Genesys Cloud - knowledge management tag

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

Employee productivity

Streamlined Navigation and Information Architecture Update

Customer engagement

Apple Pay support for Apple Messages for Business
Architect digital bot flow list picker support
Set time- and duration-based conditions in campaign rules
Use custom SMTP servers for email campaigns and agentless email
Administrators can now bring their own SMS SMPP provider
Idle agent count for conditional group activation or deactivation
Expired callback queue reassignment

Data, analytics, and reporting

Administrators can now search content from HTML emails
Topic miner Korean and Japanese language support
Native voice transcription for core dialects

Open platform

Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Self service and automation

Transcription and storage of caller’s final voice input
Content-based search for knowledge base articles in Norwegian, Danish and Finnish
Swiss German language support in Architect

Workforce engagement

Enhancements to visual components in the interaction details page

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

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

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
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

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

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

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

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

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

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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.