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
- 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
Customer engagement
- Auto-answer functionality for agents in preview campaigns
- Dynamic edge resource utilization for automated outbound dialing
Data, analytics, and reporting
- Improved interval granularity for ad-hoc exports
- Edit and rerun scheduled exports
- Export panel enhancements
Employee productivity
- Genesys Agent Assist summarization Spanish support (preview)
- Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support
Self service and automation
- Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
- Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
- BYOC Cloud TLS X.509 certificates
- Architect data tables user interface updates
Workforce engagement
- Insights visual charting for supervisors
Deprecations
- Deprecation: BYOC Premises Edge Remote Survivability
- Deprecation: Active screen recordings UI
Customer engagement
- Outbound digital campaigns event triggers for post-contact interactions
- Enable and disable email threading
Deprecations and announcements
- Deprecation: Canned reports
- Deprecation: Legacy alerting system
Workforce engagement
- Automated time-off approval for grouped agents
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
Employee productivity
- Genesys Agent Assist knowledge article feedback
- Public APIs for Collaborate chat room management and chat messages
- Remove users from Collaborate chat rooms
Data, analytics, and reporting
- Improved native voice transcription accuracy for Italian
Customer engagement
- Skills-based dialing for Preview and Progressive campaigns
- Configure labels to manage interactions
- Genesys Cloud Voice in Italy
- Refreshed Predictive Engagement user interface
Deprecations and announcements
- Deprecation: Outbound Search Audits view
- Deprecation: Native X (formerly Twitter) third-party direct messaging channel
Data, analytics, and reporting
- Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages
Customer engagement
- Co-browse supports multiple iframes
- Maximum number of calls per agent set at the campaign level
- Genesys Digital Bot Flow support for mobile apps
Customer engagement
- Enhanced pacing control in dialing campaigns
- Co-browse for voice via Messenger
- Deploy Messenger without web messaging
- Messenger JavaScript SDK toaster plugin
- Enhanced external contacts data access control for agents
Data, analytics, and reporting
- Improved native voice transcription accuracy for Spanish
Self service and automation
- Customize knowledge touchpoints for Predictive Engagement customer and journey attributes
Workforce engagement
- APIs to integrate external learning modules
Deprecations and announcements
- Deprecation: Adobe data actions integration removal
- Deprecation: Pointillist Community
