Genesys Cloud - analytics and reporting tag

List of the Genesys Cloud release notes that include the analytics and reporting release notes tag.
September 16, 2024

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

View details

September 2, 2024

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

View details

July 29, 2024

Customer engagement

  • Barge-in capability for supervisors and administrators

Data, analytics, and reporting

  • Enhanced agent status visibility for supervisors

Employee productivity

  • Utilization labels for Click to Dial API

Open platform

  • Genesys Cloud Voice phone number availability in LATAM countries
  • Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce

Workforce engagement

  • Real time update of gamification scores

Deprecation

  • 2024 Genesys CIDR expansion and firewall requirements notification

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July 22, 2024

Account management

  • Hourly interacting users billing option

Customer engagement

  • Highlight markdown support in web messaging
  • Outbound open messaging on behalf of a queue

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Portuguese
  • Introducing digital performance monitoring views

Employee productivity

  • Genesys Agent Assist available for Japanese language

Self service and automation

  • Select multiple segments in knowledge article variations
  • Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
  • Introducing Architect Replay Mode
  • Advanced Architect execution data capabilities for all flows

Workforce engagement

  • Improved navigation between published schedules in the workforce management schedule editor
  • Genesys Cloud Workforce Management work plan bidding

View details

June 3, 2024

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

View details

May 20, 2024

Customer engagement

  • Auto-answer functionality for agents in preview campaigns
  • Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

  • Improved interval granularity for ad-hoc exports
  • Edit and rerun scheduled exports
  • Export panel enhancements

Employee productivity

  • Genesys Agent Assist summarization Spanish support (preview)
  • Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

  • Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
  • Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
  • BYOC Cloud TLS X.509 certificates
  • Architect data tables user interface updates

Workforce engagement

  • Insights visual charting for supervisors

Deprecations

  • Deprecation: BYOC Premises Edge Remote Survivability
  • Deprecation: Active screen recordings UI

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May 6, 2024

  • Improved Genesys Cloud announcements

Customer engagement

  • Canned Responses user interface enhancements

Data, analytics, and reporting

  • Introducing Architect Journey Flows for bot and digital bot flows
  • Analytics API enhanced capabilities
  • Real time alerts for out of adherence status
  • Analytics views column picker improvements

Workforce engagement

  • Manage Active Screen Recordings

View details

April 29, 2024

Data, analytics, and reporting

  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Improved native voice transcription accuracy for Korean dialect

Employee productivity

  • Genesys Agent Assist summarization moved to the ACW pane
  • Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
  • Control knowledge behavior from start to finish in Architect digital bot flows
  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Deprecations and announcements

  • Deprecation postponement: Legacy alerting system

View details

April 22, 2024

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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April 15, 2024

Customer engagement

  • Architect post-call actions in voice calls
  • Improved agent utilization for digital transfers
  • Introducing Work Automation in select regions

Data, analytics, and reporting

  • Dynamic time zone settings in workspaces and views

View details