List of the Genesys Cloud release notes published in July 2024.
Customer engagement
- Barge-in capability for supervisors and administrators
Data, analytics, and reporting
- Enhanced agent status visibility for supervisors
Employee productivity
- Utilization labels for Click to Dial API
Open platform
- Genesys Cloud Voice phone number availability in LATAM countries
- Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce
Workforce engagement
- Real time update of gamification scores
Deprecation
- 2024 Genesys CIDR expansion and firewall requirements notification
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Account management
- Hourly interacting users billing option
Customer engagement
- Highlight markdown support in web messaging
- Outbound open messaging on behalf of a queue
Data, analytics, and reporting
- Improved native voice transcription accuracy for Portuguese
- Introducing digital performance monitoring views
Employee productivity
- Genesys Agent Assist available for Japanese language
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
- Genesys Cloud Workforce Management work plan bidding
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Customer engagement
- Introducing the Queue routing performance view
- Generic SIP station support in cloud media
- Web tracking API public endpoint
Data, analytics, and reporting
- Improved native voice transcription accuracy for Arabic dialects
Deprecations
- Deprecation: Supervisor for iPad app
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
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Customer engagement
- Introducing Work Automation
Data, analytics, and reporting
- Topic miner German, Italian, and Portuguese language support
Employee productivity
- Introducing direct routing to dedicated users
- Introducing Genesys Agent Copilot
Open platform
- Dynamic documentation and trigger enablement for the Operational Console
Workforce engagement
- Manage time-off details in the workforce management Time-off Limits view
- Trade alternative shifts for enhanced workforce management shift management
Deprecations
- Deprecation: Mobile Messenger SDK for React Native apps
Platform
- Japanese translation of the Export report
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Customer engagement
- Limit agent actions during co-browse sessions
Data, analytics, and reporting
- Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
- Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce
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
Deprecations
- Deprecation postponement: Legacy alerting system
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