Genesys Cloud - unified communication and collaboration tag

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

Employee productivity

Multi contextual panels
Call forwarding enhancements with group search functionality

Account management

Audit SAML authentications
Increased SSO integrations allowance per identity provider

Customer engagement

Messenger individual application provisioning and configuration redesign
WhatsApp’s per message pricing update

Workforce engagement

Policy-based station-side call recording
Evaluation data access via consolidated reporting views
Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

Deprecation: Removal of Webhooks integration for chat notification

Employee productivity

Multi contextual panels
Configure chat message editing time limits

Customer engagement

Genesys Cloud Open Messaging supports custom social network connectors
Character counter in canned responses editor

Data, analytics, and reporting

View phrase usage in Topic Editor

Self service and automation

Introducing the Webhook for Events integration

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Genesys Cloud for X (Twitter) Direct Messaging integration
Introducing Genesys Cloud Social
Work Automation List view OR queries

Employee productivity

Multi contextual panels
ACD voicemail transcription

Data, analytics, and reporting

Sensitive data masking support for English chat and messaging transcripts

Open platform

Ukrainian language support

Deprecation

Deprecation: Documents UI Audit tab
Deprecation: Auto answer pop-up toast
Deprecation: Genesys Enhanced TTS – Google European Voices

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification

Employee productivity

Multi contextual panels
Notes panel improvements
Wrap Up panel usability improvements
Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
Agent Copilot Dictionary Management
Display external contact names in call history and voicemail inbox
Enable message pinning in Collaborate chat

Account management

User settings page displays the last login date and time
Voice transcription combined offer
Simplified license usage logic

Data, analytics, and reporting

Native voice transcription support for Hebrew

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Regex custom data filtering to protect sensitive information for co-browse
Preserve routing information for callbacks and voicemails
Define rule conditions based on workitem dates
Updated agent canned responses panel
Bulk workitem addition via API

Data, analytics, and reporting

Share dashboards with work teams and individuals
Agent performance reports for inactive and deleted users
Improved native voice transcription accuracy for French
Normalization of Digits in German for Low Latency transcription.

Employee productivity

Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users

Open platform

CX Cloud from Genesys and Salesforce Agent Copilot support
Custom node.js code as part of a data action
Division-aware permissions and APIs for external contacts

Workforce engagement

Improved search and filters for screen recorded interactions

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

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

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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.