List of the Genesys Cloud release notes that include the web/mobile messaging and messenger apps release notes tag.
April 22, 2024

Account management

  • Web surveys in Genesys Cloud EX

Data, analytics, and reporting

  • Analytics data masking options
  • Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
  • Improved sentiment analysis for French and Spanish languages
  • Speech analytics in Genesys Cloud EX
  • Agent empathy analysis

Employee productivity

  • Agent desktop email user interface enhancements
  • Headset call control buttons in embedded clients

Deprecations and announcements

  • Deprecation: Legacy historical adherence query route
  • Deprecation: Native LINE third-party messaging channel

View details

April 8, 2024

Customer engagement

  • Outbound WhatsApp message on behalf of a queue
  • File attachments via supported content profile

Data, analytics, and reporting

  • Edit and rerun scheduled exports
  • Export panel enhancements
  • Improved native voice transcription accuracy for Spanish dialects

Employee productivity

  • Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

  • Introducing the Nuance Recognizer as a Service integration
  • Improved flow size indicator in Architect
  • Introducing the Audio Connector integration

Deprecations and announcements

  • Deprecation: Mobile Messenger SDK for React Native apps
  • Deprecation: Native X (formerly Twitter) third-party direct messaging channel

View details

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

View details

February 28, 2024

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

View details

February 14, 2024

Customer engagement

  • Enhanced pacing control in dialing campaigns
  • Co-browse for voice via Messenger
  • Deploy Messenger without web messaging
  • Messenger JavaScript SDK toaster plugin
  • Enhanced external contacts data access control for agents

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Spanish

Self service and automation

  • Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

  • APIs to integrate external learning modules

Deprecations and announcements

  • Deprecation: Adobe data actions integration removal
  • Deprecation: Pointillist Community

View details

February 7, 2024

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

View details

November 8, 2023

Customer engagement

  • Improved Messenger UI color contrast patterns

Self service and automation

  • Mute suggestions and hide intent health for Architect bot flows and digital bot flows

View details

October 18, 2023

Account management

  • Division-aware configuration objects default to all divisions
  • Assign divisions to secondary statuses
  • User settings page displays the last login date and time

Customer engagement

  • GCV outbound fraud protection

Data, analytics and reporting

  • New speech and text analytics permissions
  • Agent empathy analysis API for English transcripts
  • New analytics dashboard metrics
  • Messenger co-browse toolbar improvements
  • Remove agents who deselect their phone from the queue

Employee productivity

  • Agent target selection interface and workflow improvements

Workforce engagement

  • Assign division specific secondary status codes for agents

View details

October 11, 2023

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

View details

August 30, 2023

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

View details

August 16, 2023

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

View details

June 28, 2023

Contact center

  • Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

  • Deprecation: CX digital agent workspace

View details

April 19, 2023

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

March 15, 2023

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

March 1, 2023

Contact center

  • Introducing homescreen configuration for Messenger
  • Knowledge articles in Messenger
  • Agent Log-in Log-out report
  • Status duration data for agents
  • Analytics workspace improvements
  • Delayed reaction triggers for process automation

Platform

  • Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

  • Mandatory US and Canada SMS/MMS registration
  • Deprecation of select filters in Analytics API in Predictive Engagement postponement
  • End of Analytics Conversation Detail Endpoint API query interval change allowlist
  • CIDR IP address range for cloud media services expansion

View details

February 8, 2023

Contact center

  • Automatic knowledge surfacing with Genesys Agent Assist
  • Cards and carousels in the CX digital agent workspace
  • Images and email addresses as hyperlinks in knowledge base articles
  • Jump to reusable tasks in Genesys Dialog Engine Bot Flows
  • Encrypt and decrypt data in Architect flows
  • Mine topics from messaging transcripts
  • Intent miner German language support

View details

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