Communicate

• Message Waiting Indicator improvements

Contact Center

• Improved voice transcription accuracy for English language regions
• Gamification metrics creation workflow improvements
• Enhance predictive routing accuracy with participant data
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Integrations

• Support for JSON format output in trigger notifications
• Trigger creation support for user activity topic

Deprecations and announcements

• JourneyCustomer cookie ID from GDPR API subjects response deprecation
• LiveNow permission change

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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

• Authenticated web messaging
• ”Bring your own keys” for recording encryption
• SSML support for language capabilities in Genesys Dialog Engine Bot Flows
• Toll-free number and long code support in NANP for outbound SMS campaigns
• Map secondary presence statuses to workforce management activity codes
• Workforce management view adherence permission

Deprecations

• Workforce management adherence permission change

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Communicate

• Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

Contact center

• Inline images in canned responses
• Ability to disable call analysis and answering machine detection
• Email, message, and chat transcript enhancements
• Configure workforce management activities as interruptible for coaching

Deprecations

• Workforce management adherence permission change

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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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Contact center

• Introducing Architect built-in voicemail flow
• Flow milestone views and flow outcomes and performance view updates
• Scheduled Callbacks view improvements
• Expanded workforce management audit log details
• View the creation date and time of a schedule or forecast
• Inspirational quotes replacement

Integrations

• Maximum instances per organization for Amazon EventBridge integration

Deprecations

• Horizontal script panel in agent interaction UI removal
• Workforce management adherence permission change

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Contact center

• Access control enhancement for call recording segments

Deprecations

• Workforce management adherence permission change

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Contact center

• Voice interaction coaching and monitoring
• Data actions as a voice campaign pre-call or post-call rule action
• Automatic bot responses
• Assign flow outcome within divisions
• Sentiment score metric added to Transcripts Aggregate API
• Polish voice transcription support

Deprecations

• Workforce management adherence permission change
• API endpoint change for supported topic spotting dialects

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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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Contact center

• Global barge-in configuration in Genesys Dialog Engine Bot Flows
• Alerting column in Performance Dashboards and Queue Activity views

Platform

• Automatically backfill roles with new permissions
• Genesys Customer Care pairing

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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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Contact center

• Introducing Architect workflows and Architect flow actions for Predictive Engagement
• Salesforce lead creation and campaign association with Predictive Engagement
• Add digital channels to subscriptions
• Reset an agent’s routing score after presence changes
• Scheduled Callbacks view permissions change

Deprecations

• ACD routing permissions change

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Contact center

• Log an agent out of Genesys Cloud from agent views
• Disassociate an agent from a station
• Web chat widget support for accessibility
• Use * and # as terminating characters in Architect call flows
• New fonts and font sizes in ACD email

Platform

• Disable Collaborate chat
• Premium application purchase enhancements

Deprecations

• TLS 1.0 protocol deprecation removal
• ACD routing permissions change postponement

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Contact center

• Amazon Lex integration in Asia Pacific (Sydney) AWS region

Platform

• Go SDK

Deprecations

• ACD routing permissions change postponement
• WFM forecasting After Call Work and Average Talk Time deprecation postponement

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Contact center

• Performance dashboards improvements
• Performance dashboards public option
• Filter for users by group in agents summary views
• Export view selected columns and order
• Configure utilization settings per agent or by organization

Deprecations

• Contact center view in Performance menu deprecation

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Contact center

• Short code support for SMS messages

Platform

• New monitoring metric in Analytics API

Deprecations

• ACD routing permissions change
• WFM forecasting After Call Work and Average Talk Time deprecation
• TLS 1.0 protocol for data actions deprecation
• iOS Supervisor chat deprecation removal

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Platform

• Introducing Features coming soon

Contact center

• Advanced workforce management short-term forecasting techniques
• Granular permission set in Architect
• Access Architect from the Routing menu
• Wrap-up Notes column in Interactions view and Agents Interactions Detail view
• Danish language support

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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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Platform

• Client App SDK

Contact center

• Products, roles, and permissions list enhancement

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Communicate

• Introducing BYOC (Bring Your Own Carrier)

Contact center

• Collapse and expand actions in Architect
• Transfer calls to queue permission
• Omnichannel interaction history for external contacts licensing

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Collaborate

• License assignment enhancement

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Genesys Cloud Platform

• Help panel

Engage

• Queue activation permission
• Custom interaction details for web chats
• Agent alias for web chats

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Collaborate

• Bulk role assignment tool

Integrations

• Multi-region support for Genesys Cloud for Salesforce
• Multi-region support for Genesys Cloud for Zendesk

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