Genesys Cloud - content management tag

List of the Genesys Cloud release notes that include the content management release notes tag.

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

Account management

View all groups permission

Data, analytics, and reporting

United Kingdom Genesys Cloud SMS users
Interaction categories for interaction analysis

Customer engagement

File attachments via supported content profile
Queue segmentation of canned responses
Re-use SMTP connections in outbound email

Self service and automation

Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

Supervisor WEM dashboard

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

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

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

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

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

Collaborate

Content management file sharing URL change

Communicate

SRV record support for TLS for BYOC Cloud trunks

Contact center

Assign Google Dialogflow bot events for canceled interactions
France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
Email reply enhancement

Platform

Cape Town Africa satellite region deployment
Assign schedules, schedule groups, and call routing objects within divisions
Standardized client SDK logging and configuration

Deprecations

API endpoint change for supported topic spotting dialects

Collaborate

Additional search features in Documents
Group sharing of documents
Workspace descriptions in Documents

Communicate

FENT remote deployment model

Contact center

Custom date range for reports

Platform

Genesys Cloud Partner Directory

Communicate

Faxing from Documents

Contact center

New Queues Activity views

Collaborate

Improvements to Documents dashboard

Communicate

Support for Polycom VVX 101 and 201 phones

Contact center

Utilization option for non-ACD calls
Change to the way that Genesys Cloud ACD assigns agents to interactions

Collaborate

Delete files from chat
Add custom and structured attributes to documents

Contact center

Transfer to voicemail added to Architect
Load-based schedule generation
Short-term forecasting
Campaign rules for outbound dialing

Integrations

Genesys Cloud for Salesforce enhancements
Genesys Cloud for Zendesk enhancements

Communicate

Inbound OneNumber Fax

Collaborate

Ability to share documents with external parties via a simple link
Ability to configure security profiles for document access

Integrations

Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
Updates to the Zendesk Screen Pop Connector

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.