List of the Genesys Cloud release notes that include the real-time adherence management release notes tag.
October 18, 2023
Account management
- Division-aware configuration objects default to all divisions
- Assign divisions to secondary statuses
- User settings page displays the last login date and time
Customer engagement
- GCV outbound fraud protection
Data, analytics and reporting
- New speech and text analytics permissions
- Agent empathy analysis API for English transcripts
- New analytics dashboard metrics
- Messenger co-browse toolbar improvements
- Remove agents who deselect their phone from the queue
Employee productivity
- Agent target selection interface and workflow improvements
Workforce engagement
- Assign division specific secondary status codes for agents
September 13, 2023
Customer engagement
- Open messaging typing indicators
Data, analytics, and reporting
- Introducing the Genesys Cloud Analytics Add-on (A3S)
Open platform
- Architect workflow trigger automation
- Introducing Genesys Cloud CX Accelerators
Self service and automation
- Support center name change
- Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
- Introducing the Architect Optimizations dashboard
- Architect flow outcomes and milestones user interface updates
Workforce engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations and announcements
June 14, 2023
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
