Genesys Cloud – February 2024

Self service and automation

• Improved utterance confusion resolution in Architect bot flows and digital bot flows

Data, analytics, and reporting

• Improved native voice transcription accuracy for German

Customer engagement

• Specify queue in scheduled callbacks
• Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
• ACD conferences
• Predictive engagement new and replaced operators

Deprecations and announcements

• Scheduled hybrid organization migrations

Customer engagement

• Web messaging support in MEC1 (UAE) region
• Digital channels participant information update

Self service and automation

• Knowledge portal refreshed article search results

Employee productivity

• Submit feedback in Genesys Tempo

Data, analytics, and reporting

• Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
• Notification API voice transcription number normalcy for English languages
• Improved native voice transcription accuracy for French languages
• Improved sentiment analysis for English languages

Customer engagement

• Enhanced pacing control in dialing campaigns
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Enhanced external contacts data access control for agents

Data, analytics, and reporting

• Improved native voice transcription accuracy for Spanish

Self service and automation

• Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

• APIs to integrate external learning modules

Deprecations and announcements

• Deprecation: Adobe data actions integration removal
• Deprecation: Pointillist Community

Account management

• API for platform limit event alert

Customer engagement

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

Data, analytics and reporting

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

Resource center

• Genesys Cloud release notes enhancements

Self service and automation

• Export utterance history data from Architect bot flows and digital bot flows
• Intent miner Portuguese language support

Deprecations and announcements

• Deprecation: Legacy historical adherence query route