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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Self service and automation

• Improved utterance confusion resolution in Architect bot flows and digital bot flows

Data, analytics, and reporting

• Improved native voice transcription accuracy for German

Customer engagement

• Specify queue in scheduled callbacks
• Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
• ACD conferences
• Predictive engagement new and replaced operators

Deprecations and announcements

• Scheduled hybrid organization migrations

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Account management

• API for platform limit event alert

Customer engagement

• Message routing admin page user interface enhancements
• Improved on-demand Messenger launcher visibility
• Active Total Callback column in Performance views
• WhatsApp monthly recurring charge removal

Data, analytics and reporting

• Improved native voice transcription accuracy for Dutch
• Topic miner queue selection increase

Resource center

• Genesys Cloud release notes enhancements

Self service and automation

• Export utterance history data from Architect bot flows and digital bot flows
• Intent miner Portuguese language support

Deprecations and announcements

• Deprecation: Legacy historical adherence query route

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Account management

• The User Settings page displays the last login date and time
• Regional Genesys location as default directory location
• iRAP protected compliance assessment

Customer engagement

• Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

• Trigger alerts based on the number of agents currently in queue

Self service and automation

• Architect knowledge configuration improvements
• Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

• Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
• Search Audits APIs deprecation
• Deprecation: Removal of Utilize Load Based permission

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Customer engagement

• Search domain names and email addresses
• Inbound call handling site for BYOC Cloud trunks
• Supported file attachments update in third-party messaging

Data, analytics, and reporting

• Configure rules for any user in a work team

Self service and automation

• Cards and carousels for digital bot conversations
• Expanded knowledge portal availability

Workforce engagement

• WEM activity widget for Genesys Cloud for Embedded Framework
• Architect workflow automated notifications

Deprecations and announcements

• Deprecation: Active Screen Recordings UI

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Customer engagement

• Open messaging typing indicators

Data, analytics, and reporting

• Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

• Architect workflow trigger automation
• Introducing Genesys Cloud CX Accelerators

Self service and automation

• Support center name change
• Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
• Introducing the Architect Optimizations dashboard
• Architect flow outcomes and milestones user interface updates

Workforce engagement

• Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

View details

Customer engagement

• Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
• Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

Data, analytics, and reporting

• WebRTC Media Helper in Analytics

Self service and automation

• Architect zoom enhancement and legacy user interface toggle removal

Workforce engagement

• WEM activity views in Genesys Cloud for Salesforce embedded client
• Telephony administrator user interface updates

Deprecations and announcements

• Search Audits APIs deprecation postponement

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Customer engagement

• Conditional group routing as the timeout routing method for preferred agent routing
• Require the WebRTC Media Helper
• Custom music for agent-initiated hold duration
• End interactions automatically when agents logoff
• Improved media handling for outbound message attachments

Data, analytics, and reporting

• Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
• Introducing the Genesys Cloud Analytics Add-on (A3S)
• Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

• Genesys Cloud for Chrome extension update
• Calling party ID in p-asserted identity SIP header
• Yealink headsets support

Self service and automation

• Additional formatting for knowledge workbench v2 articles
• Test digital bot flows in real time
• Intent health in Architect bot flows and digital bot flows

Workforce engagement

• Quality evaluation scores now available as a gamification metric

Deprecations and announcements

• US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
• Arrow Electronics partnership and end of preconfigured edge appliances program
• Deprecation: CX digital agent workspace (digital desktop only)
• Japanese translation of “idle” inconsistency

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Data, analytics, and reporting

• Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
• Real-time agent filtering and agent updates

Self service and automation

• Nuance Mix integration support in Canada
• JSON variables and states in Architect bot flows and digital bot flows

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Contact center

• Additional voice transcription accuracy improvements for Japanese
• Sensitive Data Masking for voice interactions
• Additional CX 1 Digital Add-On II capabilities
• Co-browse for web messaging read-only fields and buttons
• Dashboards summary page enhancements
• Dashboard management for administrators
• Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

• Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

• Search Audits view deprecation
• BYOC Cloud TLS X.509 certificate renewal
• Certificate Authority change for Microsoft Teams integration
• Release Notes category improvements

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Communicate

• Polycom Zero Touch Provisioning
• Specify a Canadian address as a remote emergency address

Contact center

• Collaborate chat quick access for recent chat messages
• Real-time Interactions data export

Integrations

• Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

• Suppress call recordings during IVR flow and in-queue segments

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Contact center

• Architect user interface refresh
• Configure new conditional group routing method
• Touchpoint variations for knowledge workbench articles

Platform

• Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

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Contact center

• Extended voice transcription services support for additional English dialects and German Switzerland
• Improved native voice transcription accuracy for specific English dialects
• Trigger Process Automation from any Evaluation State Change
• Assign a permission to grant a role to a user by division

Deprecations and announcements

• Deprecation of legacy Dialog Engine postponement

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Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Drill down to dashboard performance views
• Real time alerting based on agent’s after call work duration
• Improved dashboard create and edit options
• Show or hide top viewed articles in Support Center
• Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

• Resource Center improvements
• Telephony Extensions now support Divisions

Deprecations and announcements

• Legacy alerting system deprecation
• External Contact directory pages external organization logo removal

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Contact Center

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

• Knowledge workbench V1 deprecation
• Genesys Dialog Engine deprecation postponement
• Mandatory US and Canada SMS/MMS registration

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Contact Center

• Generative AI to summarize agent digital interactions
• New workforce management scheduling menu
• Automatic language detection for digital interactions
• Show or hide top searched articles in Support Center
• Bulk changes to knowledge base question and answer articles
• Copy an existing evaluation or web survey form
• Customer Journeys tab in the Interactions View
• Canned responses source code/HTML editor
• Access to Queue Agent Details View by division membership

Integrations

• Introduction of OAuth 2.0 for custom SMTP integration

Deprecations and announcements

• Customer journey tab replacement

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Platform

• Single sign-on configuration enhancement

Contact Center

• Campaign performance views for agents
• Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
• Add Max No Input task to Architect bot actions
• Performance insights view
• Filter by evaluation form name

Integrations

• Nuance Mix integration support in Australia

View details

Contact Center

• External contacts Profile tab updates
• Import question and answer FAQs from URLs

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Communicate

• Built-in Genesys Cloud WebRTC diagnostics application improvements

Contact Center

• External contacts Profile tab updates
• Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
• Archive and unarchive learning modules

Integrations

• Automatic regionalization of endpoints for existing Google Cloud TTS and STT  integrations
• Custom voices support for the Google Cloud Text-to-Speech integration

Deprecations and announcements

• Static data actions for web service data actions integration removal

View details

Communicate

• Transcription for Communicate voicemails
• Active speaker indicators

Contact Center

• Additional voice transcription accuracy improvements for Spanish
• Approve time-off requests based on agent hire date
• Evaluation source in evaluation cards
• Enhanced pagination control in analytics workspace views
• Queue Performance Summary chart view
• Metric values in views with duration statistics
• Transcription for Communicate voicemails
• Restricted access to details about predictive routing agents
• Delete a knowledge base

Deprecations and announcements

• Deprecation of select filters in Analytics API in Predictive Engagement

View details

Contact Center

• Topic spotting improvement
• Extend after call work (ACW) timeout settings to digital channels
• Agent requested after call work (ACW) option
• After call work (ACW) analytics for callbacks improvement
• Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
• Genesys natural language understanding (NLU) improvements

Integrations

• Genesys AppFoundry improvements

Deprecations and announcements

• Static data actions for web service data actions integration
• Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

View details

Collaborate

• Set time to return to previous status after users disconnect and reconnect

Communicate

• US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

• Introducing Genesys Cloud Background Assistant for screen recording with the web app
• Introducing regional storage for call recordings
• SSML support in Genesys Dialog Engine Bot Flows
• New Search endpoint
• New variables and improvements for scripts
• Improved do not contact (DNC) list functionality to support custom values
• Communicate call classification update

View details

Communicate

• Require the WebRTC Media Helper
• WebHID technology for Jabra headsets re-enablement

Contact center

• Improved interval granularity for a specific time span during performance metrics exports
• Improved module scheduling
• Scorecard tab improvements in the agent activity view

Deprecations and announcements

• journeyCustomer cookie id from GDPR API subjects response deprecation
• Customer journey tab replacement
• Genesys legacy Dialog Engine deprecation
• Knowledge workbench V1 deprecation

View details