Data, analytics, and reporting

• Enhanced queue activation panel with search and pagination in agent detail views

Account management

• Counted limits monitoring and alerts
• WebRTC Media Helper enabled by default with allowed IP addresses feature

Customer engagement

• Prerequisites in expandable section of Resource Center articles
• Interaction routing based on predictive scores
• Genesys Cloud CIDR expansion and firewall requirements 

Data, analytics, and reporting

• Dashboard Owners page
• Increase quality management topic limit to 5000 on request

Open platform

• API for platform limit event alert

Workforce engagement

• Screen recording playback UI modernization
• Improved customer sentiment and agent empathy analysis for English dialects

Customer engagement

• Queue segmentation of canned responses
• Work Automation performance views enhancements
• Reconnect and reply to closed email
• Skills-based dialing in Power and Predictive outbound campaigns
• Granular campaign control permissions
• Genesys Cloud CIDR expansion and firewall requirements 

Data, analytics, and reporting

• Real time alerts for out of adherence status

Self service and automation

• Flexible text-to-speech (TTS) engine selection in Architect flows
• Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation

Data, analytics, and reporting

• Improved summary row display in analytics performance views

Customer engagement

• Enhanced search capability within skill expression groups
• Skill expression groups
• New search endpoint
• Success, Neutral and Failure classifications in wrap up code mappings

Employee productivity

• Configurable voicemail forwarding for presence states

Customer engagement

• Auto-termination for closed workitem statuses
• Outbound open messaging on behalf of a queue
• Extended after call work timeout
• Introducing Work Automation

Workforce engagement

• External metrics for performance scorecards
• Activity plans for optimal workforce management scheduling

Account management

• Multiple messenger deployment behavior update

Data, analytics, and reporting

• Enhanced agent status visibility for supervisors

Customer engagement

• Enhanced WebRTC Media Helper for VDI users

Open platform

• Genesys Bot Connector

Data, analytics, and reporting

• Export panel enhancements
• Dynamic time zone settings in workspaces and views
• Analytics views column picker improvements
• Improved interval granularity for ad-hoc exports
• Introducing digital performance monitoring views

Employee productivity

• Utilization labels for Click to Dial API

Workforce engagement

• Genesys Cloud Workforce Management work plan bidding

Account management

• Hourly interacting users billing option

Customer engagement

• Highlight markdown support in web messaging

Data, analytics, and reporting

• Introducing Architect Journey Flows for bot and digital bot flows
• Introducing Architect Journey Flows for inbound and secure call flows
• Improved native voice transcription accuracy for Portuguese

Self service and automation

• Select multiple segments in knowledge article variations
• Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
• Introducing Architect Replay Mode
• Advanced Architect execution data capabilities for all flows

Workforce engagement

• Improved navigation between published schedules in the workforce management schedule editor

Customer engagement

• Introducing the Queue routing performance view
• Web tracking API public endpoint

Data, analytics, and reporting

• Improved native voice transcription accuracy for Arabic dialects

Workforce engagement

• Enhanced employee recognition for improved engagement
• Workforce Engagement Management (WEM) activity view in external web environments

Deprecations

• Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Data, analytics, and reporting

• Real-time alerting based on agent’s after call work duration
• Real-time alerting for waiting interactions
• Configure rules for any user within a work team
• Topic miner German, Italian, and Portuguese language support

Open platform

• Dynamic documentation and trigger enablement for the Operational Console
• Enable automatic capture of console logs for troubleshooting

Workforce engagement

• Trade alternative shifts for enhanced workforce management shift management

Deprecations

• Deprecation: Legacy historical adherence query route

Platform

• Japanese translation of the Export report

Customer engagement

• Limit agent actions during co-browse sessions

Data, analytics, and reporting

• Trigger alerts based on the number of agents currently in queue
• Create in-app toast notification alert rule.
• Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
• Architect supported languages user interface enhancements
• Collapsible card interface in Architect actions

Workforce engagement

• Improved native voice transcription accuracy for Dutch

Data, analytics, and reporting

• View speech and text analytics data for a year at a time

Customer engagement

• Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

• Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

• HELD (HTTP Enabled Location Delivery) for E911 Location Information
• Introducing the Nuance Recognizer as a Service integration

Workforce engagement

• Interaction recording download tracking in audit trail

Customer engagement

• Automatically save wrap-up codes for improved call handling
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Expanded campaign rule actions for enhanced automation

Data, analytics, and reporting

• Alerting improvements
• Enhanced toast, email, or SMS notification alerts
• Enhanced alerts management
• Enhanced dictionary management

Employee productivity

• Enhanced privacy controls for ad hoc recordings
• Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Customer engagement

• Enhanced message delivery status in messenger widget

Employee productivity

• Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
• Microsoft Teams and 8×8 UC Integrations availability

Open platform

• Enhanced AudioHook Monitor configuration and migration process

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU) (eu-ES), and Swedish language support

Workforce engagement

• SCORM 1.2 learning standard conformance
• Learning module improvements

Account management

• Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

• Email notifications for expiring and expired scheduled exports

Self service and automation

• Enhanced AudioHook Monitor configuration and migration process
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

Account management

• View all groups permission

Data, analytics, and reporting

• Interaction categories for interaction analysis

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
• File attachments via supported content profile
• Re-use SMTP connections in outbound email

Employee productivity

• Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Open platform

• Leveraging Digicert as the certificate authority in the mTLS process

Self service and automation

• Updated analytics event for top viewed articles in the Knowledge Performance dashboard

Workforce engagement

• Supervisor WEM dashboard
• Workforce management Explanations desktop feature
• Genesys Tempo for workforce management schedules

Customer engagement

• Auto-answer functionality for agents in preview campaigns
• Dynamic edge resource utilization for automated outbound dialing

Employee productivity

• Genesys Agent Assist summarization Spanish support (preview)

Self service and automation

• Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
• Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
• Architect data tables user interface updates

Workforce engagement

• Insights visual charting for supervisors

Customer engagement

• View and edit imported data via the user interface in the Contact List editor

Self service and automation

• Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

• Improved Genesys Cloud announcements

Data, analytics, and reporting

• Analytics API enhanced capabilities

Customer engagement

• Canned Responses user interface enhancements

Self service and automation

• Evaluate schedule groups in Architect bots and digital bots before ACD transfer
• Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

• Manage Active Screen Recordings

Data, analytics, and reporting

• Improved native voice transcription accuracy for Korean dialect

Employee productivity

• Genesys Agent Assist summarization moved to the ACW pane

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support

Data, analytics, and reporting

• Analytics data masking options
• Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
• Improved sentiment analysis for French and Spanish languages
• Agent empathy analysis

Employee productivity

• Headset call control buttons in embedded clients

Self service and automation

• Intent health in Architect bot flows and digital bot flows

Customer engagement

• Architect post-call actions in voice calls
• Improved agent utilization for digital transfers
• Co-browse for web messaging
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Messenger co-browse toolbar improvements
• Co-browse supports multiple iframes
• Co-browse for web messaging read-only fields and buttons

Employee productivity

• Conversation summarization with Genesys Agent Assist for Voice
• Public APIs for Collaborate chat room management and chat messages

Customer engagement

• File attachments via supported content profile

Data, analytics, and reporting

• Edit and rerun scheduled exports
• Improved native voice transcription accuracy for Spanish dialects

Self service and automation

• Introducing the Audio Connector integration
• Improved flow size indicator in Architect

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese dialects

Workforce engagement

• Change forecast associated with a schedule
• Leaderboard view disabled for organizations with disabled gamification

Data, analytics, and reporting

• Architect Flow Insights toggle for bot and digital bot flows

Open platform

• Audit Viewer alternate search parameters support

Workforce engagement

• Inbound and outbound filter for gamification metrics

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
• Knowledge portal refreshed article search results
• Historical execution data for Architect bot flows and digital bot flows

Employee productivity

• Genesys Agent Assist knowledge article feedback
• Introducing Agent Assist

Customer engagement

• Enable and disable email threading
• Outbound digital campaigns event triggers for post-contact interactions

Data, analytics, and reporting

• Support for capitalization and punctuation in native voice transcription for English transcripts

Employee productivity

• Remove users from Collaborate chat rooms

Data, analytics, and reporting

• Improved native voice transcription accuracy for Italian

Customer engagement

• Skills-based dialing for Preview and Progressive campaigns
• Refreshed Predictive Engagement user interface
• Configure labels to manage interactions
• Maximum number of calls per agent set at the campaign level

Self service and automation

• Genesys Dialog Engine Bot Flows in Architect
• Genesys Dialog Engine Digital Bot Flows in Architect

Self service and automation

• Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Customer engagement

• Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

Data, analytics, and reporting

• Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
• Improved native voice transcription accuracy for German

Customer engagement

• Predictive engagement new and replaced operators
• Increased number of outcomes limit
• ACD conferences
• Knowledge articles in Messenger 
• Introducing homescreen configuration for Messenger
• Specify queue in scheduled callbacks

Account management

• Change password set/reset workflow
• Password policy minimum requirements

Customer engagement

• Digital channels participant information update

Data, analytics, and reporting

• Improved native voice transcription accuracy for French languages
• Improved sentiment analysis for English languages
• Notification API voice transcription number normalcy for English languages

Self service and automation

• Knowledge workbench V2

Customer engagement

• Enhanced pacing control in dialing campaigns
• Enhanced external contacts data access control for agents

Data, analytics and reporting

• Improved native voice transcription accuracy for Spanish

Workforce engagement

• APIs to integrate external learning modules

Customer engagement

• Improved on-demand Messenger launcher visibility
• Active Total Callback column in Performance views
• Message routing admin page user interface enhancements

Data, analytics, and reporting

• Improved native voice transcription accuracy for Dutch
• Topic miner queue selection increase

Resource center

• Genesys Cloud release notes enhancements

Customer engagement

• Client Credential Flow (CCF) authentication support for SMTP integrations
• Support for multiple external email participants

Data, analytics, and reporting

• Improved native voice transcription accuracy for Japanese
• Improved accuracy of Irish street names in English native voice transcription

Employee productivity

• Enhancement of inactivity timeout in embedded clients

Open platform

• Update agent preferred name via public API

Workforce engagement

• Support for disputed evaluations on gamification metrics scorecards
• Suppress recording when a call is on hold

Workforce engagement

• Change daily values and distribution forecast modification type

Customer engagement

• Advanced input file pre-processing
• Additional file format support for contact lists
• Messenger support for Estonian, Latvian, and Lithuanian

Data, analytics and reporting

• Sensitive data masking French and Italian language support
• Analytics user interface enhancements
• Introducing external contacts and external organizations filters and columns in performance views

Open platform

• Portuguese language support

Workforce engagement

• Workforce management navigation menu grouping
• Staffing requirements and performance metrics in the Schedules screen

Account management

• Assign divisions to secondary statuses
• Multi-factor authentication (MFA) for Genesys Cloud
• Division-aware configuration objects default to all divisions

Customer engagement

• Improved digital agent-to-agent transfer

Data, analytics and reporting

• New speech and text analytics permissions
• Open interactions in a new Analytics workspace tab
• Agent empathy analysis API for English transcripts
• View daily agent login and logout activity for multiple agents

Self service and automation

• Triggers UI improvements
• Architect data tables user interface updates