Genesys Cloud - cross channel tag

List of the Genesys Cloud release notes that include the cross channel release notes tag.

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

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Auto answer for voice interactions on queue settings
  • Auto answer for digital interactions

Data, analytics, and reporting

  • Filter and search conversations by acoustic metrics and wrap-up codes

Employee productivity

  • Agent Copilot summary analytics access via API

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

  • Reminders for agents about their next scheduled activity

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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

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