Genesys Cloud - External contact management tag

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

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Quick replies, cards, and carousels for open messaging
Automatically pause co-browse session for specific pages
Real-time WhatsApp message status tracking
External Contacts external ID support
Workitems List View filter and sort support

Data, analytics, and reporting

Enhanced bulk import for external contacts

Employee productivity

Automatic missed call notifications for mobile communicate users

Workforce engagement

GCBA proxy server support
Enhanced date format display for workforce management agents

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Enable UUI retrieval from outbound call responses

Account management

Genesys Cloud self-certifies for the EU-U.S. Data Privacy Framework

Data, analytics, and reporting

Journey Management filter and display options

Employee productivity

Improved agent messaging interface
Keyboard support for DTMF input in embedded framework

Deprecations

Deprecation: Supervisor for iPad app

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Agent Copilot summarization model improvement
Introducing Architect workitem flows for enhanced work automation
Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

Enhanced interaction visibility in agent status widget
Sentiment and agent empathy analysis for Swiss German language

Open platform

Additional conversation events for the Operational Console

Self Service & Automation

Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages

Self service and automation

Architect toolbox search option

Deprecations

Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

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

Customer engagement

Enhanced pacing control in dialing campaigns
Co-browse for voice via Messenger
Deploy Messenger without web messaging
Messenger JavaScript SDK toaster plugin
Enhanced external contacts data access control for agents

Data, analytics, and reporting

Improved native voice transcription accuracy for Spanish

Self service and automation

Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

APIs to integrate external learning modules

Deprecations and announcements

Deprecation: Adobe data actions integration removal
Deprecation: Pointillist Community

Contact center

Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

Deprecation: CX digital agent workspace

Contact Center

Generative AI to summarize agent digital interactions
New workforce management scheduling menu
Automatic language detection for digital interactions
Show or hide top searched articles in Support Center
Bulk changes to knowledge base question and answer articles
Copy an existing evaluation or web survey form
Customer Journeys tab in the Interactions View
Canned responses source code/HTML editor
Access to Queue Agent Details View by division membership

Integrations

Introduction of OAuth 2.0 for custom SMTP integration

Deprecations and announcements

Customer journey tab replacement

Contact Center

External contacts Profile tab updates
Import question and answer FAQs from URLs

Communicate

Built-in Genesys Cloud WebRTC diagnostics application improvements

Contact Center

External contacts Profile tab updates
Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
Archive and unarchive learning modules

Integrations

Automatic regionalization of endpoints for existing Google Cloud TTS and STT integrations
Custom voices support for the Google Cloud Text-to-Speech integration

Deprecations and announcements

Static data actions for web service data actions integration removal

Communicate

Transcription for Communicate voicemails
Active speaker indicators

Contact Center

Additional voice transcription accuracy improvements for Spanish
Approve time-off requests based on agent hire date
Evaluation source in evaluation cards
Enhanced pagination control in analytics workspace views
Queue Performance Summary chart view
Metric values in views with duration statistics
Transcription for Communicate voicemails
Restricted access to details about predictive routing agents
Delete a knowledge base

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

Contact center

Single customer view powered by identity resolution available in all regions
Introducing Genesys Enhanced Text-to-Speech integration
Shift trading on iOS and Android devices
Secure bot flows in Architect
Audit log viewer for action maps
Agent Locale Scripter variable for agent’s chosen language
Sentiment feedback, content search, and Interactions view icon updates

Contact center

Skill expression groups

Define ring membership by queue

Improved knowledge workbench V2 import and export

Agent utilization in improved estimated wait time calculations

Platform

API Explorer refresh
Updated Genesys Knowledge Network

Contact center

Single customer view powered by identity resolution available in select regions
Predictive Engagement outcome value configuration and reporting
Extended voice transcription services
Agent status widget improvements
Web messaging image copy and paste
Extend Bot Connecter PostUtterance response timeout

Platform

Process automation triggers

Communicate

User to User Information (UUI) enhancement for remote stations
DTMF support in active calls

Contact center

Audit trail improvements in Interaction Details view
Improved agent external contacts experience
New audio alert for non-voice interactions

Platform

Genesys Cloud Command Line (CLI) enhancements

Communicate

Search for external contacts and organizations on mobile devices

Contact center

Topic manager and topic spotting support for queues and flows
Configurable messaging threading timeline
Export Architect flows in YAML format
External contacts bulk APIs for notes and relationships
Journey aggregate query API for non-offered action states

Deprecations

CIDR IP address range for cloud media services change completed

Contact center

Increased maximum wait time in Architect email and message flows
Operational bot reporting API
External Contacts bulk API

Platform

Full support for Microsoft Edge Chromium
Genesys Cloud HTTP cookies

Deprecations

CIDR IP address range for cloud media services change

Contact center

Content Search view for voice transcripts
Search interactions for SIP signaling information for all regions
Route voice interactions based on external contact information
Record ACD agent consult calls
Screen recording limit increase

Communicate

DID and toll-free number management enhancements

Contact center

Sentiment analysis for digital interactions
Voice transcription enhancement in speech and text analytics API
Undo or redo changes to a workforce management work plan
Genesys Predictive Engagement rebranding

Deprecations

Export Media Types and Role real-time columns data into .csv files deprecation
Limit journey and interaction history for external contacts and organizations to 365 days deprecation

Contact center

Queues Activity Detail view usability improvement
Performance Dashboards enhancement
Voice transcription search improvements
Predictive Engagement integration with Adobe Analytics
Chat emoji enhancement
Canned responses editor improvement

Deprecations

Analytics User Detail Endpoint API query interval change
Analytics Conversation Detail Endpoint API query interval change
Limit journey and interaction history for external contacts and organizations to 365 days postponement

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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.