Account management

• Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
• BYOC Premises Edge devices in Edges list view

Customer engagement

• Mobile Messenger support for markdown formatting
• Social direct messages, social post injections, and social post responses allowance increase per AI token
• Create rules based on workitem creation date
• Generate web survey links on demand with an API

Employee productivity

• Domain allow list for emails
• Summaries for consult transfers for Agent Copilot

Open platform

• CX Cloud in Salesforce after-call work component

Workforce engagement

• API to List Past Recognitions
• Real-time agreement rates in evaluation forms
• Reply-To field in email transcripts
• Long-term forecast and schedule generation up to 104 weeks
• Granular evaluation metrics in the Evaluation Aggregate API

Deprecations

• Deprecation: Mobile Messenger legacy Android and iOS code removal

Account management

• Passkey support for Multi-Factor Authentication (MFA)

Customer engagement

• Custom named time zones for contactable time sets
• Digital rule sets for outbound WhatsApp campaigns
• Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
• External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flow list picker support in Singapore and Mexico regions
• Authentication support in Apple Messages for Business in Singapore and Mexico regions
• Apple Messages for Business forms in Singapore and Mexico regions
• Control agent transfer capabilities via permissions
• Configure group ring settings
• Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
• New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

• Sentiment, empathy, and topic spotting support for Turkish and Zulu
• Export summary row chart in Analytics Performance views
• Web events available in Journey Management

Employee productivity

• Configure combined voice utilization for ACD and non-ACD calls
• Favorites now listed in the User Directory
• Multi-language Agent Copilots

Open platform

• Enable auto answer for interactions in the Unified Experience from Genesys and ServiceNow integration
• Thai language support
• Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Self service and automation

• Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish
• Enhanced confirmation controls in AI Guides
• Genesys Virtual Agent support for Portuguese and Swedish dialects
• Create flow outcomes and milestones natively in Architect

Account management

• API responses no longer include OAuth client secret

Employee productivity

• Streamlined navigation and information architecture update
• Agent-to-agent consult and warm transfer for messaging interactions
• Custom prompts in advanced summary configurations
• Live character counter for ACW notes
• Internationalized date formats in Genesys Tempo

Account management

• BYOC Premises Edge devices in Edges list view

Customer engagement

• Control agent transfer capabilities via permissions
• Inactivity handling for messaging interactions

Data, analytics, and reporting

• Topic miner support for Arabic dialects
• Topic miner support for Hindi dialect

Open platform

• Mexico region deployment
• Singapore region deployment

Self Service and Automation

• Rule-based decisions and string list attribute support

Workforce engagement

• Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
• Adherence widget available in the Activity view
• Automatic submission of completed AI evaluations

Deprecations

• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
• Deprecation: Administrator login using only user name and password

Employee productivity

• Streamlined navigation and information architecture update
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Domain allow list for emails
• Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
• Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects
• Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Account management

• API responses no longer include OAuth client secret
• Genesys Tempo enabled by default with allowed IP addresses feature
• SAML assertion decryption support for single sign-on integrations

Customer engagement

• Customer first callback support in outbound campaigns
• Use custom SMTP servers for email campaigns and agentless email
• Messenger support for list picker

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

• Create AI Guides from uploaded process documents
• AI Guides model enhancements

Deprecations

• Deprecation: BYOC Premises—Customer VM Solution
• Deprecation: Token Implicit Grant for OAuth clients
• Deprecation: Open messaging inbound endpoint

Employee productivity

• Streamlined navigation and information architecture update

Workforce engagement

• Team schedule view for agents

Deprecations

• Deprecation: Genesys Cloud SSO certificate expiry

Employee productivity

• New unified navigation experience coming to Genesys Cloud
• Summary engagement insights on the Agent Copilot dashboard

Account management

• Manage user hire dates with SCIM APIs
• Refreshed integrations management interface

Customer engagement

• Configure up to 100 OpenID integrations for authenticated web messaging
• Voice note support for WhatsApp conversations
• Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

• Enhanced longest waiting and longest interacting metrics
• Duplicate an event card in Journey Management
• Review transcripts faster in interaction details

Open platform

• Updated Genesys Cloud desktop app icons
• Unified Experience from Genesys and ServiceNow phone book support 

Workforce engagement

• Default answers for evaluation forms

Account management

• Web application firewall for public connections

Customer engagement

• Workitem appearance configuration
• Access audit events for external contacts via audit API
• Outbound dialing additional rule conditions system disposition codes
• File attachment support via URL for Architect digital bot flows
• Introducing rule-based decisions

Data, analytics, and reporting

• Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
• Journey management Knowledge and Virtual Agent events

Open platform

• Unified Experience from Genesys and ServiceNow Agent Copilot support
• Genesys Cloud Voice in Japan, Seoul, and Osaka regions

Workforce engagement

• Workforce Management (WFM) support for ACD routed workitems

Employee productivity

• Multi contextual panels
• Agent script enhancements
• Alert volume while on call setting available in main application

Account management

• SSO integrations management via SAML Metadata files
• Updated Genesys branding on login pages
• OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

• Journey Management now displays estimated analysis completion time via in-app notifications
• Column reordering within column picker in Analytics Performance views

Self service and automation

• Transfer options for Architect voice and digital bot flows

Deprecations

• Deprecation: Mobile Messenger legacy Android and iOS code removal
• Deprecation: Pointillist

Employee productivity

• Multi contextual panels

Customer engagement

• Configurable outbound routes now available for customer first callbacks

Self service and automation

• Knowledge workbench V2 accessibility improvements
• Introducing Virtual Agent performance dashboard
• New metrics for Architect bot and digital bot flows in the Optimization dashboard
• Enhanced AI-powered slots for virtual agents

Workforce engagement

• Unlimited archived recording restorations

Deprecations

• Deprecation: Update a user’s presence without permission restrictions
• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Employee productivity

• Multi contextual panels
• Call forwarding enhancements with group search functionality

Account management

• Audit SAML authentications
• Increased SSO integrations allowance per identity provider

Customer engagement

• Messenger individual application provisioning and configuration redesign
• WhatsApp’s per message pricing update

Workforce engagement

• Policy-based station-side call recording
• Evaluation data access via consolidated reporting views
• Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

• Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Account management

• Enhanced groups profile configuration

Customer engagement

• Sort contacts by priority in skills-based dialing for progressive campaigns
• Sort contacts by priority for skills-based dialing in Preview campaigns
• Workitems List View filter enhancements
• Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

• Improved readability of native voice transcription in Spanish language transcripts
• Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

• New Genesys Cloud Voice phone number inventory report
• Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

• Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
• Genesys Cloud Virtual Agent language support for Italian
• Introducing Guides in AI Studio
• Introducing AI Studio

Workforce engagement

• Workforce management capacity planning

Deprecations

• Deprecation: Mobile Messenger SDK localization files storage
• Deprecation: BYOC Premises Edge Remote Survivability

Employee productivity

• Multi contextual panels
• Fax interface update

Customer engagement

• Architect digital bot flow time picker support
• Genesys Cloud Social support for Instagram
• Web Messenger support for time slot picker
• Retention of library selection in the Canned Responses Admin page
• Updated pricing for social direct messages, SMS, and agentless outbound email
• Enhanced email administration user interface

Data, analytics, and reporting

• AI Insights at a glance
• New digital response time and engagement metrics

Workforce engagement

• Evaluate up to 50 interactions per agent daily with AI Scoring
• Multiple answer selection in evaluation form questions

Deprecations

• Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
• Deprecation: Workforce management historical data delete job API endpoints

Employee productivity

• Multi contextual panels
• Agent Copilot summary API metrics and edited summaries

Customer engagement

• Configurable X integration sizes and new entry size
• Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

• Enhanced Performance dashboards with real-time agent status counts by work team
• AI insights about reasons for customer sentiment

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Email administration user interface enhancements
• Retry configuration for unsuccessful customer first callbacks

Employee productivity

• Multi contextual panels
• Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

• Automatic role assignment for reactivated users

Self service and automation

• Content-based search for non-English knowledge base articles
• Architect help panel

Workforce engagement

• Enable audio selection with screen recordings in playback

Deprecations

• Deprecation: Analytics Transcripts Query Endpoint API

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Next Contact Avoidance (NCA) in predictive routing

Employee productivity

• Multi contextual panels
• Agent Copilot configuration experience improvements

Account management

• Division assignment for external contacts and external organizations

Data, analytics, and reporting

• Save static interaction lists in Content Search
• Dedicated API endpoints for schema metadata retrieval

Open platform

• Phone book support in the Omni-Channel widget for CX Cloud
• Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
• Configurable timeout for data actions

Workforce engagement

• Enable audio selection with screen recordings in playback

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Introducing outbound WhatsApp campaigns support

Employee productivity

• Multi contextual panels
• Conversation details for agents
• Prevent agents from staying on queue without a selected station

Account management

• Attribute-based access control

Data, analytics, and reporting

• View average sentiment score across performance views
• Retrieve Estimated Wait Time (EWT) by label
• Analytics agent activity API filter and sort agents based on conversation activity
• Agent Timeline Detail view

Open platform

• Sync external email interaction data in Genesys Cloud EX
• Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Workforce engagement

• Add or remove individuals from automatic development and feedback modules assignment
• Gamification Contests

Self service and automation

• Query jobs API typeId as a primary filter and increased filter limits

Deprecations

• Deprecation: Amazon Lex V1 bot integration

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Non-default content profile support for SMS

Employee productivity

• Multi contextual panels
• Improved accessibility in Tempo
• View possible shifts in the Genesys Tempo mobile app
• Notes panel improvements
• Wrap Up panel usability improvements 

Account management

• Introducing the Genesys Cloud CX 4 license

Data, analytics, and reporting

• On demand voice and digital transcript translation
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Open platform

• Script support in the CX Cloud from Genesys and Salesforce integration

Workforce engagement

• AI scoring in evaluation forms
• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification

Employee productivity

• Multi contextual panels
• Notes panel improvements
• Wrap Up panel usability improvements 
• Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
• Agent Copilot Dictionary Management
• Display external contact names in call history and voicemail inbox
• Enable message pinning in Collaborate chat

Account management

• User settings page displays the last login date and time
• Voice transcription combined offer
• Simplified license usage logic

Data, analytics, and reporting

• Native voice transcription support for Hebrew

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Configure max calls per agent with decimal precision
• Recurring outbound campaign schedules
• Script support for workitems

Account management

• Customize inactivity timeout settings

Data, analytics, and reporting

• Topic miner Swiss German language support
• Improved attribute lists view for Journey Management events
• Configure performance dashboard widgets with work team and reports-to filters
• Filter customer journey data using numbers

Employee productivity

• Enhanced email input fields

Self service and automation

• Portuguese language support in Architect

Workforce engagement

• Workforce management historical data import improvement
• Assign coaching without workforce management scheduling
• Workforce management activity codes for coaching and learning

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• External contacts profile panel refresh
• Interactive WhatsApp templates with images and dynamic call-to-action buttons
• Automatic time zone mapping support for Genesys Cloud and Salesforce Integration

Account management

• Login banner added to Genesys Cloud login screen

Workforce engagement

• Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

• Deprecation: Legacy ACD web chat (version 1)
• Deprecation: Legacy co-browse and screenshare

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification

Account management

• Control scripts access based on division membership

Data, analytics, and reporting

• Native voice transcription support for Swiss German
• Improved native voice transcription accuracy for Spanish

Employee productivity

• Voicemail push notifications in Communicate mobile app

Open platform

• CX Cloud from Genesys and Salesforce language support
• Supporting links for operational event details

Self service and automation

• Track and optimize flow size with enhanced insights

Workforce engagement

• Improved workforce management schedule editor agent filter and sort
• Workforce management weekly staffing requirements with ABM forecasts
• Improved deferred workload prediction algorithm

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Authenticated messaging enabled for Mobile Messenger
• View Mobile Journey Tracking for enhanced agent insights
• Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

• Audit Viewer granular detail of role changes

Customer Engagement

• Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

• Preview active emails in queue and parked emails
• Collaborate chat hyperlink ability

Open platform

• Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

• Capture slot values via LLMs with Genesys Virtual Agent
• Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

• Workforce management activity smoothing and schedule variability

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Enable UUI retrieval from outbound call responses

Account management

• Genesys Cloud self-certifies for the EU-U.S. Data Privacy Framework

Data, analytics, and reporting

• Journey Management filter and display options

Employee productivity

• Improved agent messaging interface
• Keyboard support for DTMF input in embedded framework

Deprecations

• Deprecation: Supervisor for iPad app

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Active callback columns for performance views

Account management

• Simplified customer firewall requirements

Data, analytics, and reporting

• Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

• Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
• Multi contextual panels

Self service and automation

• Introducing Genesys Cloud Virtual Agent
• Drag and drop in Architect builders
• Content based search for knowledge articles

Workforce engagement

• Workforce management read-only continuous forecasting
• Configurable time-to-live (TTL) for auto-generated recording URLs

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Voice surveys after customer interactions

Data, analytics, and reporting

• Journey flows tab in Architect for outbound call, inbound email and message flows

Open platform

• Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

• Disable automatic hinting in Architect bot flows

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Automatic time zone mapping support for European organizations
• Rule conditions and advanced capabilities for campaign rules
• Identifier claim management for external contacts

Account management

• Telephone resource limits in Admin UI

Data, analytics, and reporting

• Interactive charts for journey analysis

Employee productivity

• Supervisor access to voicemail metrics

Workforce engagement

• Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
• Manually assign work plans with future effective dates

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

Account management

• Improved Genesys Cloud storage cost calculator

Data, analytics, and reporting

• Content Search lookback for words and phrases extended to 60 days
• Flow insights overlay for flow performance analysis

Employee productivity

• Disable WebRTC audio and alert notifications in the embedded client
• Preferred device profiles
• Improved summarization readability and efficiency for agents

Open platform

• Guided setup experience for CX Cloud installation

Self service and automation

• Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

• Enhanced agent and supervisor activity overview screen
• Workforce management notifications for process automation triggers
• Workforce management Business Unit/Management Unit and Time Zone placement in views

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
• Deprecation: Google Agent Assist for Genesys Cloud

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Notification topic for outbound message delivery failures
• Customer-first callback option
• Step-up authentication during web messaging sessions

Account management

• Genesys Cloud Unified License for Virtual Network Operators for India region

Data, analytics, and reporting

• Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

• Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

• Resize images and tables in knowledge workbench articles

Account management

• Counted limits monitoring and alerts
• WebRTC Media Helper enabled by default with allowed IP addresses feature
• Custom inbound data filtering rules for digital channels

Customer engagement

• Prerequisites in expandable section of Resource Center articles
• Park email interactions

Data, analytics, and reporting

• Dashboard Owners page
• Increase quality management topic limit to 5000 on request
• Journey management with Funnel analysis

Open platform

• Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

• Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

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

Data, analytics, and reporting

• Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Customer engagement

• Skills-based dialing in power and predictive outbound campaigns
• Work Automation performance views enhancements
• Granular campaign control permissions
• Interaction routing based on predictive scores

Self service and automation

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

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

Account management

• Simplified customer firewall requirements

Customer engagement

• Enhanced message delivery status in messenger widget

Employee productivity

• Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
• Insights app for iOS
• Direct voicemail non-ACD call transfer for enhanced call management

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), and Swedish language support

Workforce engagement

• SCORM 1.2 learning standard conformance
• Learning module improvements

Deprecations

• Deprecation: ACD Web Chat 2.0 (Rest API)
• Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

Account management

• Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

• Email notifications for expiring and expired scheduled exports
• Introducing Architect Journey Flows for inbound and secure call flows

Open platform

• Genesys Cloud Voice currencies and inbound list pricing regional availability
• Poly VVX hostname format

Self service and automation

• Enhanced AudioHook Monitor configuration and migration process

Self service and automation

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

Deprecations

• Deprecation postponement: Legacy alerting system

Account management

• View all groups permission

Data, analytics, and reporting

• United Kingdom Genesys Cloud SMS users
• Interaction categories for interaction analysis

Customer engagement

• File attachments via supported content profile
• Queue segmentation of canned responses
• Re-use SMTP connections in outbound email

Self service and automation

• Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

• Supervisor WEM dashboard

Account management

• Web surveys in Genesys Cloud EX

Data, analytics, and reporting

• Analytics data masking options
• Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages
• Improved sentiment analysis for French and Spanish languages
• Speech analytics in Genesys Cloud EX
• Agent empathy analysis

Employee productivity

• Agent desktop email user interface enhancements
• Headset call control buttons in embedded clients

Deprecations and announcements

• Deprecation: Legacy historical adherence query route
• Deprecation: Native LINE third-party messaging channel

Account management

• Operational console to monitor and view operational events

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

• Enhanced search capability within skill expression groups

Workforce engagement

• Leaderboard view disabled for organizations with disabled gamification
• Change forecast associated with a schedule
• Recording bulk action API improvement for aged recording management

Deprecations and announcements

• Deprecation postponement: Legacy alerting system

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

Account management

• Control wrap-up code access within divisions

Customer engagement

• Outbound dialing contact list builder
• Mobile customer journey tracking
• Improved call analysis response performance
• Mobile app event orchestration

Data, analytics and reporting

• Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
• Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Open platform

• CX Cloud from Genesys and Salesforce integration

Self service and automation

• Knowledge workbench V2 Japanese language support

Workforce engagement

• Improved Automatic Best Method (ABM) forecasting accuracy
• Average Talk Time gamification metric
• Learning modules with rich text format
• Supervisor insights improvements

Deprecations and announcements

• Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
• Deprecation: Genesys Cloud SSO certificate expiry

Account management

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

Customer engagement

• Increased support for non-E.164 format phone numbers in Single Customer View
• In-queue and scheduled callback automation
• Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

• Topic miner French language support
• Mine for new trending topics in email interactions
• Sentiment Analytics data in Agent/Queue/Flow Topic views
• Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Workforce engagement

• Screen recording available in Genesys Cloud CX 1 license

Customer engagement

• Messenger support for Estonian, Latvian, and Lithuanian
• External contact management user interface refresh

Data, analytics and reporting

• Improved voice transcription accuracy for Portuguese (pt-PT and pt-BR)
• Agent, Queue, and Flow topics summary view enhancements

Employee productivity

• Improved Collaborate for iOS search experience
• Real-time monitoring for web messaging channels

Self service and automation

• Sort and filter intents and utterances in Architect bot flows and digital bot flows

Workforce engagement

• Bulk archive recordings through recording bulk action API

Deprecations and announcements

• Deprecation: Native LINE third-party messaging channel

Account management

• Division-aware configuration objects default to all divisions
• Assign divisions to secondary statuses
• User settings page displays the last login date and time

Customer engagement

• GCV outbound fraud protection

Data, analytics and reporting

• New speech and text analytics permissions
• Agent empathy analysis API for English transcripts
• New analytics dashboard metrics
• Messenger co-browse toolbar improvements
• Remove agents who deselect their phone from the queue

Employee productivity

• Agent target selection interface and workflow improvements

Workforce engagement

• Assign division specific secondary status codes for agents

Account management

• The User Settings page displays the last login date and time
• Regional Genesys location as default directory location
• iRAP protected compliance assessment

Customer engagement

• Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

• Trigger alerts based on the number of agents currently in queue

Self service and automation

• Architect knowledge configuration improvements
• Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

• Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
• Search Audits APIs deprecation
• Deprecation: Removal of Utilize Load Based permission

Data, analytics and reporting

• Improved native voice transcription accuracy for specific French dialects
• Improved native voice transcription accuracy for specific Spanish dialects

Open platform

• Ringtone selection for call alerts

Self service and automation

• Centralized import and export for knowledge workbench V2
• Preview knowledge workbench V2 articles
• Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

• Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients