List of the Genesys Cloud release notes that include the journey management 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
- Agent reservation for customer-first callbacks
- Workitem analytics views: Improved accuracy of Answered metric
- List picker support in Mobile Messenger
Data, analytics, and reporting
- Journey Management multi-metric charts
- Journey Management effort score dashboard
Employee productivity
- Agent Copilot email thread summarization
- SMS interactions in the Genesys Cloud Associate app
- Voicemail transcriptions for personal and group voicemails
Open platform
- ServiceNow email metadata capture and auto-answer
- Expanded IANA time zone support
Self service and automation
- Preset conversation hooks for Agentic Virtual Agents
- AVA enhanced knowledge configuration for linking dependent variables
- AI Studio supports preconditions for tool inputs
Workforce engagement
- Add notes to shift trade requests
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Customer engagement
- Planned network maintenance for Genesys Cloud Autonomous System Numbers
- BYOC Cloud support for inbound SIP digest authentication
- Facebook engagement metrics in social listening
Data, analytics, and reporting
- Event details panel in Journey Management
- Improved bulk metric exports in Analytics Performance Views
Employee productivity
- Configurable interaction deallocation period for Embeddable Framework
- Test agent checklists during configuration
Open platform
- Object dependency tracking for integrations
Self service and automation
- Configurable stages in case plans
Workforce engagement
- Support for automated evaluation attribution in analytics views
- Increased limit for agent scoring rules per program
- Restore quick filters and date navigation for time-off requests
Deprecations
- Deprecation: Salesforce data action username and password credential type
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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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