Genesys Cloud - virtual agent (bots and ivr) tag
List of the Genesys Cloud release notes that include the virtual agent (bots and ivr) release notes tag.
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Quick replies, cards, and carousels for open messaging
Employee productivity
- Multi contextual panels
Data, analytics, and reporting
- Track and manage billing for Supervisor Copilot AI features
- Improved event list organization for enhanced journey building
- Event card editing and visualization in journey canvas
Open platform
- Multi-org campaign management in CX Cloud from Genesys and Salesforce
Self service and automation
- Enhanced recognition failure handling in Architect digital bot flows
- BYOC Cloud TLS X.509 certificates
Workforce engagement
- Shift trades across weeks within schedule to improve agent flexibility
- Find Agent Search field in gamification profiles
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- External source for open messaging identity resolution in the UI
- Detailed counts of digital messaging activity
- Improved keyword precision for SMS
- Microsoft Graph for email integration
Employee productivity
- Multi contextual panels
- Improved agent email address handling
- Expanded Agent Assist dashboard with enhanced insights
Data, analytics, and reporting
- Normalization of Digits in French for Low Latency transcription.
- Division support for external contacts bulk import
- Agent Activity performance dashboard widget filter and sort agents based on conversation activity
Self service and automation
- Advanced knowledge handling in bot flows
Deprecations
- Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
- Deprecation: Windows 10 OS support for the desktop app
- 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
- Auto answer for voice interactions on queue settings
- Auto answer for digital interactions
Data, analytics, and reporting
- Filter and search conversations by acoustic metrics and wrap-up codes
Employee productivity
- Agent Copilot summary analytics access via API
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Workforce engagement
- Reminders for agents about their next scheduled activity
