Genesys Cloud - analytics and reporting tag

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

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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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

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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

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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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  • 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

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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

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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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

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Customer engagement

  • Outbound WhatsApp message on behalf of a queue
  • File attachments via supported content profile

Data, analytics, and reporting

  • Edit and rerun scheduled exports
  • Export panel enhancements
  • Improved native voice transcription accuracy for Spanish dialects

Employee productivity

  • Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

  • Introducing the Nuance Recognizer as a Service integration
  • Improved flow size indicator in Architect
  • Introducing the Audio Connector integration

Deprecations and announcements

  • Deprecation: Mobile Messenger SDK for React Native apps
  • Deprecation: Native X (formerly Twitter) third-party direct messaging channel

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Account management

  • Operational console to monitor and view operational events

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

  • Enhanced search capability within skill expression groups

Workforce engagement

  • Leaderboard view disabled for organizations with disabled gamification
  • Change forecast associated with a schedule
  • Recording bulk action API improvement for aged recording management

Deprecations and announcements

  • Deprecation postponement: Legacy alerting system

View details