Genesys Cloud - Predictive Engagement tag

List of the Genesys Cloud release notes that include the Predictive Engagement release notes tag.
May 13, 2024

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

View details

March 11, 2024

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

View details

May 10, 2023

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

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

March 22, 2023

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

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

March 1, 2023

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

View details

February 22, 2023

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

View details

February 1, 2023

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

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 18, 2023

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

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

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 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

August 17, 2022

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

View details

August 10, 2022

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

View details

July 13, 2022

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

View details

June 22, 2022

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

View details

June 15, 2022

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

View details

May 11, 2022

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

View details

April 13, 2022

Contact center

  • Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

  • Website visitor count API change

View details

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