List of the Genesys Cloud release notes that include the knowledge portal (support center) 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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Customer engagement
- Search domain names and email addresses
- Inbound call handling site for BYOC Cloud trunks
- Supported file attachments update in third-party messaging
Data, analytics, and reporting
- Configure rules for any user in a work team
Self service and automation
- Cards and carousels for digital bot conversations
- Expanded knowledge portal availability
Workforce engagement
- WEM activity widget for Genesys Cloud for Embedded Framework
- Architect workflow automated notifications
Deprecations and announcements
- Deprecation: Active Screen Recordings UI
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Customer engagement
- Open messaging typing indicators
Data, analytics, and reporting
- Introducing the Genesys Cloud Analytics Add-on (A3S)
Open platform
- Architect workflow trigger automation
- Introducing Genesys Cloud CX Accelerators
Self service and automation
- Support center name change
- Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
- Introducing the Architect Optimizations dashboard
- Architect flow outcomes and milestones user interface updates
Workforce engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations and announcements
Deprecation: Canned reports
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Customer engagement
- Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
- Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support
Data, analytics, and reporting
- WebRTC Media Helper in Analytics
Self service and automation
- Architect zoom enhancement and legacy user interface toggle removal
Workforce engagement
- WEM activity views in Genesys Cloud for Salesforce embedded client
- Telephony administrator user interface updates
Deprecations and announcements
- Search Audits APIs deprecation postponement
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Customer engagement
- Conditional group routing as the timeout routing method for preferred agent routing
- Require the WebRTC Media Helper
- Custom music for agent-initiated hold duration
- End interactions automatically when agents logoff
- Improved media handling for outbound message attachments
Data, analytics, and reporting
- Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
- Introducing the Genesys Cloud Analytics Add-on (A3S)
- Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns
Open platform
- Genesys Cloud for Chrome extension update
- Calling party ID in p-asserted identity SIP header
- Yealink headsets support
Self service and automation
- Additional formatting for knowledge workbench v2 articles
- Test digital bot flows in real time
- Intent health in Architect bot flows and digital bot flows
Workforce engagement
- Quality evaluation scores now available as a gamification metric
Deprecations and announcements
- US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
- Arrow Electronics partnership and end of preconfigured edge appliances program
- Deprecation: CX digital agent workspace (digital desktop only)
- Japanese translation of “idle” inconsistency
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