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

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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

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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

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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

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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

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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

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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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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

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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

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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

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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

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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

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