Genesys Cloud - reporting tag

Communicate

• Additional ringtone options for Communicate for iOS and Android

Contact Center

Integrations

• 8×8 integration

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Communicate

• Support for MDM browser authentication for Communicate for iOS

Contact Center

• Additional voice transcription accuracy for Arabic
• Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
• Automatically reschedule time zone skipped contacts

Platform

• Identify unused roles and permissions in the Admin UI
• Display number of interactions routed via non-predictive routing method due to timeout

Deprecations and announcements

• BYOC Premises—Customer VM Solution 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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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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Communicate

• WebHID technology for Jabra headsets
• Telephony administrator user interface updates

Contact center

• Genesys Agent Assist available in Genesys Cloud Embedded Clients
• Import and export knowledge base articles in additional formats
• No input timeout settings in Genesys Digital Bot Flows
• Call digital bot flows from Architect in-queue message flows
• Sentiment data in Agent Queue Detail and Queue Agent Detail views
• Topic spotting improvement
• Japanese programs, topics, and phrases support
• Usability improvements to messaging and email in the Transcript tab
• Genesys Cloud forecasting user interface updates

Deprecations and announcements

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

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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

• 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

• Introducing AudioHook Monitor
• Mandatory US and Canada SMS toll-free number verification
• Retrieve estimated wait times for different media types in Architect flows
• Use random functions in Architect decision actions
• Parity in agent performance views with agent metrics reports
• Export and import forecast in user-selected time zone for workforce management
• Secure pause recordings when not a conversation participant in Conversations API

Platform

• Enable automatic capture of console logs for troubleshooting

Deprecations

• Agent interaction UI collapse/expand control removal

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Communicate

• User to User Information (UUI) enhancement for remote stations
• DTMF support in active calls

Contact center

• Audit trail improvements in Interaction Details view
• Improved agent external contacts experience
• New audio alert for non-voice interactions

Platform

• Genesys Cloud Command Line (CLI) enhancements

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Contact center

• Introducing Architect flow outcome milestones
• View bot flow utterance history
• Enhancements to workforce management forecasts

Deprecations

• Incoming non-voice interaction alert ringtone change
• Reduced data retention period for journey history change

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Communicate

• Configure beep tones for line recording

Contact center

• Email Performance view reports
• Analytics Aggregates Endpoint API for sentiment analysis

Integrations

• Introducing the Microsoft Teams integration

Platform

• Disable Collaborate video

Deprecations

• Limit interaction history for external contacts and organizations to 30 days deprecation
• Default word confidence change in speech and text analytics settings

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Collaborate

• Import people enhancements

Contact center

• Introducing web chat flows in Architect
• Font change for Korean and Japanese language .pdf and .xls reports

Platform

• Release Notes in Genesys Cloud Admin UI
• Genesys Cloud Community Q&A show

Deprecations

• LinkedIn profile import deprecation and removal

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Contact center

• IVR flow performance views
• IVR flow metrics in Analytics API
• Architect flow outcome functionality
• Architect menu move
• Workforce management short-term forecasting enhancement

Deprecations

• Classic agents performance views deprecation
• Agent dashboard deprecation
• Outbound campaign: Detailed attempt history report deprecation

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Contact center

• Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
• Workforce management agent scheduling enhancements
• Run Now option on reports page

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Platform

• Genesys Cloud Embeddable Framework API

Contact center

• Japanese TTS and ASR language support
• Language string variable name in Architect
• View past reports in report history

Integrations

• Introducing the Amazon Lex integration
• Genesys Cloud for Chrome extension

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Platform

• Improved customer onboarding

Contact center

• Assign skills without the Master Admin role
• Web chat appearance enhancement
• Improved XLS formatting for reports

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Communicate

• Alternate NTP providers for premises Edge appliances

Contact center

• Agent Login-Logout Details report
• Calling party number field for queues validation
• Chinese (simplified) TTS and ASR language support

Integrations

• Outbound dialing campaign management in Genesys Cloud for Salesforce

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Platform

• Introducing the AppFoundry

Communicate

• Genesys Cloud Voice in the United Kingdom

Contact center

• Easier media type filtering in Interaction Details report spreadsheets

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Contact center

• Undo or redo unsaved schedule changes
• Log in and log out times in Agent Activity Summary reports

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Platform

• Free seating organization setting

Communicate

• USB-based Edge pairing
• Support for China-specific encryption certificates in Edge pairing process

Contact center

• Enhanced user selection in report editor
• Interactions view enhancements

Integrations

• Genesys Cloud data actions integration

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Contact center

• Secure call flows in Architect
• Architect Exit and Next Loop actions for all call flow types
• Automatic email responses
• Substitutions for canned responses
• Bulk addition of queues to agents
• Callbacks in reports and alerts
• Workforce management schedule administration enhancements
• Workforce management export enhancements

Integrations

• Custom client applications integration
• Web services data actions integration

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Collaborate

• Secure relationships with authorized organizations

Contact center

• Customer typing indicator in chat interactions
• Evaluation form question branching
• Disable unattended reports

Integrations

• Voci V-Spark transcription and speech analytics integration

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