Genesys Cloud - routing tag

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

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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

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• 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

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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

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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

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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

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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

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Data, analytics and reporting

• Improved native voice transcription accuracy for specific French dialects
• Improved native voice transcription accuracy for specific Spanish dialects

Open platform

• Ringtone selection for call alerts

Self service and automation

• Centralized import and export for knowledge workbench V2
• Preview knowledge workbench V2 articles
• Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

• Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

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Customer engagement

• Conditional group routing as the timeout routing method for preferred agent routing
• Require the WebRTC Media Helper
• Custom music for agent-initiated hold duration
• End interactions automatically when agents logoff
• Improved media handling for outbound message attachments

Data, analytics, and reporting

• Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
• Introducing the Genesys Cloud Analytics Add-on (A3S)
• Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

• Genesys Cloud for Chrome extension update
• Calling party ID in p-asserted identity SIP header
• Yealink headsets support

Self service and automation

• Additional formatting for knowledge workbench v2 articles
• Test digital bot flows in real time
• Intent health in Architect bot flows and digital bot flows

Workforce engagement

• Quality evaluation scores now available as a gamification metric

Deprecations and announcements

• US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
• Arrow Electronics partnership and end of preconfigured edge appliances program
• Deprecation: CX digital agent workspace (digital desktop only)
• Japanese translation of “idle” inconsistency

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Contact center

• Updated WhatsApp pricing structure
• Copy and share interaction transcripts
• Web messaging inbound custom attribute size limit requests
• SMS short code number in France
• Improved workload balancing in predictive routing

Integrations

• Two score-setting options for ranking waiting interactions

Platform

• PCI DSS recertification
• Genesys Cloud WhatsApp Embedded signup self-service onboarding
• Subscribe to events from the Operational Console

Deprecations and announcements

• Deprecation: Outbound Search Audits view
• Mandatory SMS US and Canada registration

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Contact center

• Architect user interface refresh
• Configure new conditional group routing method
• Touchpoint variations for knowledge workbench articles

Platform

• Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

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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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Contact Center

• Historical adherence and shrinkage view updates for teams
• Route email to multiple destinations
• Improved analytics email data with CC/BCC details

Deprecations and announcements

• Search Audits view deprecation
• Search Audits APIs deprecation

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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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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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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

• 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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