Genesys Cloud - Genesys Cloud Voice tag

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Introducing outbound WhatsApp campaigns support

Employee productivity

• Multi contextual panels
• Conversation details for agents
• Prevent agents from staying on queue without a selected station

Account management

• Attribute-based access control

Data, analytics, and reporting

• View average sentiment score across performance views
• Retrieve Estimated Wait Time (EWT) by label
• Analytics agent activity API filter and sort agents based on conversation activity
• Agent Timeline Detail view

Open platform

• Sync external email interaction data in Genesys Cloud EX
• Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Workforce engagement

• Add or remove individuals from automatic development and feedback modules assignment
• Gamification Contests

Self service and automation

• Query jobs API typeId as a primary filter and increased filter limits

Deprecations

• Deprecation: Amazon Lex V1 bot integration

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Non-default content profile support for SMS

Employee productivity

• Multi contextual panels
• Improved accessibility in Tempo
• View possible shifts in the Genesys Tempo mobile app
• Notes panel improvements
• Wrap Up panel usability improvements 

Account management

• Introducing the Genesys Cloud CX 4 license

Data, analytics, and reporting

• On demand voice and digital transcript translation
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Open platform

• Script support in the CX Cloud from Genesys and Salesforce integration

Workforce engagement

• AI scoring in evaluation forms
• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

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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

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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

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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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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

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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

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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

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Contact center

• Co-browse for web messaging
• Automatic email signatures in canned responses
• Enhanced canned responses editor options
• Rich media in knowledge base articles
• Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

• Introducing the Google Cloud Speech-to-Text (STT) integration
• Microsoft Teams integration enhancements

Platform

• Single sign-on configuration enhancements

Deprecations and announcements

• OS Family attribute in Predictive Engagement
• Windows 7 support for the desktop app deprecation
• Canned reports deprecation date updates
• CIDR IP address range for cloud media services expansion postponement

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Contact center

• Analyze feedback from the knowledge workbench
• Hyperlinks in knowledge base articles
• Typing indicators available for Messenger Transport Mobile SDK
• Arabic voice transcription support

Deprecations

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

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Collaborate

• Genesys Cloud video chat setting improvements

Communicate

• Introducing BYOC Premises Customer Hardware Solution
• Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

• Topic trends summary and detail views
• Agent ACD skills and language proficiency routing improvement
• Improved default program list in speech and text analytics settings
• Japanese voice transcription support

Deprecations

• Website visitor count API change

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Platform

• Automatically log out inactive users

Communicate

• Introducing Global Media Fabric
• LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
• New Poly CCX supported phones

Contact center

• Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
• Improved module assignment workflow
• Adjust wrap-up codes and notes using the API

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Communicate

• Introducing hybrid telephony connections

Contact center

• Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
• Recycle a digital campaign
• Enhanced customer journey view for Predictive Engagement administrators
• Shrinkage Reporting API for workforce management
• Ability to provide feedback to sentiment analysis in French dialects
• Dutch programs, topics, and phrases support

Integrations

• Amazon EventBridge topic for wrap-up codes
• Amazon EventBridge topics for external contacts and after call work events

Platform

• Updated icons in the Genesys Cloud UI

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Communicate

• Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

Contact center

• Inline images in canned responses
• Ability to disable call analysis and answering machine detection
• Email, message, and chat transcript enhancements
• Configure workforce management activities as interruptible for coaching

Deprecations

• Workforce management adherence permission change

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Communicate

• EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

• Introducing the Amazon EventBridge integration
• Introducing the Nuance Mix integration for voice and digital flows

Deprecations

• Agent interaction UI collapse/expand control removal
• Horizontal script panel in agent interaction UI removal
• Workforce management historical data import service JSON format endpoint deprecation

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Communicate

• Telephony terminology changes

Contact center

• Send custom attributes with web messages
• Agentless Notification API enhancement for SMS and open messaging
• Analytics Detail Events for the EventBridge integration
• Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

• Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

• CX as Code

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Communicate

• Conversation header support for BYOC Cloud trunks
• DID number port increase for Genesys Cloud Voice

Contact center

• Update ACD and language skills on an interaction in a queue with Routing API

Platform

• Assign data tables within divisions

Deprecations

• Max Calls replacement for BYOC Cloud trunks

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Communicate

• Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

• Use Architect prompts in Google Dialogflow bots

Platform

• Virtual Desktop Infrastructure

Deprecations

• Journey Reporting Service decommission
• Genesys Cloud Ruby SDK deprecation

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Communicate

• BYOC Cloud custom SIP headers for improved carrier interoperability
• Extended maintenance window for cloud-based Edge updates

Contact center

• Introducing programs, topics, and phrases for speech and text analytics
• US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
• Coaching appointment scheduling with workforce management
• Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

• Introducing the Zoom Phone integration

Deprecations

• Replace call with voice in Sentiment Aggregates API change

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Communicate

• Genesys Cloud Voice in Austria, Poland, and Portugal
• BYOC Cloud certificate renewal

Contact center

• Granular permissions for scheduling, call routing, and emergencies
• Performance dashboards enhancements
• New columns in agent views
• Journey aggregate query enhancement in Analytics API

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Communicate

• Port DID number management enhancement for Genesys Cloud Voice

Contact center

• View agent workforce management schedules on Android devices
• Google Dialogflow integration in Architect chat and messaging flows
• Digital flow support for Flow Performance views
• New filters for Flow Performance views
• Performance Dashboards enhancement

Deprecations

• TLS 1.1 protocol deprecation removal

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