List of the Genesys Cloud release notes that include the interaction & screen recording 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
- Temporary removal of Pair with Genesys Care button from commercial regions
- Simplified permissions view with updated Select All controls
Customer engagement
- Improved detection of SMS opt-out requests
- Google Business Profile ratings and engagement source
- Social media follower count and verified status
Data, analytics, and reporting
- Improved accuracy and reliability of date-time picker
Employee productivity
- Filters and metrics in the Agent Copilot Performance dashboard
Workforce engagement
- Customizable activity code colors
- Enhanced screen recording playback
Deprecations
- Deprecation: Removal of AI Guides (version 1)
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Account management
- European Sovereign region now available
Customer engagement
- Configurable answering machine detection and silent call timeouts
- Issue a secure pause when all internal participants leave a conference call
Data, analytics, and reporting
- External event administration for Journey Management
- Segment an interaction transcript and drill down into specific areas of interest
Employee productivity
- Intent health insights for Agent Copilot
- Genesys Cloud Copilot usage analytics dashboard
Open platform
- Genesys TTS Connector for third-party TTS engines
- Polish language support in Architect
- Digital messaging support for ServiceNow ITSM workspaces
- Genesys Cloud Voice services in the EU Sovereign Cloud region
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Customer engagement
- Web messaging – configurable guest session duration
Data, analytics, and reporting
- Async aggregate API endpoint
- STA and WEM add-on licensing now based on permissions
- Topic miner support for Turkish dialects
Open platform
Self service and automation
- Generate guides from agent conversation transcripts
- Create scheduled triggers to automate workflows
Workforce engagement
- Agreement score visibility in evaluation form editor
- Increased planning group and staffing group limits in capacity planning
- Work team as a permission condition in recording access control
- Permission conditions for screen recording access control
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