Genesys Cloud - routing tag
List of the Genesys Cloud release notes that include the routing release notes tag.
Employee productivity
- Multi contextual panels
- Customizable summaries in AI Studio
Customer engagement
- WhatsApp outbound campaign schedules
- Profile panel support for workitems
- Conditional group activation based on real-time metrics
Data, analytics, and reporting
- Improved native voice transcription for English
Open platform
- CX Cloud from Genesys and Salesforce support for agent initiated after call work
- Microsoft Dynamics 365 data actions integration new credential type
Self service and automation
- Enhanced knowledge suggestions in Genesys Agent Copilot
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification
- Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions
Employee productivity
- Multi contextual panels
- Customizable summaries in AI Studio
Account management
- Enhanced groups profile configuration
Customer engagement
- Sort contacts by priority in skills-based dialing for progressive campaigns
- Sort contacts by priority for skills-based dialing in Preview campaigns
- Workitems List View filter enhancements
- Enable or disable Last Agent Routing for digital conversations
Data, analytics, and reporting
- Improved readability of native voice transcription in Spanish language transcripts
- Unified and scalable Genesys Cloud CX conversation data extraction
Open platform
- New Genesys Cloud Voice phone number inventory report
- Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type
Self service and automation
- Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
- Genesys Cloud Virtual Agent language support for Italian
- Introducing Guides in AI Studio
- Introducing AI Studio
Workforce engagement
- Workforce management capacity planning
Deprecations
- Deprecation: Mobile Messenger SDK localization files storage
- Deprecation: BYOC Premises Edge Remote Survivability
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Next Contact Avoidance (NCA) in predictive routing
Employee productivity
- Multi contextual panels
- Agent Copilot configuration experience improvements
Account management
- Division assignment for external contacts and external organizations
Data, analytics, and reporting
- Save static interaction lists in Content Search
- Dedicated API endpoints for schema metadata retrieval
Open platform
- Phone book support in the Omni-Channel widget for CX Cloud
- Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
- Configurable timeout for data actions
Workforce engagement
- Enable audio selection with screen recordings in playback
Data, analytics, and reporting
- Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support
Customer engagement
- Skills-based dialing in power and predictive outbound campaigns
- Work Automation performance views enhancements
- Granular campaign control permissions
- Interaction routing based on predictive scores
Self service and automation
- Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
- Flexible text-to-speech (TTS) engine selection in Architect flows
Customer engagement
- Introducing the Queue routing performance view
- Generic SIP station support in cloud media
- Web tracking API public endpoint
Data, analytics, and reporting
- Improved native voice transcription accuracy for Arabic dialects
Deprecations
- Deprecation: Supervisor for iPad app
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Customer engagement
- Introducing Work Automation
Data, analytics, and reporting
- Topic miner German, Italian, and Portuguese language support
Employee productivity
- Introducing direct routing to dedicated users
- Introducing Genesys Agent Copilot
Open platform
- Dynamic documentation and trigger enablement for the Operational Console
Workforce engagement
- Manage time-off details in the workforce management Time-off Limits view
- Trade alternative shifts for enhanced workforce management shift management
Deprecations
- Deprecation: Mobile Messenger SDK for React Native apps
Platform
- Japanese translation of the Export report
- Improved Genesys Cloud announcements
Customer engagement
- Canned Responses user interface enhancements
Data, analytics, and reporting
- Introducing Architect Journey Flows for bot and digital bot flows
- Analytics API enhanced capabilities
- Real time alerts for out of adherence status
- Analytics views column picker improvements
Workforce engagement
- Manage Active Screen Recordings
Account management
- Operational console to monitor and view operational events
Data, analytics, and reporting
- Improved native voice transcription accuracy for Portuguese dialects
Customer engagement
- Enhanced search capability within skill expression groups
Workforce engagement
- Leaderboard view disabled for organizations with disabled gamification
- Change forecast associated with a schedule
- Recording bulk action API improvement for aged recording management
Deprecations and announcements
- Deprecation postponement: Legacy alerting system
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
Employee productivity
- Genesys Agent Assist on the CX platform for voice
Self service and automation
- Category and subcategory navigation in the knowledge portal
Deprecations and announcements
- CIDR IP address range for cloud media services expansion
- Native LINE third-party messaging channel deprecation
- Mandatory SMS Registration Deadline: Toll Free Numbers
