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.

Employee productivity

  • Multi contextual panels
  • Enable focus mode for agent apps
  • Improved Collaborate chat read and unread message sync
  • Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

  • Access and promote external contacts directly in Architect
  • Internal article linking within the knowledge base

Data, analytics, and reporting

  • Search transcript content up to 90 days back
  • Improved native voice transcription readability for Portuguese
  • Exclude existing topics and phrases from topic mining
  • Manage expiring and expired exports in the scheduled exports view

Self service and automation

  • Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

  • Set limits on shift types and weekend work in schedules
  • Increased number of AI-scored questions allowed in evaluation forms

View details

Employee productivity

  • Multi contextual panels

Customer engagement

  • Configurable outbound routes now available for customer first callbacks

Self service and automation

  • Knowledge workbench V2 accessibility improvements
  • Introducing Virtual Agent performance dashboard
  • New metrics for Architect bot and digital bot flows in the Optimization dashboard
  • Enhanced AI-powered slots for virtual agents

Workforce engagement

  • Unlimited archived recording restorations

Deprecations

  • Deprecation: Update a user’s presence without permission restrictions
  • Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

View details

  • Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Account management

  • Enhanced groups profile configuration

Customer engagement

  • Sort contacts by priority in skills-based dialing for progressive campaigns
  • Sort contacts by priority for skills-based dialing in Preview campaigns
  • Workitems List View filter enhancements
  • Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

  • Improved readability of native voice transcription in Spanish language transcripts
  • Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

  • New Genesys Cloud Voice phone number inventory report
  • Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

  • Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
  • Genesys Cloud Virtual Agent language support for Italian
  • Introducing Guides in AI Studio
  • Introducing AI Studio

Workforce engagement

  • Workforce management capacity planning

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: BYOC Premises Edge Remote Survivability

View details

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

View details

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

View details

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

View details

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

View details