Genesys Cloud - routing tag

List of the Genesys Cloud release notes that include the routing release notes tag.

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

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

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

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

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

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

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

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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Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.