Genesys Cloud - speech and text analytics tag

List of the Genesys Cloud release notes that include the speech and text analytics release notes tag.
September 1, 2025

Customer engagement

  • Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

  • Category aggregate data in analytics metrics
  • Trigger process automation based on topics, sentiment, or empathy

Employee productivity

  • Links to Genesys Cloud group chat room video sessions

Workforce engagement

  • Configure GCBA with Microsoft Edge native messaging

Deprecations

  • Deprecation: agent assistance

View details

August 25, 2025

Employee productivity

  • Multi contextual panels
  • Call history enhancements for group calls

Customer engagement

  • Support for mobile push notifications for unread message alerts
  • Assign segments to external contacts for up to 30 Days
  • Append outbound campaign performance statistics to the Campaign Performance view
  • Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
  • Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

  • Interaction category creation support for Korean and Japanese languages
  • Programs, topics, and phrases support for Korean and Japanese languages

Open platform

  • Unified Experience ServiceNow ITSM support
  • Configure alerts for Operational Console events

Workforce engagement

  • Schedule coaching and learning sessions with greater flexibility

View details

August 18, 2025

Employee productivity

  • Multi contextual panels
  • Segment filtering suppression on knowledge articles for Agent Copilot
  • Improved Collaborate chat read and unread message sync

Customer engagement

  • Increased DTMF input limit in Architect flows
  • Outbound division-aware campaign schedules
  • WhatsApp outbound campaigns pre- and post-contact triggers
  • Outbound power and predictive campaigns sort by priority in skills-based dialing 

Data, analytics, and reporting

  • Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

  • Workforce management shift trades external activities support

View details

August 4, 2025

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

View details

July 28, 2025

Employee productivity

  • Multi contextual panels
  • Enable focus mode for agent apps
  • Improved Collaborate chat read and unread message sync
  • Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

  • Access and promote external contacts directly in Architect
  • Internal article linking within the knowledge base

Data, analytics, and reporting

  • Search transcript content up to 90 days back
  • Improved native voice transcription readability for Portuguese
  • Exclude existing topics and phrases from topic mining
  • Manage expiring and expired exports in the scheduled exports view

Self service and automation

  • Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

  • Set limits on shift types and weekend work in schedules
  • Increased number of AI-scored questions allowed in evaluation forms

View details

June 23, 2025

Employee productivity

  • Multi contextual panels
  • Fax interface update

Customer engagement

  • Architect digital bot flow time picker support
  • Genesys Cloud Social support for Instagram
  • Web Messenger support for time slot picker
  • Retention of library selection in the Canned Responses Admin page
  • Updated pricing for social direct messages, SMS, and agentless outbound email
  • Enhanced email administration user interface

Data, analytics, and reporting

  • AI Insights at a glance
  • New digital response time and engagement metrics

Workforce engagement

  • Evaluate up to 50 interactions per agent daily with AI Scoring
  • Multiple answer selection in evaluation form questions

Deprecations

  • Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
  • Deprecation: Workforce management historical data delete job API endpoints

View details

June 16, 2025

Employee productivity

  • Multi contextual panels
  • Agent Copilot summary API metrics and edited summaries

Customer engagement

  • Configurable X integration sizes and new entry size
  • Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

  • Enhanced Performance dashboards with real-time agent status counts by work team
  • AI insights about reasons for customer sentiment

View details

May 26, 2025

Employee productivity

  • Multi contextual panels
  • Configure chat message editing time limits

Customer engagement

  • Genesys Cloud Open Messaging supports custom social network connectors
  • Character counter in canned responses editor

Data, analytics, and reporting

  • View phrase usage in Topic Editor

Self service and automation

  • Introducing the Webhook for Events integration

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning

View details

May 19, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Quick replies, cards, and carousels for open messaging

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Track and manage billing for Supervisor Copilot AI features
  • Improved event list organization for enhanced journey building
  • Event card editing and visualization in journey canvas

Open platform

  • Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

  • Enhanced recognition failure handling in Architect digital bot flows
  • BYOC Cloud TLS X.509 certificates

Workforce engagement

  • Shift trades across weeks within schedule to improve agent flexibility
  • Find Agent Search field in gamification profiles

View details

April 7, 2025

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

View details

March 31, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Introducing outbound WhatsApp campaigns support

Employee productivity

  • Multi contextual panels
  • Conversation details for agents
  • Prevent agents from staying on queue without a selected station

Account management

  • Attribute-based access control

Data, analytics, and reporting

  • View average sentiment score across performance views
  • Retrieve Estimated Wait Time (EWT) by label
  • Analytics agent activity API filter and sort agents based on conversation activity
  • Agent Timeline Detail view

Open platform

  • Sync external email interaction data in Genesys Cloud EX
  • Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Workforce engagement

  • Add or remove individuals from automatic development and feedback modules assignment
  • Gamification Contests

Self service and automation

  • Query jobs API typeId as a primary filter and increased filter limits

Deprecations

  • Deprecation: Amazon Lex V1 bot integration

View details

March 24, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Non-default content profile support for SMS

Employee productivity

  • Multi contextual panels
  • Improved accessibility in Tempo
  • View possible shifts in the Genesys Tempo mobile app
  • Notes panel improvements
  • Wrap Up panel usability improvements 

Account management

  • Introducing the Genesys Cloud CX 4 license

Data, analytics, and reporting

  • On demand voice and digital transcript translation
  • AI-generated interaction transcript summaries
  • English voice transcript sensitive data masking improvements

Open platform

  • Script support in the CX Cloud from Genesys and Salesforce integration

Workforce engagement

  • AI scoring in evaluation forms
  • Daily value configuration in service goal templates

Deprecation

  • Deprecation: BYOC Cloud TLS Ciphers:

View details

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