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

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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

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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

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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

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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

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June 21, 2017

Communicate

  • Voicemail messages for group ring

Contact center

  • Configurable transfer timeout in Architect

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October 26, 2016

Collaborate

  • Personal group favorites

Communicate

  • Ability to rename inbox recordings

Contact center

  • Dialpad for agent interactions

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June 22, 2016

Communicate

  • Inbox improvements

Contact center

  • Support for custom web chat fields

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March 9, 2016

Communicate

  • Trunk PCAP retrieval
  • Station auto-conference
  • Audio export

Contact center

  • Dependency tracking for Architect
  • Action, Menu, and Task Numbering
  • New Languages Available for IVR
  • Norwegian localization

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November 20, 2015

Communicate

  • Ability to download user recordings
  • Locate previously sent faxes by phone number

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