Genesys Cloud - outbound campaigns and dialer tag

List of the Genesys Cloud release notes that include the outbound campaigns and dialer release notes tag.

Employee productivity

Multi contextual panels
Call history enhancements for group calls

Customer engagement

Support for mobile push notifications for unread message alerts
Assign segments to external contacts for up to 30 Days
Append outbound campaign performance statistics to the Campaign Performance view
Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

Interaction category creation support for Korean and Japanese languages
Programs, topics, and phrases support for Korean and Japanese languages

Open platform

Unified Experience ServiceNow ITSM support
Configure alerts for Operational Console events

Workforce engagement

Schedule coaching and learning sessions with greater flexibility

Employee productivity

Multi contextual panels
Segment filtering suppression on knowledge articles for Agent Copilot
Improved Collaborate chat read and unread message sync

Customer engagement

Increased DTMF input limit in Architect flows
Outbound division-aware campaign schedules
WhatsApp outbound campaigns pre- and post-contact triggers
Outbound power and predictive campaigns sort by priority in skills-based dialing

Data, analytics, and reporting

Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

Workforce management shift trades external activities support

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
Enable focus mode for agent apps
Improved Collaborate chat read and unread message sync
Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian

Customer engagement

Access and promote external contacts directly in Architect
Internal article linking within the knowledge base

Data, analytics, and reporting

Search transcript content up to 90 days back
Improved native voice transcription readability for Portuguese
Exclude existing topics and phrases from topic mining
Manage expiring and expired exports in the scheduled exports view

Self service and automation

Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

Set limits on shift types and weekend work in schedules
Increased number of AI-scored questions allowed in evaluation forms

Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

Multi contextual panels
Customizable summaries in AI Studio

Account management

Enhanced groups profile configuration

Customer engagement

Sort contacts by priority in skills-based dialing for progressive campaigns
Sort contacts by priority for skills-based dialing in Preview campaigns
Workitems List View filter enhancements
Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

Improved readability of native voice transcription in Spanish language transcripts
Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

New Genesys Cloud Voice phone number inventory report
Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Genesys Cloud Virtual Agent language support for Italian
Introducing Guides in AI Studio
Introducing AI Studio

Workforce engagement

Workforce management capacity planning

Deprecations

Deprecation: Mobile Messenger SDK localization files storage
Deprecation: BYOC Premises Edge Remote Survivability

Employee productivity

Multi contextual panels
Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

Mobile Messenger SDK content profile support
Time-based conditions in call rule sets
Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance

Data, analytics, and reporting

Program and Detected Category filters and columns in Content Search view

Open platform

Script selection from in the Workitem Panel in Panel Manager
CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

Deprecation: ACD Web Chat 2.0 (Rest API)
Deprecation: Agent Assist AI Experience tokens provisioning
Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Employee productivity

Multi contextual panels
New email send permissions control

Customer engagement

Sort by priority in skills-based dialing for Preview campaigns
Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

Group Ring column and filter in Interaction views

Open platform

Wrap-up code integration between Genesys Cloud and ServiceNow
On Demand log capture for agents

Workforce engagement

Export agent summary data as PDF or CSV

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Allow participants to clear web messaging conversations
Architect inbound email flow AI intent and entity detection
Web messaging French Canada, Greek, and Hindi support
Outbound dialing campaign health indicator

Employee productivity

Multi contextual panels

Data, analytics, and reporting

Improved voice offered metrics for customer first callbacks

Workforce engagement

Updated Genesys Cloud built-in learning modules
Improved workforce management deferred workload prediction algorithm

Deprecations

Deprecation: Mobile Messenger SDK localization files storage
Deprecation: Workforce management historical data delete job API endpoints

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Configure max calls per agent with decimal precision
Recurring outbound campaign schedules
Script support for workitems

Account management

Customize inactivity timeout settings

Data, analytics, and reporting

Topic miner Swiss German language support
Improved attribute lists view for Journey Management events
Configure performance dashboard widgets with work team and reports-to filters
Filter customer journey data using numbers

Employee productivity

Enhanced email input fields

Self service and automation

Portuguese language support in Architect

Workforce engagement

Workforce management historical data import improvement
Assign coaching without workforce management scheduling
Workforce management activity codes for coaching and learning

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
External contacts profile panel refresh
Interactive WhatsApp templates with images and dynamic call-to-action buttons
Automatic time zone mapping support for Genesys Cloud and Salesforce Integration

Account management

Login banner added to Genesys Cloud login screen

Workforce engagement

Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

Deprecation: Legacy ACD web chat (version 1)
Deprecation: Legacy co-browse and screenshare

Data, analytics, and reporting

Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Customer engagement

Skills-based dialing in power and predictive outbound campaigns
Work Automation performance views enhancements
Granular campaign control permissions
Interaction routing based on predictive scores

Self service and automation

Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Flexible text-to-speech (TTS) engine selection in Architect flows

Customer engagement

SMS UK long code purchase requirement
Expanded campaign rule actions for enhanced automation
Enhanced dynamic filtering for real-time adjustments in campaigns
Reconnect and reply to closed email
Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

Enhanced dictionary management

Employee productivity

Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
Enhanced privacy controls for ad hoc recordings

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

Enhanced employee recognition for improved engagement

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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.