Genesys Cloud - work automation tag

List of the Genesys Cloud release notes that include the work automation release notes tag.

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Agent Copilot summarization model improvement
Introducing Architect workitem flows for enhanced work automation
Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

Enhanced interaction visibility in agent status widget
Sentiment and agent empathy analysis for Swiss German language

Open platform

Additional conversation events for the Operational Console

Self Service & Automation

Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages

Self service and automation

Architect toolbox search option

Deprecations

Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Workitem query and filter improvements
Direct access to interaction details from the Customer Journey tab
Enhanced workitems list view with column picker and advanced filtering
Web messaging support in the Zurich (EUC2) region

Data, analytics, and reporting

Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
Real time data update indicators in analytics views
View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

Enhanced control over agent assistance access
Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Open platform

Hardware and OS support for CHS Large devices
Genesys Cloud Voice number management UI improvements

Workforce engagement

Workforce management per minute scheduling granularity

Data, analytics, and reporting

Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Customer engagement

Skills-based dialing in power and predictive outbound campaigns
Work Automation performance views enhancements
Granular campaign control permissions
Interaction routing based on predictive scores

Self service and automation

Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Flexible text-to-speech (TTS) engine selection in Architect flows

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

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.