Genesys Cloud - routing tag

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

  • 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

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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

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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

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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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