Genesys Cloud - Interaction handling tag

Account management

• Passkey support for Multi-Factor Authentication (MFA)

Customer engagement

• Custom named time zones for contactable time sets
• Digital rule sets for outbound WhatsApp campaigns
• Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
• External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flow list picker support in Singapore and Mexico regions
• Authentication support in Apple Messages for Business in Singapore and Mexico regions
• Apple Messages for Business forms in Singapore and Mexico regions
• Control agent transfer capabilities via permissions
• Configure group ring settings
• Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
• New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

• Sentiment, empathy, and topic spotting support for Turkish and Zulu
• Export summary row chart in Analytics Performance views
• Web events available in Journey Management

Employee productivity

• Configure combined voice utilization for ACD and non-ACD calls
• Favorites now listed in the User Directory
• Multi-language Agent Copilots

Open platform

• Enable auto answer for interactions in the Unified Experience from Genesys and ServiceNow integration
• Thai language support
• Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Self service and automation

• Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish
• Enhanced confirmation controls in AI Guides
• Genesys Virtual Agent support for Portuguese and Swedish dialects
• Create flow outcomes and milestones natively in Architect

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Employee productivity

• Streamlined navigation and information architecture update
• Agent-to-agent consult and warm transfer for messaging interactions
• Custom prompts in advanced summary configurations
• Live character counter for ACW notes
• Internationalized date formats in Genesys Tempo

Account management

• BYOC Premises Edge devices in Edges list view

Customer engagement

• Control agent transfer capabilities via permissions
• Inactivity handling for messaging interactions

Data, analytics, and reporting

• Topic miner support for Arabic dialects
• Topic miner support for Hindi dialect

Open platform

• Mexico region deployment
• Singapore region deployment

Self Service and Automation

• Rule-based decisions and string list attribute support

Workforce engagement

• Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
• Adherence widget available in the Activity view
• Automatic submission of completed AI evaluations

Deprecations

• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
• Deprecation: Administrator login using only user name and password

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Employee productivity

• Streamlined navigation and information architecture update

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Open platform

• Greater outbound performance and platform enhancements for BYOC Cloud

Workforce engagement

• Workforce management override for time-off plan dates

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Account management

• Multiple messenger deployment behavior update

Customer engagement

• Enhanced WebRTC Media Helper for VDI users
• Extended after call work timeout

Open platform

• Support for CX Cloud in VDI environment

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Customer engagement

• Barge-in capability for supervisors and administrators

Data, analytics, and reporting

• Enhanced agent status visibility for supervisors

Employee productivity

• Utilization labels for Click to Dial API

Open platform

• Genesys Cloud Voice phone number availability in LATAM countries
• Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce

Workforce engagement

• Real time update of gamification scores

Deprecation

• 2024 Genesys CIDR expansion and firewall requirements notification

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Customer engagement

• SMS UK long code purchase requirement
• Expanded campaign rule actions for enhanced automation
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Reconnect and reply to closed email
• Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

• Enhanced dictionary management

Employee productivity

• Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
• Enhanced privacy controls for ad hoc recordings

Self service and automation

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

Workforce engagement

• Enhanced employee recognition for improved engagement

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Customer engagement

• Transfer APIs and associated permissions
• Client Credential Flow (CCF) authentication support for SMTP integrations
• Support for multiple external email participants

Data, analytics, and reporting

• Architect Flow Insights toggle for bot and digital bot flows
• Improved accuracy of Irish street names in English native voice transcription

Open platform

• Update agent preferred name via public API
• Asia Pacific satellite region deployment

Self service and automation

• Search for a knowledge base article by ID in Architect

Workforce engagement

• Support for disputed evaluations on gamification metrics scorecards

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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

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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

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