List of the Genesys Cloud release notes that include the agent workspace release notes tag.
Customer engagement
- Share a single contact list across multiple active campaigns
Data, analytics, and reporting
- Improved transcription accuracy for native voice transcription
Employee productivity
- Enhanced digital metrics accuracy with auto-answer hold time tracking
- Updated pre-join experience in Genesys Cloud Video
Self service and automation
- Automated chat notifications within Architect workflows
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Customer engagement
- New commercial model for Work Automation tasks and workitems
- Genesys Cloud introduces Case management
- Poly/HP Edge B Series managed phones available in Genesys Cloud
- Message parking for Genesys Cloud
Data, analytics, and reporting
- Ingest external events through APIs for External Contacts
Employee productivity
- Support for Poly Trio C60 conference phone as a Genesys managed phone
- Extended markdown in messaging channels
Open platform
- Support for multiparty voice calls in CX Cloud with Salesforce Service Cloud Voice
Deprecations
- Deprecation: GPE journey outcomes
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Customer engagement
- Predictive routing queues summary enhancements
- WhatsApp support for interactive list pickers in bot conversations
- Automatic sign-in for authenticated Messenger users
- Workitem Insights views for supervisors
Data, analytics, and reporting
- Copilot panel and chart expansion for Journey Management
Employee productivity
- Extended markdown in messaging channels
- Configurable audio alert duration for agents
Open platform
- CX Cloud media helper alert for failed calls
Self service and automation
- Use knowledge in AI Guides
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