List of the Genesys Cloud release notes that include the routing release notes tag.
Customer engagement
- Benefit assessments for predictive routing-enabled queues
- Architect flow validator
- WhatsApp username and identity resolution support
- Enhanced predictive routing visibility in the Queues view
- WhatsApp video carousel templates
- WhatsApp embedded signup v4 support
Data, analytics, and reporting
- Move event cards on the Journey Analyzer canvas
- Attribute-based access control for transcripts
Employee productivity
- Call Session Service rollout update
Open platform
- Bring Your Own Interaction support for FedRAMP
- CX Cloud auto-answer for interactions
- Call forwarding for CX Cloud from Salesforce
Self service and automation
- Improved filter condition creation for triggers
Workforce engagement
- Reports To as a permission condition for recording access
- Attribute-based access control for recordings
- Improved forecasting accuracy for non-seasonal time series
- Work plan and work plan rotation limit increases
- Import external forecasts for capacity planning
- Enhanced direction filtering for gamification metrics
- Attribute-based access control for quality management evaluations and surveys
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Account management
- People and permissions user interface refresh
Customer engagement
- Requesting Off Queue presence status
- Sort workitems by custom attributes
- Monitor and respond to non-owned Facebook pages
Data, analytics, and reporting
- Agentic Virtual Agent turn details in Journey Management
Open platform
- Telephony administrators can now self-enable Japanese language models
- Real-time voice transcription for ServiceNow Unified Experience
Self service and automation
- Knowledge Fabric file browser for uploaded documents
- ElevenLabs voices for Genesys Cloud Generative TTS
Deprecations
- Deprecation: BYOC Cloud TLS Ciphers
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Customer engagement
- Participant names and avatars in Mobile Messenger
- ACD skill expression performance view and interaction columns
Data, analytics, and reporting
- Reprocess historical interactions with Speech and Text Analytics
- Reprocess interactions with updated topics on demand through UI
Employee productivity
- Third-party application responses in Genesys Agent Copilot
Self service and automation
- Agentic Virtual Agents deterministic conditioning for tool output values
Workforce engagement
- Live screen monitoring for agent supervision
- System-detected historical forecast outliers
- AI scoring support for Genesys Cloud CX2 with AI tokens
Deprecations
- Deprecation: Pointillist
- Deprecation: Salesforce data action username and password credentials
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