Genesys Cloud - speech and text analytics tag

List of the Genesys Cloud release notes that include the speech and text analytics release notes tag.
April 1, 2024

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

View details

March 11, 2024

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

View details

March 4, 2024

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

View details

February 28, 2024

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

View details

February 21, 2024

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

View details

February 14, 2024

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

View details

February 7, 2024

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

View details

January 24, 2024

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

View details

November 1, 2023

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

View details

October 18, 2023

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

View details

October 4, 2023

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

View details

September 27, 2023

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

View details

August 30, 2023

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

View details

August 23, 2023

Data, analytics, and reporting

  • Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
  • Real-time agent filtering and agent updates

Self service and automation

  • Nuance Mix integration support in Canada
  • JSON variables and states in Architect bot flows and digital bot flows

View details

August 16, 2023

Contact center

  • Additional voice transcription accuracy improvements for Japanese
  • Sensitive Data Masking for voice interactions
  • Additional CX 1 Digital Add-On II capabilities
  • Co-browse for web messaging read-only fields and buttons
  • Dashboards summary page enhancements
  • Dashboard management for administrators
  • Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

  • Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

  • Search Audits view deprecation
  • BYOC Cloud TLS X.509 certificate renewal
  • Certificate Authority change for Microsoft Teams integration
  • Release Notes category improvements

View details

August 02, 2023

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

View details

May 24, 2023

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

View details

May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8×8 integration

    View details