Genesys Cloud - unified communication and collaboration tag

List of the Genesys Cloud release notes that include the unified communication and collaboration release notes tag.
December 2, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Authenticated messaging enabled for Mobile Messenger
  • View Mobile Journey Tracking for enhanced agent insights
  • Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

  • Audit Viewer granular detail of role changes

Customer Engagement

  • Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

  • Preview active emails in queue and parked emails
  • Collaborate chat hyperlink ability

Open platform

  • Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

  • Capture slot values via LLMs with Genesys Virtual Agent
  • Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

  • Workforce management activity smoothing and schedule variability

View details

October 21, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Voice surveys after customer interactions

Data, analytics, and reporting

  • Journey flows tab in Architect for outbound call, inbound email and message flows

Open platform

  • Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

  • Disable automatic hinting in Architect bot flows

View details

October 14, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Automatic time zone mapping support for European organizations
  • Rule conditions and advanced capabilities for campaign rules
  • Identifier claim management for external contacts

Account management

  • Telephone resource limits in Admin UI

Data, analytics, and reporting

  • Interactive charts for journey analysis

Employee productivity

  • Supervisor access to voicemail metrics

Workforce engagement

  • Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
  • Manually assign work plans with future effective dates

View details

September 30, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Notification topic for outbound message delivery failures
  • Customer-first callback option
  • Step-up authentication during web messaging sessions

Account management

  • Genesys Cloud Unified License for Virtual Network Operators for India region

Data, analytics, and reporting

  • Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

  • Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

  • Resize images and tables in knowledge workbench articles

View details

September 16, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Workitem query and filter improvements
  • Direct access to interaction details from the Customer Journey tab
  • Enhanced workitems list view with column picker and advanced filtering
  • Web messaging support in the Zurich (EUC2) region

Data, analytics, and reporting

  • Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
  • Real time data update indicators in analytics views
  • View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

  • Enhanced control over agent assistance access
  • Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Open platform

  • Hardware and OS support for CHS Large devices
  • Genesys Cloud Voice number management UI improvements

Workforce engagement

  • Workforce management per minute scheduling granularity

View details

August 19, 2024

Customer engagement

  • Success, Neutral and Failure classifications in wrap up code mappings

Data, analytics, and reporting

  • Improved summary row display in analytics performance views

Employee productivity

  • Configurable voicemail forwarding for presence states

View details

July 8, 2024

Customer engagement

  • Introducing Work Automation

Data, analytics, and reporting

  • Topic miner German, Italian, and Portuguese language support

Employee productivity

  • Introducing direct routing to dedicated users
  • Introducing Genesys Agent Copilot

Open platform

  • Dynamic documentation and trigger enablement for the Operational Console

Workforce engagement

  • Manage time-off details in the workforce management Time-off Limits view
  • Trade alternative shifts for enhanced workforce management shift management

Deprecations

  • Deprecation: Mobile Messenger SDK for React Native apps

Platform

  • Japanese translation of the Export report

View details

June 17, 2024

Customer engagement

  • SMS UK long code purchase requirement
  • Expanded campaign rule actions for enhanced automation
  • Enhanced dynamic filtering for real-time adjustments in campaigns
  • Reconnect and reply to closed email
  • Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

  • Enhanced dictionary management

Employee productivity

  • Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
  • Enhanced privacy controls for ad hoc recordings

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

  • Enhanced employee recognition for improved engagement

View details

June 10, 2024

Account management

  • Simplified customer firewall requirements

Customer engagement

  • Enhanced message delivery status in messenger widget

Employee productivity

  • Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
  • Insights app for iOS
  • Direct voicemail non-ACD call transfer for enhanced call management

Open platform

  • Enhanced AudioHook Monitor configuration and migration process

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Workforce engagement

  • SCORM 1.2 learning standard conformance
  • Learning module improvements

Deprecations

  • Deprecation: ACD Web Chat 2.0 (Rest API)
  • Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

View details

April 29, 2024

Data, analytics, and reporting

  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Improved native voice transcription accuracy for Korean dialect

Employee productivity

  • Genesys Agent Assist summarization moved to the ACW pane
  • Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
  • Control knowledge behavior from start to finish in Architect digital bot flows
  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer

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

June 21, 2017

Communicate

  • Voicemail messages for group ring

Contact center

  • Configurable transfer timeout in Architect

View details