Genesys Cloud - analytics and reporting tag

List of the Genesys Cloud release notes that include the analytics and reporting release notes tag.

Customer engagement

API for phone numbers update in scheduled callbacks
Inbound messaging channel routing support in Apple Messages for Business
Authentication support in Apple Messages for Business
External Contacts identity resolution support for Apple Messages for Business
Architect digital bot flows and Apple Messages for Business support

Data, analytics, and reporting

Custom calculations in performance views
AI summaries for the agent side of a conversation

Employee productivity

Auto-assign Agent Copilot to licensed queue members

Open platform

Audio Connector integration in Architect secure call flows

Employee productivity

Multi contextual panels
Agent script enhancements
Alert volume while on call setting available in main application

Account management

SSO integrations management via SAML Metadata files
Updated Genesys branding on login pages
OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

Journey Management now displays estimated analysis completion time via in-app notifications
Column reordering within column picker in Analytics Performance views

Self service and automation

Transfer options for Architect voice and digital bot flows

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal
Deprecation: Pointillist

Employee productivity

Multi contextual panels
Enable focus mode for agent apps
Improved Collaborate chat read and unread message sync
Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian

Customer engagement

Access and promote external contacts directly in Architect
Internal article linking within the knowledge base

Data, analytics, and reporting

Search transcript content up to 90 days back
Improved native voice transcription readability for Portuguese
Exclude existing topics and phrases from topic mining
Manage expiring and expired exports in the scheduled exports view

Self service and automation

Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

Set limits on shift types and weekend work in schedules
Increased number of AI-scored questions allowed in evaluation forms

Employee productivity

Multi contextual panels
Improved Collaborate Chat read and unread message sync

Data, analytics, and reporting

Recover deleted dashboards from summary and owner pages
Flow Outcomes and Milestones now available in Journey Management

Employee productivity

Multi contextual panels
Fax interface update

Customer engagement

Architect digital bot flow time picker support
Genesys Cloud Social support for Instagram
Web Messenger support for time slot picker
Retention of library selection in the Canned Responses Admin page
Updated pricing for social direct messages, SMS, and agentless outbound email
Enhanced email administration user interface

Data, analytics, and reporting

AI Insights at a glance
New digital response time and engagement metrics

Workforce engagement

Evaluate up to 50 interactions per agent daily with AI Scoring
Multiple answer selection in evaluation form questions

Deprecations

Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
Deprecation: Workforce management historical data delete job API endpoints

Employee productivity

Multi contextual panels
Agent Copilot summary API metrics and edited summaries

Customer engagement

Configurable X integration sizes and new entry size
Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

Enhanced Performance dashboards with real-time agent status counts by work team
AI insights about reasons for customer sentiment

Employee productivity

Multi contextual panels
New email send permissions control

Customer engagement

Sort by priority in skills-based dialing for Preview campaigns
Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

Group Ring column and filter in Interaction views

Open platform

Wrap-up code integration between Genesys Cloud and ServiceNow
On Demand log capture for agents

Workforce engagement

Export agent summary data as PDF or CSV

Employee productivity

Multi contextual panels
Configure chat message editing time limits

Customer engagement

Genesys Cloud Open Messaging supports custom social network connectors
Character counter in canned responses editor

Data, analytics, and reporting

View phrase usage in Topic Editor

Self service and automation

Introducing the Webhook for Events integration

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

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

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Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.