Genesys Cloud - speech and text analytics tag
List of the Genesys Cloud release notes that include the speech and text analytics release notes tag.
Communicate
- Telephony terminology changes
Contact center
- Send custom attributes with web messages
- Agentless Notification API enhancement for SMS and open messaging
- Analytics Detail Events for the EventBridge integration
- Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions
Integrations
- Salesforce Omni-Channel chat routing in Genesys Cloud
Platform
- CX as Code
Contact center
- Voice interaction coaching and monitoring
- Data actions as a voice campaign pre-call or post-call rule action
- Automatic bot responses
- Assign flow outcome within divisions
- Sentiment score metric added to Transcripts Aggregate API
- Polish voice transcription support
Deprecations
- Workforce management adherence permission change
- API endpoint change for supported topic spotting dialects
Contact center
- Time-off enhancements for workforce management
- Ensemble model and Theta method for workforce management automatic best method forecasting
- Additional columns and filter in Queues Performance views
- Additional recording and evaluation filters and columns in Interactions view
- Development Aggregate API for development and feedback modules
- Additional French sentiment analysis support
- Screen recording download permission
Contact center
- Monitor ongoing value of predictive routing
- Sentiment analysis columns in Performance views
- Additional development and feedback modules for agents
Deprecations
- Collaborate call functionality on mobile devices deprecation
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Acoustic analysis information for voice interactions in the Details tab
- Ability to provide feedback to sentiment analysis
- Audience size estimator for action maps in Predictive Engagement
Deprecations
- Max Calls replacement for BYOC Cloud trunks
- Collaborate call functionality on mobile devices deprecation postponement
Contact center
- Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
- Fair use voice transcription charges
Platform
- Cape Town Africa satellite region deployment
Contact center
- Introducing Google Cloud Dialogflow CX integration for call and message flows
- Global slot enhancement in Genesys Dialog Engine Bot Flows
- Filter by queues in My Queues Activity view
- Improved voice transcription accuracy for Spanish language regions
- Messaging file URL change
Platform
- Control agent transfer ability based on division membership
Contact center
- Add quick replies to Genesys Dialog Engine Bot Flows
- Spanish sentiment analysis support for digital interactions
Platform
- Developer Center content change log
Contact center
- Introducing quick replies for message interactions
- Arabic right to left support for web messaging
- Topics added to transcript search API
Contact center
- Channel switching in agent interaction UI
- Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
- Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
- Filter interaction transcripts by customer sentiment score and trend in Content Search view
- Audit log viewer for workforce management historical imports
Collaborate
- Content management file sharing URL change
Communicate
- SRV record support for TLS for BYOC Cloud trunks
Contact center
- Assign Google Dialogflow bot events for canceled interactions
- France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
- Email reply enhancement
Platform
- Cape Town Africa satellite region deployment
- Assign schedules, schedule groups, and call routing objects within divisions
- Standardized client SDK logging and configuration
Deprecations
- API endpoint change for supported topic spotting dialects
Contact center
- Interaction details and transcript UI improvements
- Subscribe to transcripts through Notifications API
- Journey aggregate query API for non-offered action states enhancement
Platform
- Audit log viewer enhancement
- Developer Guides
Deprecations
- Skype for Business integration deprecation
- Recording Service API metadata endpoint annotation deprecation
- Journey JavaScript SDK specific mappable customer traits deprecation
- Journey Reporting Service decommission postponement
Communicate
- WebRTC Media Helper for VDI environment
Contact center
- Introducing Architect common module flows
- Permission to activate and deactivate queue membership
- New custom actions and usability improvements for script designers
- Caller ID and caller name specification on Callback API
- Bring Your Own Technology (BYOT) billing changes
Deprecations
- Facebook Messenger HUMAN_AGENT message tag deprecation
- Predictive Engagement outcome limitation change
- Topics and programs audit events name change
Contact center
- Introducing the Amazon Lex V2 integration with Architect flows
- Increased routing duration for bullseye and preferred agent methods
- Out-of-the-box topics for speech and text analytics
- Improved voice transcription accuracy for English language regions
Contact center
- Amazon Polly Neural TTS Voices support
- Returned results count from Analytics API endpoint Elasticsearch queries
- Spain Spanish, South African English, and Indian English programs, topics, and phrases support
Communicate
- Search for external contacts and organizations on mobile devices
Contact center
- Topic manager and topic spotting support for queues and flows
- Configurable messaging threading timeline
- Export Architect flows in YAML format
- External contacts bulk APIs for notes and relationships
- Journey aggregate query API for non-offered action states
Deprecations
- CIDR IP address range for cloud media services change completed
Contact center
- Introducing development and feedback modules for agents
- Gamification start date selection
- Transcripts Aggregate API for detected topics
- Transcript search API enhancements
Integrations
- Multiple certificates for single sign-on providers
Deprecations
- Predictive Engagement outcome limitation change
- CIDR IP address range for cloud media services change
Contact center
- New location for quality management evaluations and surveys
- Additional Spanish sentiment analysis support
Platform
- Developer Center refresh
Deprecations
- CIDR IP address range for cloud media service change
Contact center
- Acoustic analysis information in Transcript URL API
Deprecations
- CIDR IP address range for cloud media service change
- Topics and programs audit events name change
- Quality Management Audit API change
Contact center
- Content Search view for voice transcripts
- Search interactions for SIP signaling information for all regions
- Route voice interactions based on external contact information
- Record ACD agent consult calls
- Screen recording limit increase
Communicate
- Make and receive WebRTC calls on Android devices
Contact center
- Search interactions for SIP signaling information for selected regions
- Agent evaluation comment indicator
- Call recording playback and transcription synchronization
- Voice transcription support for BYOC Premises
- Frequency capping on Predictive Engagement web action offers
Integrations
- AWS Lambda data actions integration enhancement
Deprecations
- Predictive Engagement webhooks deprecation
- Journey history data retention period change
Communicate
- BYOC Cloud custom SIP headers for improved carrier interoperability
- Extended maintenance window for cloud-based Edge updates
Contact center
- Introducing programs, topics, and phrases for speech and text analytics
- US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
- Coaching appointment scheduling with workforce management
- Receive agent workforce management schedule and time off request notifications on iOS and Android devices
Integrations
- Introducing the Zoom Phone integration
Deprecations
- Replace call with voice in Sentiment Aggregates API change
Contact center
- Spain Spanish, German, South African English, and Indian English voice transcription support
Deprecations
- CIDR IP address range for cloud media services change
- Create Site API call attribute requirement change
Communicate
- Make and receive WebRTC calls on iPhones
Contact center
- Scheduled Callbacks view usability enhancements
- Export view data advanced options
- Analytics Aggregates API for sentiment analysis on digital interactions
Platform
- Restore deleted OAuth clients
- Set Collaborate chat message retention
Contact center
- Workforce management work plan validation enhancements
- France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support
