Genesys Cloud - speech and text analytics tag

Contact center

• Status metrics for multiple queues on Performance Dashboards
• Support for capitalization and punctuation in native voice transcription for English transcripts
• Improved sentiment analysis for English
• Knowledge workbench Dutch language support

Deprecations and announcements

• CIDR IP address range for cloud media services expansion postponement
• Canned reports deprecation date updates

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Contact center

• Automatic knowledge surfacing with Genesys Agent Assist
• Cards and carousels in the CX digital agent workspace
• Images and email addresses as hyperlinks in knowledge base articles
• Jump to reusable tasks in Genesys Dialog Engine Bot Flows
• Encrypt and decrypt data in Architect flows
• Mine topics from messaging transcripts
• Intent miner German language support

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Contact center

• Participant names and avatars in Genesys Messenger
• Sentiment data in Topic Trends views

Platform

• Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

• Windows 8 and 8.1 support for the desktop app deprecation
• Identify Journey SDK method in Predictive Engagement deprecation
• API endpoint change for local key settings in recording service

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Contact center

• Specify a default panel for agent interactions
• Conversation autostart for mobile platforms
• Extended voice transcription services text decoration support
• Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
• Improved voice transcription accuracy for Japanese
• Historical adherence bulk request

Deprecations and announcements

• End of Analytics Conversation Detail Endpoint API query interval change allowlist

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Contact center

• Co-browse for web messaging
• Automatic email signatures in canned responses
• Enhanced canned responses editor options
• Rich media in knowledge base articles
• Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

• Introducing the Google Cloud Speech-to-Text (STT) integration
• Microsoft Teams integration enhancements

Platform

• Single sign-on configuration enhancements

Deprecations and announcements

• OS Family attribute in Predictive Engagement
• Windows 7 support for the desktop app deprecation
• Canned reports deprecation date updates
• CIDR IP address range for cloud media services expansion postponement

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Communicate

• WebHID technology for Jabra headsets
• Telephony administrator user interface updates

Contact center

• Genesys Agent Assist available in Genesys Cloud Embedded Clients
• Import and export knowledge base articles in additional formats
• No input timeout settings in Genesys Digital Bot Flows
• Call digital bot flows from Architect in-queue message flows
• Sentiment data in Agent Queue Detail and Queue Agent Detail views
• Topic spotting improvement
• Japanese programs, topics, and phrases support
• Usability improvements to messaging and email in the Transcript tab
• Genesys Cloud forecasting user interface updates

Deprecations and announcements

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

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Contact center

• Introducing topic mining
• Historical shrinkage data
• Filter by topic dialect
• Work plan information in agent schedule views
• Messenger headless support
• Increased email size limit for custom AWS integrations
• Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
• Microsoft Azure Cognitive Services TTS in Architect secure flows
• Email configuration UI updates

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Communicate

• Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

• Genesys Agent Assist in agent workspaces
• Delayed arrival notifications to supervisors in Genesys Tempo™
• Coaching appointment configuration improvement
• Improved voice transcription accuracy for Spanish
• Limited details for interactions older than 1.5 years available in select regions

Platform

• IP addresses for data actions integrations automatically allowed

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Contact center

• 988 Suicide Hotline number plan available for all organizations
• Analyze feedback from the knowledge optimizer
• Google Cloud Dialogflow CX Resell integration in Architect secure flows
• Genesys Tempo™ employee access settings

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Communicate

• International number plans as outbound routes changes

Contact center

• Introducing Genesys Cloud digital licenses
• Agentless email notifications
• Outbound email campaigns
• Delivery status receipts for outbound email campaigns
• Manage time zones for outbound email campaigns
• Increased email size limit for custom SMTP integrations
• New filters and columns in Content Search view
• AudioHook billing for active use only
• Cumulative uploads of external metrics for performance scorecards

Deprecations and announcements

• API endpoint change for local key settings in recording service
• CIDR IP address range for cloud media services expansion

View details

Contact center

• Analyze feedback from the knowledge workbench
• Hyperlinks in knowledge base articles
• Typing indicators available for Messenger Transport Mobile SDK
• Arabic voice transcription support

Deprecations

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

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Contact center

• Single customer view powered by identity resolution available in all regions
• Introducing Genesys Enhanced Text-to-Speech integration
• Shift trading on iOS and Android devices
• Secure bot flows in Architect
• Audit log viewer for action maps
• Agent Locale Scripter variable for agent’s chosen language
• Sentiment feedback, content search, and Interactions view icon updates

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Contact center

• Single customer view powered by identity resolution available in select regions
• Predictive Engagement outcome value configuration and reporting
• Extended voice transcription services
• Agent status widget improvements
• Web messaging image copy and paste
• Extend Bot Connecter PostUtterance response timeout

Platform

• Process automation triggers

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Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Queue administration user interface improvements
• Detected Topics gamification metric
• Set Content Template action type added to digital rules for outbound digital campaigns

Platform

• Google Fonts API usage change for GDPR compliance

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Communicate

• Genesys Cloud WebRTC diagnostics app improvements

Contact center

• Genesys Digital Bot Flows
• SMS message delivery status
• Reset agent personal bests in gamification
• Genesys Dialog Engine Bot Flows support for Portuguese
• Improved voice transcription accuracy for Dutch

Integrations

• Cross-region export option for AWS S3 recording bulk actions integration

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Contact center

• Copy a development and feedback module
• Genesys Beyond module enhancements
• Configure setting to reduce latency of transcripts sent through Notifications API
• Messenger Transport Mobile SDK
• Use self-managed AWS Key Management Service for conversation data encryption

Platform

• South America (São Paulo) region deployment

Deprecations

• Microsoft Edge Legacy browser support deprecation
• Website visitor count API change

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Collaborate

• Genesys Cloud video chat setting improvements

Communicate

• Introducing BYOC Premises Customer Hardware Solution
• Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

• Topic trends summary and detail views
• Agent ACD skills and language proficiency routing improvement
• Improved default program list in speech and text analytics settings
• Japanese voice transcription support

Deprecations

• Website visitor count API change

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Contact center

• Introducing contact center work teams
• Predictive routing queue detail report
• External metrics for performance scorecards
• Topics and sentiment metrics consolidation
• Amazon Lex integration in Canada (Central) AWS region

Integrations

• SMTP server integration email error notifications to agents

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Contact center

• Korean programs, topics, and phrases support

Integrations

• Use trigger endpoint with Google Cloud Function data actions

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Contact center

• Introducing AudioHook Monitor
• Mandatory US and Canada SMS toll-free number verification
• Retrieve estimated wait times for different media types in Architect flows
• Use random functions in Architect decision actions
• Parity in agent performance views with agent metrics reports
• Export and import forecast in user-selected time zone for workforce management
• Secure pause recordings when not a conversation participant in Conversations API

Platform

• Enable automatic capture of console logs for troubleshooting

Deprecations

• Agent interaction UI collapse/expand control removal

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Communicate

• Introducing hybrid telephony connections

Contact center

• Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
• Recycle a digital campaign
• Enhanced customer journey view for Predictive Engagement administrators
• Shrinkage Reporting API for workforce management
• Ability to provide feedback to sentiment analysis in French dialects
• Dutch programs, topics, and phrases support

Integrations

• Amazon EventBridge topic for wrap-up codes
• Amazon EventBridge topics for external contacts and after call work events

Platform

• Updated icons in the Genesys Cloud UI

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Contact center

• Filter interaction transcripts by detected topics in Content Search view
• Audit log viewer for workforce management time-off limits and time-off plans

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Communicate

• Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

Contact center

• Inline images in canned responses
• Ability to disable call analysis and answering machine detection
• Email, message, and chat transcript enhancements
• Configure workforce management activities as interruptible for coaching

Deprecations

• Workforce management adherence permission change

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Contact center

• Introducing analytics workspace
• Average Hold Handled and ACW Handled columns in Performance views
• Improved customer sentiment scoring
• Workforce management import service enhancement
• Configurable Messenger position for web messaging
• Web messaging delivery status notifications
• Campaign and campaign sequence schedule improvements

Platform

• US East 2 (Ohio) region deployment

Deprecations

• Agent interaction UI collapse/expand control removal

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