Genesys Cloud - identity and access management tag

List of the Genesys Cloud release notes that include the identity and access management release notes tag.

Employee productivity

Multi contextual panels
Agent script enhancements
Alert volume while on call setting available in main application

Account management

SSO integrations management via SAML Metadata files
Updated Genesys branding on login pages
OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

Journey Management now displays estimated analysis completion time via in-app notifications
Column reordering within column picker in Analytics Performance views

Self service and automation

Transfer options for Architect voice and digital bot flows

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal
Deprecation: Pointillist

Employee productivity

Multi contextual panels
Call forwarding enhancements with group search functionality

Account management

Audit SAML authentications
Increased SSO integrations allowance per identity provider

Customer engagement

Messenger individual application provisioning and configuration redesign
WhatsApp’s per message pricing update

Workforce engagement

Policy-based station-side call recording
Evaluation data access via consolidated reporting views
Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

Deprecation: Removal of Webhooks integration for chat notification

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Email administration user interface enhancements
Retry configuration for unsuccessful customer first callbacks

Employee productivity

Multi contextual panels
Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

Automatic role assignment for reactivated users

Self service and automation

Content-based search for non-English knowledge base articles
Architect help panel

Workforce engagement

Enable audio selection with screen recordings in playback

Deprecations

Deprecation: Analytics Transcripts Query Endpoint API

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Next Contact Avoidance (NCA) in predictive routing

Employee productivity

Multi contextual panels
Agent Copilot configuration experience improvements

Account management

Division assignment for external contacts and external organizations

Data, analytics, and reporting

Save static interaction lists in Content Search
Dedicated API endpoints for schema metadata retrieval

Open platform

Phone book support in the Omni-Channel widget for CX Cloud
Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
Configurable timeout for data actions

Workforce engagement

Enable audio selection with screen recordings in playback

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

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Configure max calls per agent with decimal precision
Recurring outbound campaign schedules
Script support for workitems

Account management

Customize inactivity timeout settings

Data, analytics, and reporting

Topic miner Swiss German language support
Improved attribute lists view for Journey Management events
Configure performance dashboard widgets with work team and reports-to filters
Filter customer journey data using numbers

Employee productivity

Enhanced email input fields

Self service and automation

Portuguese language support in Architect

Workforce engagement

Workforce management historical data import improvement
Assign coaching without workforce management scheduling
Workforce management activity codes for coaching and learning

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
External contacts profile panel refresh
Interactive WhatsApp templates with images and dynamic call-to-action buttons
Automatic time zone mapping support for Genesys Cloud and Salesforce Integration

Account management

Login banner added to Genesys Cloud login screen

Workforce engagement

Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

Deprecation: Legacy ACD web chat (version 1)
Deprecation: Legacy co-browse and screenshare

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Authenticated messaging enabled for Mobile Messenger
View Mobile Journey Tracking for enhanced agent insights
Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

Audit Viewer granular detail of role changes

Customer Engagement

Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

Preview active emails in queue and parked emails
Collaborate chat hyperlink ability

Open platform

Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

Capture slot values via LLMs with Genesys Virtual Agent
Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

Workforce management activity smoothing and schedule variability

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

Data, analytics, and reporting

Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Customer engagement

Skills-based dialing in power and predictive outbound campaigns
Work Automation performance views enhancements
Granular campaign control permissions
Interaction routing based on predictive scores

Self service and automation

Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Flexible text-to-speech (TTS) engine selection in Architect flows

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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.