Genesys Cloud - Predictive Engagement tag

Customer engagement

• View and edit imported data via the user interface in the Contact List editor
• Dynamic outcome targeting in Predictive Engagement action maps

Self service and automation

• Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

Deprecation

• Deprecation: Adobe data actions integration removal

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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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Contact Center

• Historical adherence and shrinkage view updates for teams
• Route email to multiple destinations
• Improved analytics email data with CC/BCC details

Deprecations and announcements

• Search Audits view deprecation
• Search Audits APIs deprecation

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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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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

• 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

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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

• Participant names and avatars in Genesys Messenger
• Sentiment data in Topic Trends views

Platform

• Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

• Windows 8 and 8.1 support for the desktop app deprecation
• Identify Journey SDK method in Predictive Engagement deprecation
• API endpoint change for local key settings in recording service

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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

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Collaborate

• Video setting improvements

Contact center

• Introducing the Genesys Cloud EX license
• Online Agents count metric and Owned by Me filter for Performance Dashboards
• Multiple media type filter support in views and exports

Deprecations and announcements

• Identify Journey SDK method in Predictive Engagement deprecation
• OS Family attribute in Predictive Engagement
• CIDR IP address range for cloud media services expansion

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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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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

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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

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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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Contact center

• List variables for agent script designers
• Web messaging typing indicators setting

Deprecations

• Windows 7 support for the desktop app deprecation
• Website visitor count API change

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Contact center

• Copy a development and feedback module
• Genesys Beyond module enhancements
• Configure setting to reduce latency of transcripts sent through Notifications API
• Messenger Transport Mobile SDK
• Use self-managed AWS Key Management Service for conversation data encryption

Platform

• South America (São Paulo) region deployment

Deprecations

• Microsoft Edge Legacy browser support deprecation
• Website visitor count API change

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Collaborate

• Genesys Cloud video chat setting improvements

Communicate

• Introducing BYOC Premises Customer Hardware Solution
• Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

• Topic trends summary and detail views
• Agent ACD skills and language proficiency routing improvement
• Improved default program list in speech and text analytics settings
• Japanese voice transcription support

Deprecations

• Website visitor count API change

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Contact center

• Reset and reassign development and feedback modules
• Interaction evaluation form version tracking
• Blocked offer views for Predictive Engagement journey action maps
• Rich text formatting in bot messages
• Interactions UI improvement
• Intent miner Spanish language support
• Web chat widget support for Google Fonts

Deprecations

• Canned reports deprecation
• API default profile change for gamification metrics

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Contact center

• Improved wait time for call recording download and playback
• Prioritize order of performance and development information in Agent activity view
• Amazon Lex integration in Asia Pacific (Tokyo) AWS region

Deprecations

• Bridge integrations deprecation
• Website visitor count API change

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Communicate

• Introducing hybrid telephony connections

Contact center

• Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
• Recycle a digital campaign
• Enhanced customer journey view for Predictive Engagement administrators
• Shrinkage Reporting API for workforce management
• Ability to provide feedback to sentiment analysis in French dialects
• Dutch programs, topics, and phrases support

Integrations

• Amazon EventBridge topic for wrap-up codes
• Amazon EventBridge topics for external contacts and after call work events

Platform

• Updated icons in the Genesys Cloud UI

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Contact center

• Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

• Website visitor count API change

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