List of the Genesys Cloud release notes that include the analytics and reporting release notes tag.
October 25, 2023

Customer engagement

  • Add media to an Outbound SMS campaign
  • Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

  • Evaluator value update based on submission
  • Create in-app toast notification alert rule
  • Analytics Performance views accessibility improvements

Workforce engagement

  • Quality evaluation revision enablement for rescores
  • Quality management evaluations assignment
  • View time-off balances from an external HR system on Genesys Tempo
  • Dispute completed quality management evaluations

View details

October 18, 2023

Account management

  • Division-aware configuration objects default to all divisions
  • Assign divisions to secondary statuses
  • User settings page displays the last login date and time

Customer engagement

  • GCV outbound fraud protection

Data, analytics and reporting

  • New speech and text analytics permissions
  • Agent empathy analysis API for English transcripts
  • New analytics dashboard metrics
  • Messenger co-browse toolbar improvements
  • Remove agents who deselect their phone from the queue

Employee productivity

  • Agent target selection interface and workflow improvements

Workforce engagement

  • Assign division specific secondary status codes for agents

View details

October 11, 2023

Account management

  • The User Settings page displays the last login date and time
  • Regional Genesys location as default directory location
  • iRAP protected compliance assessment

Customer engagement

  • Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

  • Trigger alerts based on the number of agents currently in queue

Self service and automation

  • Architect knowledge configuration improvements
  • Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

  • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
  • Search Audits APIs deprecation
  • Deprecation: Removal of Utilize Load Based permission

View details

September 20, 2023

Customer engagement

  • Search domain names and email addresses
  • Inbound call handling site for BYOC Cloud trunks
  • Supported file attachments update in third-party messaging

Data, analytics, and reporting

  • Configure rules for any user in a work team

Self service and automation

  • Cards and carousels for digital bot conversations
  • Expanded knowledge portal availability

Workforce engagement

  • WEM activity widget for Genesys Cloud for Embedded Framework
  • Architect workflow automated notifications

Deprecations and announcements

  • Deprecation: Active Screen Recordings UI

View details

September 13, 2023

Customer engagement

  • Open messaging typing indicators

Data, analytics, and reporting

  • Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

  • Architect workflow trigger automation
  • Introducing Genesys Cloud CX Accelerators

Self service and automation

  • Support center name change
  • Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
  • Introducing the Architect Optimizations dashboard
  • Architect flow outcomes and milestones user interface updates

Workforce engagement

  • Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

  • Deprecation: Canned reports
  • View details

    September 6, 2023

    Customer engagement

    • Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
    • Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
    • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

    Data, analytics, and reporting

    • WebRTC Media Helper in Analytics

    Self service and automation

    • Architect zoom enhancement and legacy user interface toggle removal

    Workforce engagement

    • WEM activity views in Genesys Cloud for Salesforce embedded client
    • Telephony administrator user interface updates

    Deprecations and announcements

    • Search Audits APIs deprecation postponement

    View details

    August 30, 2023

    Customer engagement

    • Conditional group routing as the timeout routing method for preferred agent routing
    • Require the WebRTC Media Helper
    • Custom music for agent-initiated hold duration
    • End interactions automatically when agents logoff
    • Improved media handling for outbound message attachments

    Data, analytics, and reporting

    • Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
    • Introducing the Genesys Cloud Analytics Add-on (A3S)
    • Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

    Open platform

    • Genesys Cloud for Chrome extension update
    • Calling party ID in p-asserted identity SIP header
    • Yealink headsets support

    Self service and automation

    • Additional formatting for knowledge workbench v2 articles
    • Test digital bot flows in real time
    • Intent health in Architect bot flows and digital bot flows

    Workforce engagement

    • Quality evaluation scores now available as a gamification metric

    Deprecations and announcements

    • US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
    • Arrow Electronics partnership and end of preconfigured edge appliances program
    • Deprecation: CX digital agent workspace (digital desktop only)
    • Japanese translation of “idle” inconsistency

    View details

    August 23, 2023

    Data, analytics, and reporting

    • Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
    • Real-time agent filtering and agent updates

    Self service and automation

    • Nuance Mix integration support in Canada
    • JSON variables and states in Architect bot flows and digital bot flows

    View details

    August 16, 2023

    Contact center

    • Additional voice transcription accuracy improvements for Japanese
    • Sensitive Data Masking for voice interactions
    • Additional CX 1 Digital Add-On II capabilities
    • Co-browse for web messaging read-only fields and buttons
    • Dashboards summary page enhancements
    • Dashboard management for administrators
    • Knowledge follow-up tasks in bot flows and digital bot flows

    Integrations

    • Amazon LexV2 integration available in the FedRAMP region

    Deprecations and announcements

    • Search Audits view deprecation
    • BYOC Cloud TLS X.509 certificate renewal
    • Certificate Authority change for Microsoft Teams integration
    • Release Notes category improvements

    View details

    July 26, 2023

    Contact center

    • Agent evaluation details export generation for multiple agent
    • Workforce management business unit and service goal template impact override settings
    • Increased limits for workforce management dimensions
    • Topic miner Spanish language support

    View details

    July 19, 2023

    Communicate

    • Polycom Zero Touch Provisioning
    • Specify a Canadian address as a remote emergency address

    Contact center

    • Collaborate chat quick access for recent chat messages
    • Real-time Interactions data export

    Integrations

    • Sentiment analysis in Google Cloud Dialogflow CX integrations

    Platform

    • Suppress call recordings during IVR flow and in-queue segments

    View details

    June 28, 2023

    Contact center

    • Call recording and quality management support in Genesys Cloud EX

    Deprecations and announcements

    • Deprecation: CX digital agent workspace

    View details

    May 10, 2023

    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

    View details