Genesys Cloud - unified communication and collaboration tag

List of the Genesys Cloud release notes that include the unified communication and collaboration release notes tag.

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

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

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

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

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

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

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

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

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

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

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

Communicate

Voicemail messages for group ring

Contact center

Configurable transfer timeout in Architect

Collaborate

Personal group favorites

Communicate

Ability to rename inbox recordings

Contact center

Dialpad for agent interactions

Communicate

Inbox improvements

Contact center

Support for custom web chat fields

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Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.