List of the Genesys Cloud release notes that include the language support release notes tag.
April 29, 2024

Data, analytics, and reporting

  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Improved native voice transcription accuracy for Korean dialect

Employee productivity

  • Genesys Agent Assist summarization moved to the ACW pane
  • Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
  • Control knowledge behavior from start to finish in Architect digital bot flows
  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Deprecations and announcements

  • Deprecation postponement: Legacy alerting system

View details

August 16, 2023

Contact center

  • Additional voice transcription accuracy improvements for Japanese
  • Sensitive Data Masking for voice interactions
  • Additional CX 1 Digital Add-On II capabilities
  • Co-browse for web messaging read-only fields and buttons
  • Dashboards summary page enhancements
  • Dashboard management for administrators
  • Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

  • Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

  • Search Audits view deprecation
  • BYOC Cloud TLS X.509 certificate renewal
  • Certificate Authority change for Microsoft Teams integration
  • Release Notes category improvements

View details

July 26, 2023

Contact center

  • Agent evaluation details export generation for multiple agent
  • Workforce management business unit and service goal template impact override settings
  • Increased limits for workforce management dimensions
  • Topic miner Spanish language support

View details

July 5, 2023

Contact center

  • Extended voice transcription services support for additional English dialects and German Switzerland
  • Improved native voice transcription accuracy for specific English dialects
  • Trigger Process Automation from any Evaluation State Change
  • Assign a permission to grant a role to a user by division

Deprecations and announcements

  • Deprecation of legacy Dialog Engine postponement

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

May 24, 2023

Communicate

  • Message Waiting Indicator improvements

Contact Center

  • Improved voice transcription accuracy for English language regions
  • Gamification metrics creation workflow improvements
  • Enhance predictive routing accuracy with participant data
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Integrations

  • Support for JSON format output in trigger notifications
  • Trigger creation support for user activity topic

Deprecations and announcements

  • JourneyCustomer cookie ID from GDPR API subjects response deprecation
  • LiveNow permission change

View details

May 3, 2023

Communicate

  • Support for MDM browser authentication for Communicate for iOS

Contact Center

  • Additional voice transcription accuracy for Arabic
  • Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
  • Automatically reschedule time zone skipped contacts

Platform

  • Identify unused roles and permissions in the Admin UI
  • Display number of interactions routed via non-predictive routing method due to timeout

Deprecations and announcements

  • BYOC Premises—Customer VM Solution deprecation

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 5, 2023

Platform

  • Automatic inactivity timeout improvement
  • Maximum voicemail recording length setting

Contact Center

  • Introducing the Data Actions Performance views
  • Introducing new Topic tab in agent, queue, and flow summary and detail views
  • Extended voice transcription services support for Arabic and Hebrew right to left languages
  • Topics and phrases support for Arabic right to left languages
  • Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
  • Data action in rule conditions for digital campaigns
  • Notification message for conversation disconnect

Deprecations and announcements

  • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

View details

March 29, 2023

Communicate

  • Built-in Genesys Cloud WebRTC diagnostics application improvements

Contact Center

  • External contacts Profile tab updates
  • Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
  • Archive and unarchive learning modules

Integrations

  • Automatic regionalization of endpoints for existing Google Cloud TTS and STT  integrations
  • Custom voices support for the Google Cloud Text-to-Speech integration

Deprecations and announcements

  • Static data actions for web service data actions integration removal

View details

March 15, 2023

Contact Center

  • Topic spotting improvement
  • Extend after call work (ACW) timeout settings to digital channels
  • Agent requested after call work (ACW) option
  • After call work (ACW) analytics for callbacks improvement
  • Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
  • Genesys natural language understanding (NLU) improvements

Integrations

  • Genesys AppFoundry improvements

Deprecations and announcements

  • Static data actions for web service data actions integration
  • Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

View details

February 15, 2023

Contact center

  • Status metrics for multiple queues on Performance Dashboards
  • Support for capitalization and punctuation in native voice transcription for English transcripts
  • Improved sentiment analysis for English
  • Knowledge workbench Dutch language support

Deprecations and announcements

  • CIDR IP address range for cloud media services expansion postponement
  • Canned reports deprecation date updates

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

January 25, 2023

Collaborate

  • Control access to the /giphy chat command

Contact center

  • Callback outcomes metrics
  • Evaluation Assistance
  • Evaluation, survey, and assessment form builder enhancements
  • Additional voice transcription accuracy improvements for Spanish

Platform

  • Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

  • Deprecation of select filters in Analytics API in Predictive Engagement

View details

January 11, 2023

Contact center

  • Specify a default panel for agent interactions
  • Conversation autostart for mobile platforms
  • Extended voice transcription services text decoration support
  • Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
  • Improved voice transcription accuracy for Japanese
  • Historical adherence bulk request

Deprecations and announcements

  • End of Analytics Conversation Detail Endpoint API query interval change allowlist

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

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 12, 2022

Contact center

  • Single customer view powered by identity resolution available in all regions
  • Introducing Genesys Enhanced Text-to-Speech integration
  • Shift trading on iOS and Android devices
  • Secure bot flows in Architect
  • Audit log viewer for action maps
  • Agent Locale Scripter variable for agent’s chosen language
  • Sentiment feedback, content search, and Interactions view icon updates

View details

September 28, 2022

Contact center

  • Cards for bot conversations
  • Carousels for bot conversations
  • Manually assign waiting interactions
  • Routing metrics added to Queue Agent Detail and Agents Queues Detail views
  • Interactions views fax column and filter
  • Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Platform

  • Improved user activity indicators
  • Genesys Cloud subscription name updates

Deprecations

  • API default profile change for gamification metrics postponement

View details

September 21, 2022

Contact center

  • Single customer view powered by identity resolution available in select regions
  • Predictive Engagement outcome value configuration and reporting
  • Extended voice transcription services
  • Agent status widget improvements
  • Web messaging image copy and paste
  • Extend Bot Connecter PostUtterance response timeout

Platform

  • Process automation triggers

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

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