Genesys Cloud - speech and text analytics tag

Account management

• Web surveys in Genesys Cloud EX

Data, analytics, and reporting

• Analytics data masking options
• Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages
• Improved sentiment analysis for French and Spanish languages
• Speech analytics in Genesys Cloud EX
• Agent empathy analysis

Employee productivity

• Agent desktop email user interface enhancements
• Headset call control buttons in embedded clients

Deprecations and announcements

• Deprecation: Legacy historical adherence query route
• Deprecation: Native LINE third-party messaging channel

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Customer engagement

• Outbound WhatsApp message on behalf of a queue
• File attachments via supported content profile

Data, analytics, and reporting

• Edit and rerun scheduled exports
• Export panel enhancements
• Improved native voice transcription accuracy for Spanish dialects

Employee productivity

• Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

• Introducing the Nuance Recognizer as a Service integration
• Improved flow size indicator in Architect
• Introducing the Audio Connector integration

Deprecations and announcements

• Deprecation: Mobile Messenger SDK for React Native apps
• Deprecation: Native X (formerly Twitter) third-party direct messaging channel

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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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Data, analytics, and reporting

• Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages

Customer engagement

• Co-browse supports multiple iframes
• Maximum number of calls per agent set at the campaign level
• Genesys Digital Bot Flow support for mobile apps

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Self service and automation

• Improved utterance confusion resolution in Architect bot flows and digital bot flows

Data, analytics, and reporting

• Improved native voice transcription accuracy for German

Customer engagement

• Specify queue in scheduled callbacks
• Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
• ACD conferences
• Predictive engagement new and replaced operators

Deprecations and announcements

• Scheduled hybrid organization migrations

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Customer engagement

• Web messaging support in MEC1 (UAE) region
• Digital channels participant information update

Self service and automation

• Knowledge portal refreshed article search results

Employee productivity

• Submit feedback in Genesys Tempo

Data, analytics, and reporting

• Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
• Notification API voice transcription number normalcy for English languages
• Improved native voice transcription accuracy for French languages
• Improved sentiment analysis for English languages

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Customer engagement

• Enhanced pacing control in dialing campaigns
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Enhanced external contacts data access control for agents

Data, analytics, and reporting

• Improved native voice transcription accuracy for Spanish

Self service and automation

• Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

• APIs to integrate external learning modules

Deprecations and announcements

• Deprecation: Adobe data actions integration removal
• Deprecation: Pointillist Community

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Account management

• API for platform limit event alert

Customer engagement

• Message routing admin page user interface enhancements
• Improved on-demand Messenger launcher visibility
• Active Total Callback column in Performance views
• WhatsApp monthly recurring charge removal

Data, analytics and reporting

• Improved native voice transcription accuracy for Dutch
• Topic miner queue selection increase

Resource center

• Genesys Cloud release notes enhancements

Self service and automation

• Export utterance history data from Architect bot flows and digital bot flows
• Intent miner Portuguese language support

Deprecations and announcements

• Deprecation: Legacy historical adherence query route

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Data analytics and reporting

• Improved native voice transcription accuracy for Japanese

Employee productivity

• Enhancement of inactivity timeout in embedded clients

Open platform

• Osaka, UAE, and Zurich region deployments

Workforce engagement

• Suppress recording when a call is on hold

Deprecations and announcements

• Deprecation: Legacy ACD web chat
• Deprecation: Google Agent Assist for Genesys Cloud
• Deprecation: Legacy co-browse and screenshare

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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

• Improved call analysis response performance
• Bring Your Own (BYO) SMS in Genesys Cloud

Data, analytics, and reporting

• Out-Of-The-Box (OOTB) process updates
• Manually add words to the dictionary backend

Self service and automation

• Knowledge optimizer unanswered queries improvements

Deprecations and announcements

• Legacy alerting system deprecation postponement

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