List of the Genesys Cloud release notes that include the knowledge management release notes tag.
Employee productivity
- Streamlined Navigation and Information Architecture Update
Customer engagement
- Apple Pay support for Apple Messages for Business
- Architect digital bot flow list picker support
- Set time- and duration-based conditions in campaign rules
- Use custom SMTP servers for email campaigns and agentless email
- Administrators can now bring their own SMS SMPP provider
- Idle agent count for conditional group activation or deactivation
- Expired callback queue reassignment
Data, analytics, and reporting
- Administrators can now search content from HTML emails
- Topic miner Korean and Japanese language support
- Native voice transcription for core dialects
Open platform
- Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support
Self service and automation
- Transcription and storage of caller’s final voice input
- Content-based search for knowledge base articles in Norwegian, Danish and Finnish
- Swiss German language support in Architect
Workforce engagement
- Enhancements to visual components in the interaction details page
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Employee productivity
- Multi contextual panels
- Customizable summaries in AI Studio
Customer engagement
- WhatsApp outbound campaign schedules
- Profile panel support for workitems
- Conditional group activation based on real-time metrics
Data, analytics, and reporting
- Improved native voice transcription for English
Open platform
- CX Cloud from Genesys and Salesforce support for agent initiated after call work
- Microsoft Dynamics 365 data actions integration new credential type
Self service and automation
- Enhanced knowledge suggestions in Genesys Agent Copilot
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification
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Employee productivity
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
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Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Email administration user interface enhancements
- Retry configuration for unsuccessful customer first callbacks
Employee productivity
- Multi contextual panels
- Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot
Account management
- Automatic role assignment for reactivated users
Self service and automation
- Content-based search for non-English knowledge base articles
- Architect help panel
Workforce engagement
- Enable audio selection with screen recordings in playback
Deprecations
- Deprecation: Analytics Transcripts Query Endpoint API
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