Genesys Cloud - knowledge management tag

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

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Customer engagement

  • WhatsApp outbound campaign schedules
  • Profile panel support for workitems
  • Conditional group activation based on real-time metrics

Data, analytics, and reporting

  • Improved native voice transcription for English

Open platform

  • CX Cloud from Genesys and Salesforce support for agent initiated after call work
  • Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

  • Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

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Employee productivity

  • Multi contextual panels

Customer engagement

  • Configurable outbound routes now available for customer first callbacks

Self service and automation

  • Knowledge workbench V2 accessibility improvements
  • Introducing Virtual Agent performance dashboard
  • New metrics for Architect bot and digital bot flows in the Optimization dashboard
  • Enhanced AI-powered slots for virtual agents

Workforce engagement

  • Unlimited archived recording restorations

Deprecations

  • Deprecation: Update a user’s presence without permission restrictions
  • Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

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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

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Notification topic for outbound message delivery failures
  • Customer-first callback option
  • Step-up authentication during web messaging sessions

Account management

  • Genesys Cloud Unified License for Virtual Network Operators for India region

Data, analytics, and reporting

  • Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

  • Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

  • Resize images and tables in knowledge workbench articles

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Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Messenger session persistence
  • Mobile Messenger SDK for iOS and Android

Data, analytics, and reporting

  • Enhanced queue activation panel with search and pagination in agent detail views
  • Extended voice transcription services support for Hindi

Self service and automation

  • Knowledge workbench connectors for Salesforce and ServiceNow
  • Agent Copilot AI-generated answers from manual search

View details

Account management

  • Hourly interacting users billing option

Customer engagement

  • Highlight markdown support in web messaging
  • Outbound open messaging on behalf of a queue

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Portuguese
  • Introducing digital performance monitoring views

Employee productivity

  • Genesys Agent Assist available for Japanese language

Self service and automation

  • Select multiple segments in knowledge article variations
  • Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
  • Introducing Architect Replay Mode
  • Advanced Architect execution data capabilities for all flows

Workforce engagement

  • Improved navigation between published schedules in the workforce management schedule editor
  • Genesys Cloud Workforce Management work plan bidding

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Customer engagement

  • Auto-answer functionality for agents in preview campaigns
  • Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

  • Improved interval granularity for ad-hoc exports
  • Edit and rerun scheduled exports
  • Export panel enhancements

Employee productivity

  • Genesys Agent Assist summarization Spanish support (preview)
  • Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

  • Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
  • Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
  • BYOC Cloud TLS X.509 certificates
  • Architect data tables user interface updates

Workforce engagement

  • Insights visual charting for supervisors

Deprecations

  • Deprecation: BYOC Premises Edge Remote Survivability
  • Deprecation: Active screen recordings UI

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Customer engagement

  • Web messaging support in MEC1 (UAE) region
  • Digital channels participant information update

Self service and automation

  • Knowledge portal refreshed article search results

Employee productivity

  • Submit feedback in Genesys Tempo

Data, analytics, and reporting

  • Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
  • Notification API voice transcription number normalcy for English languages
  • Improved native voice transcription accuracy for French languages
  • Improved sentiment analysis for English languages

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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

View details

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

View details

Account management

  • The User Settings page displays the last login date and time
  • Regional Genesys location as default directory location
  • iRAP protected compliance assessment

Customer engagement

  • Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

  • Trigger alerts based on the number of agents currently in queue

Self service and automation

  • Architect knowledge configuration improvements
  • Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

  • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
  • Search Audits APIs deprecation
  • Deprecation: Removal of Utilize Load Based permission

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