knowledge management

September 27, 2023

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

View details

September 20, 2023

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

View details

September 13, 2023

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
  • View details

    August 30, 2023

    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

    View details

    August 23, 2023

    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

    View details

    July 12, 2023

    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

    View details

    June 14, 2023

    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

    View details

    June 7, 2023

    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

    View details

    May 31, 2023

    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

    View details

    April 26, 2023

    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

    View details

    April 12, 2023

    Contact Center

    • External contacts Profile tab updates
    • Import question and answer FAQs from URLs

    View details

    March 22, 2023

    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

    View details

    March 1, 2023

    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

    View details

    February 22, 2023

    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

    View details

    February 8, 2023

    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

    View details

    December 21, 2022

    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

    View details

    December 14, 2022

    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

    View details

    December 7, 2022

    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

    View details

    November 30, 2022

    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

    View details

    November 16, 2022

    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

    View details

    November 9, 2022

    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

    View details

    October 19, 2022

    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

    View details

    October 5, 2022

    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

    View details

    September 14, 2022

    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

    View details

    August 31, 2022

    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

    View details