprecations and announcements
- Mandatory US and Canada SMS/MMS registration
- Deprecation of select filters in Analytics API in Predictive Engagement postponement
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
- CIDR IP address range for cloud media services expansion
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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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Contact center
- Introducing topic mining
- Historical shrinkage data
- Filter by topic dialect
- Work plan information in agent schedule views
- Messenger headless support
- Increased email size limit for custom AWS integrations
- Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
- Microsoft Azure Cognitive Services TTS in Architect secure flows
- Email configuration UI updates
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Collaborate
- Video chat participant notifications
Contact center
- Introducing the Knowledge Performance dashboard
- My Interactions view for agents
- Genesys Messenger conversation auto-start
- Audience size estimator for action maps in Predictive Engagement
- Test regular expression slot types before implementation
- Nuance Mix integration in Architect secure flows
- Amazon Lex V2 bots in Architect secure flows
- Google Cloud Dialogflow CX bots in Architect secure flows
- Nuance TTS integration in Architect secure flows
- Genesys Enhanced TTS in Architect secure flows
- 988 Suicide Hotline number plan available with Genesys Cloud Voice
- Genesys Messenger support for Portuguese
- Intent miner French language support
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Contact center
- Consult transfers to queues
- Create a queue from an existing queue
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Communicate
- Toll-free number porting into Genesys Cloud Voice
Contact center
- Callback routing
- ACD-routed preview calls
- User Status Detail report
- Japanese language support
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Communicate
Contact center
- Auto answer feature and persistence connection option
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Collaborate
- Improvements to Documents dashboard
Communicate
- Support for Polycom VVX 101 and 201 phones
Contact center
- Utilization option for non-ACD calls
- Change to the way that Genesys Cloud ACD assigns agents to interactions
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Genesys Cloud Platform
Engage
- Queue activation permission
- Custom interaction details for web chats
- Agent alias for web chats
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