Genesys Cloud - analytics and reporting tag
List of the Genesys Cloud release notes that include the analytics and reporting release notes tag.
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Instagram support for external contacts identity resolution
Employee productivity
- Multi contextual panels
Data, analytics, and reporting
- Average Speed of Answer in Agent Performance views
Open platform
- Synchronize ServiceNow cases with Genesys Cloud work items
Workforce engagement
- AI scoring support for consult transfers
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Allow participants to clear web messaging conversations
- Architect inbound email flow AI intent and entity detection
- Web messaging French Canada, Greek, and Hindi support
- Outbound dialing campaign health indicator
Employee productivity
- Multi contextual panels
Data, analytics, and reporting
- Improved voice offered metrics for customer first callbacks
Workforce engagement
- Updated Genesys Cloud built-in learning modules
- Improved workforce management deferred workload prediction algorithm
Deprecations
- Deprecation: Mobile Messenger SDK localization files storage
- Deprecation: Workforce management historical data delete job API endpoints
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
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Next Contact Avoidance (NCA) in predictive routing
Employee productivity
- Multi contextual panels
- Agent Copilot configuration experience improvements
Account management
- Division assignment for external contacts and external organizations
Data, analytics, and reporting
- Save static interaction lists in Content Search
- Dedicated API endpoints for schema metadata retrieval
Open platform
- Phone book support in the Omni-Channel widget for CX Cloud
- Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
- Configurable timeout for data actions
Workforce engagement
- Enable audio selection with screen recordings in playback
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Introducing outbound WhatsApp campaigns support
Employee productivity
- Multi contextual panels
- Conversation details for agents
- Prevent agents from staying on queue without a selected station
Account management
- Attribute-based access control
Data, analytics, and reporting
- View average sentiment score across performance views
- Retrieve Estimated Wait Time (EWT) by label
- Analytics agent activity API filter and sort agents based on conversation activity
- Agent Timeline Detail view
Open platform
- Sync external email interaction data in Genesys Cloud EX
- Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia
Workforce engagement
- Add or remove individuals from automatic development and feedback modules assignment
- Gamification Contests
Self service and automation
- Query jobs API typeId as a primary filter and increased filter limits
Deprecations
- Deprecation: Amazon Lex V1 bot integration
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
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Regex custom data filtering to protect sensitive information for co-browse
- Preserve routing information for callbacks and voicemails
- Define rule conditions based on workitem dates
- Updated agent canned responses panel
- Bulk workitem addition via API
Data, analytics, and reporting
- Share dashboards with work teams and individuals
- Agent performance reports for inactive and deleted users
- Improved native voice transcription accuracy for French
- Normalization of Digits in German for Low Latency transcription.
Employee productivity
- Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users
Open platform
- CX Cloud from Genesys and Salesforce Agent Copilot support
- Custom node.js code as part of a data action
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Improved search and filters for screen recorded interactions
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Agent Copilot summarization model improvement
- Introducing Architect workitem flows for enhanced work automation
- Expanded customer identification with non-E.164 numbers
Data, analytics, and reporting
- Enhanced interaction visibility in agent status widget
- Sentiment and agent empathy analysis for Swiss German language
Open platform
- Additional conversation events for the Operational Console
Self Service & Automation
- Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages
Self service and automation
- Architect toolbox search option
Deprecations
- Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Workitem query and filter improvements
- Direct access to interaction details from the Customer Journey tab
- Enhanced workitems list view with column picker and advanced filtering
- Web messaging support in the Zurich (EUC2) region
Data, analytics, and reporting
- Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
- Real time data update indicators in analytics views
- View acoustic data in topic trends, and agent, queue, flow topic views
Employee productivity
- Enhanced control over agent assistance access
- Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing
Open platform
- Hardware and OS support for CHS Large devices
- Genesys Cloud Voice number management UI improvements
Workforce engagement
- Workforce management per minute scheduling granularity
Account management
- Counted limits monitoring and alerts
- WebRTC Media Helper enabled by default with allowed IP addresses feature
- Custom inbound data filtering rules for digital channels
Customer engagement
- Prerequisites in expandable section of Resource Center articles
- Park email interactions
Data, analytics, and reporting
- Dashboard Owners page
- Increase quality management topic limit to 5000 on request
- Journey management with Funnel analysis
Open platform
- Enhanced security with HIPAA compliant inactivity timeout
Self service and automation
- Genesys Cloud voice controlled attestation for outbound calls
Workforce engagement
- Screen recording playback UI modernization
- Improved customer sentiment and agent empathy analysis for English dialects
