knowledge management
Customer engagement
- Improved call analysis response performance
- Bring Your Own (BYO) SMS in Genesys Cloud
Data, analytics, and reporting
- Out-Of-The-Box (OOTB) process updates
- Manually add words to the dictionary backend
Self service and automation
- Knowledge optimizer unanswered queries improvements
Deprecations and announcements
- Legacy alerting system deprecation postponement
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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
- Open messaging typing indicators
Data, analytics, and reporting
- Introducing the Genesys Cloud Analytics Add-on (A3S)
Open platform
- Architect workflow trigger automation
- Introducing Genesys Cloud CX Accelerators
Self service and automation
- Support center name change
- Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
- Introducing the Architect Optimizations dashboard
- Architect flow outcomes and milestones user interface updates
Workforce engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations and announcements
Deprecation: Canned reports
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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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Data, analytics, and reporting
- Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
- Real-time agent filtering and agent updates
Self service and automation
- Nuance Mix integration support in Canada
- JSON variables and states in Architect bot flows and digital bot flows
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Contact center
- Architect user interface refresh
- Configure new conditional group routing method
- Touchpoint variations for knowledge workbench articles
Platform
- Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level
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Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Drill down to dashboard performance views
- Real time alerting based on agent’s after call work duration
- Improved dashboard create and edit options
- Show or hide top viewed articles in Support Center
- Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows
Platform
- Resource Center improvements
- Telephony Extensions now support Divisions
Deprecations and announcements
- Legacy alerting system deprecation
- External Contact directory pages external organization logo removal
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Collaborate
- Support for MDM browser authentication for Collaborate for iOS
Contact center
- Workforce management time-off requests user interface improvements
- Improvements to playback screen recordings
- Workforce management and HR Integration System (HRIS) integration
- Modify the default whisper tone in Architect
- Real-time alerting for waiting interactions
- Introducing improved alerting
Integrations
- Client information in the embedded clients interaction window
Deprecations and announcements
- Journey customer service deprecation
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Contact Center
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support
Deprecations and announcements
- Knowledge workbench V1 deprecation
- Genesys Dialog Engine deprecation postponement
- Mandatory US and Canada SMS/MMS registration
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Contact Center
- Generative AI to summarize agent digital interactions
- New workforce management scheduling menu
- Automatic language detection for digital interactions
- Show or hide top searched articles in Support Center
- Bulk changes to knowledge base question and answer articles
- Copy an existing evaluation or web survey form
- Customer Journeys tab in the Interactions View
- Canned responses source code/HTML editor
- Access to Queue Agent Details View by division membership
Integrations
- Introduction of OAuth 2.0 for custom SMTP integration
Deprecations and announcements
- Customer journey tab replacement
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Contact Center
- External contacts Profile tab updates
- Import question and answer FAQs from URLs
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Communicate
- Transcription for Communicate voicemails
- Active speaker indicators
Contact Center
- Additional voice transcription accuracy improvements for Spanish
- Approve time-off requests based on agent hire date
- Evaluation source in evaluation cards
- Enhanced pagination control in analytics workspace views
- Queue Performance Summary chart view
- Metric values in views with duration statistics
- Transcription for Communicate voicemails
- Restricted access to details about predictive routing agents
- Delete a knowledge base
Deprecations and announcements
- Deprecation of select filters in Analytics API in Predictive Engagement
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Contact center
- Introducing homescreen configuration for Messenger
- Knowledge articles in Messenger
- Agent Log-in Log-out report
- Status duration data for agents
- Analytics workspace improvements
- Delayed reaction triggers for process automation
Platform
- Hong Kong, Jakarta, and Paris satellite region deployment
Deprecations and announcements
- Mandatory US and Canada SMS/MMS registration
- Deprecation of select filters in Analytics API in Predictive Engagement postponement
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
- CIDR IP address range for cloud media services expansion
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Communicate
- Require the WebRTC Media Helper
- WebHID technology for Jabra headsets re-enablement
Contact center
- Improved interval granularity for a specific time span during performance metrics exports
- Improved module scheduling
- Scorecard tab improvements in the agent activity view
Deprecations and announcements
- journeyCustomer cookie id from GDPR API subjects response deprecation
- Customer journey tab replacement
- Genesys legacy Dialog Engine deprecation
- Knowledge workbench V1 deprecation
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Contact center
- Automatic knowledge surfacing with Genesys Agent Assist
- Cards and carousels in the CX digital agent workspace
- Images and email addresses as hyperlinks in knowledge base articles
- Jump to reusable tasks in Genesys Dialog Engine Bot Flows
- Encrypt and decrypt data in Architect flows
- Mine topics from messaging transcripts
- Intent miner German language support
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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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Communicate
- WebHID technology for Jabra headsets
- Telephony administrator user interface updates
Contact center
- Genesys Agent Assist available in Genesys Cloud Embedded Clients
- Import and export knowledge base articles in additional formats
- No input timeout settings in Genesys Digital Bot Flows
- Call digital bot flows from Architect in-queue message flows
- Sentiment data in Agent Queue Detail and Queue Agent Detail views
- Topic spotting improvement
- Japanese programs, topics, and phrases support
- Usability improvements to messaging and email in the Transcript tab
- Genesys Cloud forecasting user interface updates
Deprecations and announcements
- Genesys Cloud SSO certificate expiry
- CIDR IP address range for cloud media services expansion
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Communicate
- Ringtone options for web and desktop apps
Contact center
- Predictive routing queue impact report
- Limited details for interactions older than 1.5 years available in all regions
- Auto search for callbacks and outbound campaign calls in the Profile panel
- Offset parameter added in recording bulk job API
- Do Not Contact list endpoints for record removal
- Genesys Messenger support for Hebrew
- Tempo icon in Genesys Cloud
- Workforce management time-off plan accessibility improvements
- Knowledge workbench V2 accessibility improvements
Deprecations and announcements
- Microsoft Edge Legacy browser support deprecation
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Contact center
- Introducing topic mining
- Historical shrinkage data
- Filter by topic dialect
- Work plan information in agent schedule views
- Messenger headless support
- Increased email size limit for custom AWS integrations
- Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
- Microsoft Azure Cognitive Services TTS in Architect secure flows
- Email configuration UI updates
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Communicate
- Opt out of voicemail and replace system audio for the default Architect voicemail flow
Contact center
- Genesys Agent Assist in agent workspaces
- Delayed arrival notifications to supervisors in Genesys Tempo™
- Coaching appointment configuration improvement
- Improved voice transcription accuracy for Spanish
- Limited details for interactions older than 1.5 years available in select regions
Platform
- IP addresses for data actions integrations automatically allowed
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Contact center
- 988 Suicide Hotline number plan available for all organizations
- Analyze feedback from the knowledge optimizer
- Google Cloud Dialogflow CX Resell integration in Architect secure flows
- Genesys Tempo™ employee access settings
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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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Contact center
Skill expression groups
Define ring membership by queue
Improved knowledge workbench V2 import and export
Agent utilization in improved estimated wait time calculations
Platform
- API Explorer refresh
- Updated Genesys Knowledge Network
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Collaborate
- Video chat participant notifications
Contact center
- Introducing the Knowledge Performance dashboard
- My Interactions view for agents
- Genesys Messenger conversation auto-start
- Audience size estimator for action maps in Predictive Engagement
- Test regular expression slot types before implementation
- Nuance Mix integration in Architect secure flows
- Amazon Lex V2 bots in Architect secure flows
- Google Cloud Dialogflow CX bots in Architect secure flows
- Nuance TTS integration in Architect secure flows
- Genesys Enhanced TTS in Architect secure flows
- 988 Suicide Hotline number plan available with Genesys Cloud Voice
- Genesys Messenger support for Portuguese
- Intent miner French language support
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Communicate
- Genesys Cloud WebRTC diagnostics app improvements
Contact center
- Genesys Digital Bot Flows
- SMS message delivery status
- Reset agent personal bests in gamification
- Genesys Dialog Engine Bot Flows support for Portuguese
- Improved voice transcription accuracy for Dutch
Integrations
- Cross-region export option for AWS S3 recording bulk actions integration
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