Genesys Cloud - quality management tag

Customer engagement

• Search domain names and email addresses
• Inbound call handling site for BYOC Cloud trunks
• Supported file attachments update in third-party messaging

Data, analytics, and reporting

• Configure rules for any user in a work team

Self service and automation

• Cards and carousels for digital bot conversations
• Expanded knowledge portal availability

Workforce engagement

• WEM activity widget for Genesys Cloud for Embedded Framework
• Architect workflow automated notifications

Deprecations and announcements

• Deprecation: Active Screen Recordings UI

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Communicate

• Polycom Zero Touch Provisioning
• Specify a Canadian address as a remote emergency address

Contact center

• Collaborate chat quick access for recent chat messages
• Real-time Interactions data export

Integrations

• Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

• Suppress call recordings during IVR flow and in-queue segments

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Contact center

• Extended voice transcription services support for additional English dialects and German Switzerland
• Improved native voice transcription accuracy for specific English dialects
• Trigger Process Automation from any Evaluation State Change
• Assign a permission to grant a role to a user by division

Deprecations and announcements

• Deprecation of legacy Dialog Engine postponement

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Contact center

• Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

• Deprecation: CX digital agent workspace

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Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Drill down to dashboard performance views
• Real time alerting based on agent’s after call work duration
• Improved dashboard create and edit options
• Show or hide top viewed articles in Support Center
• Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

• Resource Center improvements
• Telephony Extensions now support Divisions

Deprecations and announcements

• Legacy alerting system deprecation
• External Contact directory pages external organization logo removal

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Collaborate

• Support for MDM browser authentication for Collaborate for iOS

Contact center

• Workforce management time-off requests user interface improvements
• Improvements to playback screen recordings
• Workforce management and HR Integration System (HRIS) integration
• Modify the default whisper tone in Architect
• Real-time alerting for waiting interactions
• Introducing improved alerting

Integrations

• Client information in the embedded clients interaction window

Deprecations and announcements

• Journey customer service deprecation

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Contact Center

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

• Knowledge workbench V1 deprecation
• Genesys Dialog Engine deprecation postponement
• Mandatory US and Canada SMS/MMS registration

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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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Platform

• Automatic inactivity timeout improvement
• Maximum voicemail recording length setting

Contact Center

• Introducing the Data Actions Performance views
• Introducing new Topic tab in agent, queue, and flow summary and detail views
• Extended voice transcription services support for Arabic and Hebrew right to left languages
• Topics and phrases support for Arabic right to left languages
• Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
• Data action in rule conditions for digital campaigns
• Notification message for conversation disconnect

Deprecations and announcements

• Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

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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

• 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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Communicate

• Ringtone options for web and desktop apps

Contact center

• Predictive routing queue impact report
• Limited details for interactions older than 1.5 years available in all regions
• Auto search for callbacks and outbound campaign calls in the Profile panel
• Offset parameter added in recording bulk job API
• Do Not Contact list endpoints for record removal
• Genesys Messenger support for Hebrew
• Tempo icon in Genesys Cloud
• Workforce management time-off plan accessibility improvements
• Knowledge workbench V2 accessibility improvements

Deprecations and announcements

• Microsoft Edge Legacy browser support deprecation

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Contact center

• Introducing topic mining
• Historical shrinkage data
• Filter by topic dialect
• Work plan information in agent schedule views
• Messenger headless support
• Increased email size limit for custom AWS integrations
• Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
• Microsoft Azure Cognitive Services TTS in Architect secure flows
• Email configuration UI updates

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Communicate

• Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

• Genesys Agent Assist in agent workspaces
• Delayed arrival notifications to supervisors in Genesys Tempo™
• Coaching appointment configuration improvement
• Improved voice transcription accuracy for Spanish
• Limited details for interactions older than 1.5 years available in select regions

Platform

• IP addresses for data actions integrations automatically allowed

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Communicate

• Genesys Cloud WebRTC diagnostics app improvements

Contact center

• Genesys Digital Bot Flows
• SMS message delivery status
• Reset agent personal bests in gamification
• Genesys Dialog Engine Bot Flows support for Portuguese
• Improved voice transcription accuracy for Dutch

Integrations

• Cross-region export option for AWS S3 recording bulk actions integration

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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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Contact center

• Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

• Website visitor count API change

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Contact center

• Predictive routing for email interactions
• Predictive routing for message interactions
• Coaching UI improvements
• Coaching and learning by division access
• Architect Flush Audio action
• Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
• Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

• The Developer Center has a new look
• Introducing Developer Center Notifications Monitor

Deprecations

• Deprecation of workforce management time off requests for non-consecutive days

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Contact center

• Introducing Architect in-queue flow support for digital flows
• Architect data table permission enhancements
• Customize inbound message flow based on action map
• Assign to me option for quality management evaluation assignment
• Portugal Portuguese voice transcription support
• Portugal Portuguese programs, topics, and phrases support

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Collaborate

• Collaborate chat improvement

Communicate

• Customize caller ID information with prioritized caller selection

Contact center

• Create workforce management schedules without a forecast
• Workforce management schedule validation error severity enhancement
• Simplified recording and quality policy configuration
• Evaluation summary in agent activity view

Integrations

• Automatic log out of single sign-on provider

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Contact center

• Time-off enhancements for workforce management
• Ensemble model and Theta method for workforce management automatic best method forecasting
• Additional columns and filter in Queues Performance views
• Additional recording and evaluation filters and columns in Interactions view
• Development Aggregate API for development and feedback modules
• Additional French sentiment analysis support
• Screen recording download permission

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Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Acoustic analysis information for voice interactions in the Details tab
• Ability to provide feedback to sentiment analysis
• Audience size estimator for action maps in Predictive Engagement

Deprecations

• Max Calls replacement for BYOC Cloud trunks
• Collaborate call functionality on mobile devices deprecation postponement

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