knowledge management

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

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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

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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