Genesys Cloud – Contact center category
List of the Genesys Cloud release notes that include Contact center updates.
Contact center
- Additional voice transcription accuracy improvements for Japanese
- Sensitive Data Masking for voice interactions
- Additional CX 1 Digital Add-On II capabilities
- Co-browse for web messaging read-only fields and buttons
- Dashboards summary page enhancements
- Dashboard management for administrators
- Knowledge follow-up tasks in bot flows and digital bot flows
Integrations
- Amazon LexV2 integration available in the FedRAMP region
Deprecations and announcements
- Search Audits view deprecation
- BYOC Cloud TLS X.509 certificate renewal
- Certificate Authority change for Microsoft Teams integration
- Release Notes category improvements
Contact center
- Force stop button in digital campaign management
Integrations
- Limitation for JSON objects depth in data action service
Platform
- Trigger inclusion in Genesys Cloud CX 1 license
Contact center
- Updated WhatsApp pricing structure
- Copy and share interaction transcripts
- Web messaging inbound custom attribute size limit requests
- SMS short code number in France
- Improved workload balancing in predictive routing
Integrations
- Two score-setting options for ranking waiting interactions
Platform
- PCI DSS recertification
- Genesys Cloud WhatsApp Embedded signup self-service onboarding
- Subscribe to events from the Operational Console
Deprecations and announcements
- Deprecation: Outbound Search Audits view
- Mandatory SMS US and Canada registration
Contact center
- Agent evaluation details export generation for multiple agent
- Workforce management business unit and service goal template impact override settings
- Increased limits for workforce management dimensions
- Topic miner Spanish language support
Communicate
- Polycom Zero Touch Provisioning
- Specify a Canadian address as a remote emergency address
Contact center
- Collaborate chat quick access for recent chat messages
- Real-time Interactions data export
Integrations
- Sentiment analysis in Google Cloud Dialogflow CX integrations
Platform
- Suppress call recordings during IVR flow and in-queue segments
Contact center
- Architect user interface refresh
- Configure new conditional group routing method
- Touchpoint variations for knowledge workbench articles
Platform
- Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level
Contact center
- Extended voice transcription services support for additional English dialects and German Switzerland
- Improved native voice transcription accuracy for specific English dialects
- Trigger Process Automation from any Evaluation State Change
- Assign a permission to grant a role to a user by division
Deprecations and announcements
- Deprecation of legacy Dialog Engine postponement
Contact center
- Call recording and quality management support in Genesys Cloud EX
Deprecations and announcements
- Deprecation: CX digital agent workspace
Contact center
- Authenticated web messaging for verified users
- Auto answer for digital interactions on queues
Deprecations and announcements
- LiveNow permission change
- CIDR IP address range for cloud media services expansion
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Drill down to dashboard performance views
- Real time alerting based on agent’s after call work duration
- Improved dashboard create and edit options
- Show or hide top viewed articles in Support Center
- Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows
Platform
- Resource Center improvements
- Telephony Extensions now support Divisions
Deprecations and announcements
- Legacy alerting system deprecation
- External Contact directory pages external organization logo removal
Collaborate
- Support for MDM browser authentication for Collaborate for iOS
Contact center
- Workforce management time-off requests user interface improvements
- Improvements to playback screen recordings
- Workforce management and HR Integration System (HRIS) integration
- Modify the default whisper tone in Architect
- Real-time alerting for waiting interactions
- Introducing improved alerting
Integrations
- Client information in the embedded clients interaction window
Deprecations and announcements
- Journey customer service deprecation
Contact Center
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support
Deprecations and announcements
- Knowledge workbench V1 deprecation
- Genesys Dialog Engine deprecation postponement
- Mandatory US and Canada SMS/MMS registration
Communicate
- Message Waiting Indicator improvements
Contact Center
- Improved voice transcription accuracy for English language regions
- Gamification metrics creation workflow improvements
- Enhance predictive routing accuracy with participant data
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support
Integrations
- Support for JSON format output in trigger notifications
- Trigger creation support for user activity topic
Deprecations and announcements
- JourneyCustomer cookie ID from GDPR API subjects response deprecation
- LiveNow permission change
Communicate
- Additional ringtone options for Communicate for iOS and Android
Contact Center
Integrations
- 8×8 integration
Contact Center
- Historical adherence and shrinkage view updates for teams
- Route email to multiple destinations
- Improved analytics email data with CC/BCC details
Deprecations and announcements
- Search Audits view deprecation
- Search Audits APIs deprecation
Communicate
- Support for MDM browser authentication for Communicate for iOS
Contact Center
- Additional voice transcription accuracy for Arabic
- Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
- Automatically reschedule time zone skipped contacts
Platform
- Identify unused roles and permissions in the Admin UI
- Display number of interactions routed via non-predictive routing method due to timeout
Deprecations and announcements
- BYOC Premises—Customer VM Solution deprecation
Contact Center
- Generative AI to summarize agent digital interactions
- New workforce management scheduling menu
- Automatic language detection for digital interactions
- Show or hide top searched articles in Support Center
- Bulk changes to knowledge base question and answer articles
- Copy an existing evaluation or web survey form
- Customer Journeys tab in the Interactions View
- Canned responses source code/HTML editor
- Access to Queue Agent Details View by division membership
Integrations
- Introduction of OAuth 2.0 for custom SMTP integration
Deprecations and announcements
- Customer journey tab replacement
Platform
- Single sign-on configuration enhancement
Contact Center
- Campaign performance views for agents
- Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
- Add Max No Input task to Architect bot actions
- Performance insights view
- Filter by evaluation form name
Integrations
- Nuance Mix integration support in Australia
Contact Center
- External contacts Profile tab updates
- Import question and answer FAQs from URLs
Platform
- Automatic inactivity timeout improvement
- Maximum voicemail recording length setting
Contact Center
- Introducing the Data Actions Performance views
- Introducing new Topic tab in agent, queue, and flow summary and detail views
- Extended voice transcription services support for Arabic and Hebrew right to left languages
- Topics and phrases support for Arabic right to left languages
- Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
- Data action in rule conditions for digital campaigns
- Notification message for conversation disconnect
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
Communicate
- Built-in Genesys Cloud WebRTC diagnostics application improvements
Contact Center
- External contacts Profile tab updates
- Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
- Archive and unarchive learning modules
Integrations
- Automatic regionalization of endpoints for existing Google Cloud TTS and STT integrations
- Custom voices support for the Google Cloud Text-to-Speech integration
Deprecations and announcements
- Static data actions for web service data actions integration removal
Communicate
- Transcription for Communicate voicemails
- Active speaker indicators
Contact Center
- Additional voice transcription accuracy improvements for Spanish
- Approve time-off requests based on agent hire date
- Evaluation source in evaluation cards
- Enhanced pagination control in analytics workspace views
- Queue Performance Summary chart view
- Metric values in views with duration statistics
- Transcription for Communicate voicemails
- Restricted access to details about predictive routing agents
- Delete a knowledge base
Deprecations and announcements
- Deprecation of select filters in Analytics API in Predictive Engagement
Contact Center
- Topic spotting improvement
- Extend after call work (ACW) timeout settings to digital channels
- Agent requested after call work (ACW) option
- After call work (ACW) analytics for callbacks improvement
- Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
- Genesys natural language understanding (NLU) improvements
Integrations
- Genesys AppFoundry improvements
Deprecations and announcements
- Static data actions for web service data actions integration
- Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation
Collaborate
- Set time to return to previous status after users disconnect and reconnect
Communicate
- US and Canada numbers available for Genesys Cloud Voice EMEA Regions
Contact center
- Introducing Genesys Cloud Background Assistant for screen recording with the web app
- Introducing regional storage for call recordings
- SSML support in Genesys Dialog Engine Bot Flows
- New Search endpoint
- New variables and improvements for scripts
- Improved do not contact (DNC) list functionality to support custom values
- Communicate call classification update
Contact center
- Introducing homescreen configuration for Messenger
- Knowledge articles in Messenger
- Agent Log-in Log-out report
- Status duration data for agents
- Analytics workspace improvements
- Delayed reaction triggers for process automation
Platform
- Hong Kong, Jakarta, and Paris satellite region deployment
Deprecations and announcements
- Mandatory US and Canada SMS/MMS registration
- Deprecation of select filters in Analytics API in Predictive Engagement postponement
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
- CIDR IP address range for cloud media services expansion
Communicate
- Require the WebRTC Media Helper
- WebHID technology for Jabra headsets re-enablement
Contact center
- Improved interval granularity for a specific time span during performance metrics exports
- Improved module scheduling
- Scorecard tab improvements in the agent activity view
Deprecations and announcements
- journeyCustomer cookie id from GDPR API subjects response deprecation
- Customer journey tab replacement
- Genesys legacy Dialog Engine deprecation
- Knowledge workbench V1 deprecation
Contact center
- Status metrics for multiple queues on Performance Dashboards
- Support for capitalization and punctuation in native voice transcription for English transcripts
- Improved sentiment analysis for English
- Knowledge workbench Dutch language support
Deprecations and announcements
- CIDR IP address range for cloud media services expansion postponement
- Canned reports deprecation date updates
Contact center
- Automatic knowledge surfacing with Genesys Agent Assist
- Cards and carousels in the CX digital agent workspace
- Images and email addresses as hyperlinks in knowledge base articles
- Jump to reusable tasks in Genesys Dialog Engine Bot Flows
- Encrypt and decrypt data in Architect flows
- Mine topics from messaging transcripts
- Intent miner German language support
Contact center
- Participant names and avatars in Genesys Messenger
- Sentiment data in Topic Trends views
Platform
- Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates
Deprecations and announcements
- Windows 8 and 8.1 support for the desktop app deprecation
- Identify Journey SDK method in Predictive Engagement deprecation
- API endpoint change for local key settings in recording service
Collaborate
- Control access to the /giphy chat command
Contact center
- Callback outcomes metrics
- Evaluation Assistance
- Evaluation, survey, and assessment form builder enhancements
- Additional voice transcription accuracy improvements for Spanish
Platform
- Solutions, subscription plans, licensing, and pricing from the Resource Center home page
Deprecations and announcements
- Deprecation of select filters in Analytics API in Predictive Engagement
Collaborate
- Video setting improvements
Contact center
- Introducing the Genesys Cloud EX license
- Online Agents count metric and Owned by Me filter for Performance Dashboards
- Multiple media type filter support in views and exports
Deprecations and announcements
- Identify Journey SDK method in Predictive Engagement deprecation
- OS Family attribute in Predictive Engagement
- CIDR IP address range for cloud media services expansion
Contact center
- Specify a default panel for agent interactions
- Conversation autostart for mobile platforms
- Extended voice transcription services text decoration support
- Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
- Improved voice transcription accuracy for Japanese
- Historical adherence bulk request
Deprecations and announcements
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
Contact center
- Co-browse for web messaging
- Automatic email signatures in canned responses
- Enhanced canned responses editor options
- Rich media in knowledge base articles
- Genesys Cloud native text-to-speech (TTS) French and Spanish support
Integrations
- Introducing the Google Cloud Speech-to-Text (STT) integration
- Microsoft Teams integration enhancements
Platform
- Single sign-on configuration enhancements
Deprecations and announcements
- OS Family attribute in Predictive Engagement
- Windows 7 support for the desktop app deprecation
- Canned reports deprecation date updates
- CIDR IP address range for cloud media services expansion postponement
Communicate
- WebHID technology for Jabra headsets
- Telephony administrator user interface updates
Contact center
- Genesys Agent Assist available in Genesys Cloud Embedded Clients
- Import and export knowledge base articles in additional formats
- No input timeout settings in Genesys Digital Bot Flows
- Call digital bot flows from Architect in-queue message flows
- Sentiment data in Agent Queue Detail and Queue Agent Detail views
- Topic spotting improvement
- Japanese programs, topics, and phrases support
- Usability improvements to messaging and email in the Transcript tab
- Genesys Cloud forecasting user interface updates
Deprecations and announcements
- Genesys Cloud SSO certificate expiry
- CIDR IP address range for cloud media services expansion
Communicate
- Ringtone options for web and desktop apps
Contact center
- Predictive routing queue impact report
- Limited details for interactions older than 1.5 years available in all regions
- Auto search for callbacks and outbound campaign calls in the Profile panel
- Offset parameter added in recording bulk job API
- Do Not Contact list endpoints for record removal
- Genesys Messenger support for Hebrew
- Tempo icon in Genesys Cloud
- Workforce management time-off plan accessibility improvements
- Knowledge workbench V2 accessibility improvements
Deprecations and announcements
- Microsoft Edge Legacy browser support deprecation
Contact center
- Introducing topic mining
- Historical shrinkage data
- Filter by topic dialect
- Work plan information in agent schedule views
- Messenger headless support
- Increased email size limit for custom AWS integrations
- Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
- Microsoft Azure Cognitive Services TTS in Architect secure flows
- Email configuration UI updates
Communicate
- Opt out of voicemail and replace system audio for the default Architect voicemail flow
Contact center
- Genesys Agent Assist in agent workspaces
- Delayed arrival notifications to supervisors in Genesys Tempo™
- Coaching appointment configuration improvement
- Improved voice transcription accuracy for Spanish
- Limited details for interactions older than 1.5 years available in select regions
Platform
- IP addresses for data actions integrations automatically allowed
Contact center
- 988 Suicide Hotline number plan available for all organizations
- Analyze feedback from the knowledge optimizer
- Google Cloud Dialogflow CX Resell integration in Architect secure flows
- Genesys Tempo™ employee access settings
Communicate
- International number plans as outbound routes changes
Contact center
- Introducing Genesys Cloud digital licenses
- Agentless email notifications
- Outbound email campaigns
- Delivery status receipts for outbound email campaigns
- Manage time zones for outbound email campaigns
- Increased email size limit for custom SMTP integrations
- New filters and columns in Content Search view
- AudioHook billing for active use only
- Cumulative uploads of external metrics for performance scorecards
Deprecations and announcements
- API endpoint change for local key settings in recording service
- CIDR IP address range for cloud media services expansion
Contact center
- Predictive routing benefit assessment for preferred agent routing
- Destination address dimension in Conversation Detail record
- Workforce management UI accessibility improvements
Deprecations
- API default profile change for gamification metrics
Contact center
- Analyze feedback from the knowledge workbench
- Hyperlinks in knowledge base articles
- Typing indicators available for Messenger Transport Mobile SDK
- Arabic voice transcription support
Deprecations
- Genesys Cloud SSO certificate expiry
- CIDR IP address range for cloud media services expansion
Contact center
- Single customer view powered by identity resolution available in all regions
- Introducing Genesys Enhanced Text-to-Speech integration
- Shift trading on iOS and Android devices
- Secure bot flows in Architect
- Audit log viewer for action maps
- Agent Locale Scripter variable for agent’s chosen language
- Sentiment feedback, content search, and Interactions view icon updates
Contact center
Platform
- API Explorer refresh
- Updated Genesys Knowledge Network
Contact center
- Cards for bot conversations
- Carousels for bot conversations
- Manually assign waiting interactions
- Routing metrics added to Queue Agent Detail and Agents Queues Detail views
- Interactions views fax column and filter
- Microsoft Azure Cognitive Services text-to-speech (TTS) integration
Platform
- Improved user activity indicators
- Genesys Cloud subscription name updates
Deprecations
- API default profile change for gamification metrics postponement
Contact center
- Single customer view powered by identity resolution available in select regions
- Predictive Engagement outcome value configuration and reporting
- Extended voice transcription services
- Agent status widget improvements
- Web messaging image copy and paste
- Extend Bot Connecter PostUtterance response timeout
Platform
- Process automation triggers
Collaborate
- Video chat participant notifications
Contact center
- Introducing the Knowledge Performance dashboard
- My Interactions view for agents
- Genesys Messenger conversation auto-start
- Audience size estimator for action maps in Predictive Engagement
- Test regular expression slot types before implementation
- Nuance Mix integration in Architect secure flows
- Amazon Lex V2 bots in Architect secure flows
- Google Cloud Dialogflow CX bots in Architect secure flows
- Nuance TTS integration in Architect secure flows
- Genesys Enhanced TTS in Architect secure flows
- 988 Suicide Hotline number plan available with Genesys Cloud Voice
- Genesys Messenger support for Portuguese
- Intent miner French language support
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Queue administration user interface improvements
- Detected Topics gamification metric
- Set Content Template action type added to digital rules for outbound digital campaigns
Platform
- Google Fonts API usage change for GDPR compliance
Communicate
- Genesys Cloud WebRTC diagnostics app improvements
Contact center
- Genesys Digital Bot Flows
- SMS message delivery status
- Reset agent personal bests in gamification
- Genesys Dialog Engine Bot Flows support for Portuguese
- Improved voice transcription accuracy for Dutch
Integrations
- Cross-region export option for AWS S3 recording bulk actions integration
Contact center
- Introducing knowledge workbench version 2
- Optimize the knowledge base
- Introducing support center
- Knowledge workbench version 2, knowledge optimizer, and support center language search support
- Interaction data retention time improvement
Contact center
- List variables for agent script designers
- Web messaging typing indicators setting
Deprecations
- Windows 7 support for the desktop app deprecation
- Website visitor count API change
Contact center
- Copy a development and feedback module
- Genesys Beyond module enhancements
- Configure setting to reduce latency of transcripts sent through Notifications API
- Messenger Transport Mobile SDK
- Use self-managed AWS Key Management Service for conversation data encryption
Platform
- South America (São Paulo) region deployment
Deprecations
- Microsoft Edge Legacy browser support deprecation
- Website visitor count API change
Contact center
- Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
- Custom payload for Google Cloud Dialogflow speech models
- Analyze predictive routing decisions
- Dynamic contact list sorting during a running campaign
Platform
- Improved phone number validation in Directory profiles
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Genesys Dialog Engine Bot Flow Insights and Optimizations menu
Integrations
- Introducing Genesys Cloud for Microsoft Teams
Platform
- Windows 11 support for the desktop app
Contact center
- Skill expression groups available in select regions
- Pre-contact and post-contact rule sets for outbound digital campaigns
- System Dispositions condition type added to call rules for outbound dialing campaigns
- Cover art for development and feedback modules
- Query historical adherence data via GET request for workforce management
Collaborate
- Genesys Cloud video chat setting improvements
Communicate
- Introducing BYOC Premises Customer Hardware Solution
- Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
Contact center
- Topic trends summary and detail views
- Agent ACD skills and language proficiency routing improvement
- Improved default program list in speech and text analytics settings
- Japanese voice transcription support
Deprecations
- Website visitor count API change
Contact center
- Introducing contact center work teams
- Predictive routing queue detail report
- External metrics for performance scorecards
- Topics and sentiment metrics consolidation
- Amazon Lex integration in Canada (Central) AWS region
Integrations
- SMTP server integration email error notifications to agents
Platform
- Automatically log out inactive users
Communicate
- Introducing Global Media Fabric
- LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
- New Poly CCX supported phones
Contact center
- Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
- Improved module assignment workflow
- Adjust wrap-up codes and notes using the API
Contact center
- Reset and reassign development and feedback modules
- Interaction evaluation form version tracking
- Blocked offer views for Predictive Engagement journey action maps
- Rich text formatting in bot messages
- Interactions UI improvement
- Intent miner Spanish language support
- Web chat widget support for Google Fonts
Deprecations
- Canned reports deprecation
- API default profile change for gamification metrics
Contact center
- Improved wait time for call recording download and playback
- Prioritize order of performance and development information in Agent activity view
- Amazon Lex integration in Asia Pacific (Tokyo) AWS region
Deprecations
- Bridge integrations deprecation
- Website visitor count API change
Contact center
- Workforce management forecast modification limit increase
Integrations
- Google Cloud Dialogflow CX Resell available in AppFoundry
Platform
- Optionally disable built-in application authorizations
Contact center
- Korean programs, topics, and phrases support
Integrations
- Use trigger endpoint with Google Cloud Function data actions
Communicate
- Use Genesys Cloud desktop app to run WebRTC Media Helper
Contact center
- Agentless WhatsApp notifications
- Define gamification profile metrics for media type and queue
- Assessment data in agent development views
- Additional customer information in Queues Activity Detail view
Platform
- Developer tools refresh
Contact center
- Introducing AudioHook Monitor
- Mandatory US and Canada SMS toll-free number verification
- Retrieve estimated wait times for different media types in Architect flows
- Use random functions in Architect decision actions
- Parity in agent performance views with agent metrics reports
- Export and import forecast in user-selected time zone for workforce management
- Secure pause recordings when not a conversation participant in Conversations API
Platform
- Enable automatic capture of console logs for troubleshooting
Deprecations
- Agent interaction UI collapse/expand control removal
Communicate
- Introducing hybrid telephony connections
Contact center
- Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
- Recycle a digital campaign
- Enhanced customer journey view for Predictive Engagement administrators
- Shrinkage Reporting API for workforce management
- Ability to provide feedback to sentiment analysis in French dialects
- Dutch programs, topics, and phrases support
Integrations
- Amazon EventBridge topic for wrap-up codes
- Amazon EventBridge topics for external contacts and after call work events
Platform
- Updated icons in the Genesys Cloud UI
Contact center
- Workforce management agent schedule enhancements
- Expanded inbound MMS support for SMS messages
- Outbound MMS support for SMS messages
- DNC.com integration for Do Not Contact lists enhancements
- Performance report for queues with predictive routing
- Ability to remove PII from voicemail and fax notifications
Integrations
- Amazon EventBridge topics for conversation and flow metrics
Platform
- API usage report
- CX as Code support for Architect flows
- Genesys Cloud fair use policy documentation improvement
Deprecations
- Deprecation of workforce management time-off requests for non-consecutive days
Contact center
- Authenticated web messaging
- ”Bring your own keys” for recording encryption
- SSML support for language capabilities in Genesys Dialog Engine Bot Flows
- Toll-free number and long code support in NANP for outbound SMS campaigns
- Map secondary presence statuses to workforce management activity codes
- Workforce management view adherence permission
Deprecations
- Workforce management adherence permission change
Contact center
- Filter interaction transcripts by detected topics in Content Search view
- Audit log viewer for workforce management time-off limits and time-off plans
Contact center
- Additional learning and coaching permissions for supervisor and administrator roles
Deprecations
- Website visitor count API change
Communicate
- Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)
Contact center
- Inline images in canned responses
- Ability to disable call analysis and answering machine detection
- Email, message, and chat transcript enhancements
- Configure workforce management activities as interruptible for coaching
Deprecations
- Workforce management adherence permission change
Contact center
- Predictive routing for email interactions
- Predictive routing for message interactions
- Coaching UI improvements
- Coaching and learning by division access
- Architect Flush Audio action
- Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
- Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish
Platform
- The Developer Center has a new look
- Introducing Developer Center Notifications Monitor
Deprecations
- Deprecation of workforce management time off requests for non-consecutive days
Contact center
- Introducing analytics workspace
- Average Hold Handled and ACW Handled columns in Performance views
- Improved customer sentiment scoring
- Workforce management import service enhancement
- Configurable Messenger position for web messaging
- Web messaging delivery status notifications
- Campaign and campaign sequence schedule improvements
Platform
- US East 2 (Ohio) region deployment
Deprecations
- Agent interaction UI collapse/expand control removal
Contact center
- Introducing Architect in-queue flow support for digital flows
- Architect data table permission enhancements
- Customize inbound message flow based on action map
- Assign to me option for quality management evaluation assignment
- Portugal Portuguese voice transcription support
- Portugal Portuguese programs, topics, and phrases support
Contact center
- Introducing Architect built-in voicemail flow
- Flow milestone views and flow outcomes and performance view updates
- Scheduled Callbacks view improvements
- Expanded workforce management audit log details
- View the creation date and time of a schedule or forecast
- Inspirational quotes replacement
Integrations
- Maximum instances per organization for Amazon EventBridge integration
Deprecations
- Horizontal script panel in agent interaction UI removal
- Workforce management adherence permission change
Contact center
- Content offers on Predictive Engagement single snippet
Platform
- Genesys Cloud offer packaging and pricing changes
- BYOC Cloud pricing model changes
- Fair use voice transcription pricing changes
Contact center
- Agent-owned callback requests and Scheduled Callbacks view
- Skill matching for predictive routing
- Dutch and Korean voice transcription view and search support
Deprecations
- Architect Get Journey Sessions by customer action removal
Contact center
- Workforce management adherence reporting usability enhancements
- Not Responding filter and columns in Interactions views
Contact center
- Introducing Agent Assist in select regions
- Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
- Workforce management shifts and shift history management enhancements
- Update ACD and language skills on an interaction in a queue with Routing API
Deprecations
- Workforce management time-off requests for non-consecutive days deprecation
Contact center
- Limited PII masking in Performance views and exports
- Access to agent management across divisions
- Manually assign interactions across queues
- Polish programs, topics, and phrases support
Deprecations
- API endpoint change for supported topic spotting dialects
Collaborate
- Collaborate chat improvement
Communicate
- Customize caller ID information with prioritized caller selection
Contact center
- Create workforce management schedules without a forecast
- Workforce management schedule validation error severity enhancement
- Simplified recording and quality policy configuration
- Evaluation summary in agent activity view
Integrations
- Automatic log out of single sign-on provider
Contact center
- Redesigned roster in agent interaction UI
- Performance views for Predictive Engagement action maps, segments, and outcomes
- Set skills and interaction priority in Architect in-queue flows
- Audit log viewer for workforce management time-off requests and shift trades
Integrations
- Delete data actions support
Deprecations
- Architect Get Journey Sessions by Customer action removal
Contact center
- Access control enhancement for call recording segments
Deprecations
- Workforce management adherence permission change
Communicate
- Telephony terminology changes
Contact center
- Send custom attributes with web messages
- Agentless Notification API enhancement for SMS and open messaging
- Analytics Detail Events for the EventBridge integration
- Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions
Integrations
- Salesforce Omni-Channel chat routing in Genesys Cloud
Platform
- CX as Code
Contact center
- Voice interaction coaching and monitoring
- Data actions as a voice campaign pre-call or post-call rule action
- Automatic bot responses
- Assign flow outcome within divisions
- Sentiment score metric added to Transcripts Aggregate API
- Polish voice transcription support
Deprecations
- Workforce management adherence permission change
- API endpoint change for supported topic spotting dialects
Contact center
- Quick replies for WhatsApp messaging
- Custom gamification profiles
- Workforce Engagement Management add on subscription expansion of functionality and billing change
Contact center
- Time-off enhancements for workforce management
- Ensemble model and Theta method for workforce management automatic best method forecasting
- Additional columns and filter in Queues Performance views
- Additional recording and evaluation filters and columns in Interactions view
- Development Aggregate API for development and feedback modules
- Additional French sentiment analysis support
- Screen recording download permission
Contact center
- Bot Performance views
- Routing detail columns in Performance views
- Open messaging API enhancements
Integrations
- Add non-E.164 number to Other Phone field for collaboration integrations
Deprecations
- Recording Service API metadata endpoint annotation deprecation
Contact center
- Monitor ongoing value of predictive routing
- Sentiment analysis columns in Performance views
- Additional development and feedback modules for agents
Deprecations
- Collaborate call functionality on mobile devices deprecation
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Acoustic analysis information for voice interactions in the Details tab
- Ability to provide feedback to sentiment analysis
- Audience size estimator for action maps in Predictive Engagement
Deprecations
- Max Calls replacement for BYOC Cloud trunks
- Collaborate call functionality on mobile devices deprecation postponement
Contact center
- Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
- Fair use voice transcription charges
Platform
- Cape Town Africa satellite region deployment
Contact center
- Inbound and outbound file attachment support for third-party messaging and open messaging
- Automatic time zone mapping enhancement for outbound campaigns
- Audit events in Learning and Coaching APIs
Deprecations
- Collaborate call functionality on mobile devices deprecation postponement
Contact center
- Introducing Google Cloud Dialogflow CX integration for call and message flows
- Global slot enhancement in Genesys Dialog Engine Bot Flows
- Filter by queues in My Queues Activity view
- Improved voice transcription accuracy for Spanish language regions
- Messaging file URL change
Platform
- Control agent transfer ability based on division membership
Contact center
- Add quick replies to Genesys Dialog Engine Bot Flows
- Spanish sentiment analysis support for digital interactions
Platform
- Developer Center content change log
Contact center
- Global barge-in configuration in Genesys Dialog Engine Bot Flows
- Alerting column in Performance Dashboards and Queue Activity views
Platform
- Automatically backfill roles with new permissions
- Genesys Customer Care pairing
Contact center
- Introducing quick replies for message interactions
- Arabic right to left support for web messaging
- Topics added to transcript search API
Contact center
- Channel switching in agent interaction UI
- Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
- Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
- Filter interaction transcripts by customer sentiment score and trend in Content Search view
- Audit log viewer for workforce management historical imports
Collaborate
- Content management file sharing URL change
Communicate
- SRV record support for TLS for BYOC Cloud trunks
Contact center
- Assign Google Dialogflow bot events for canceled interactions
- France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
- Email reply enhancement
Platform
- Cape Town Africa satellite region deployment
- Assign schedules, schedule groups, and call routing objects within divisions
- Standardized client SDK logging and configuration
Deprecations
- API endpoint change for supported topic spotting dialects
Communicate
- Conversation header support for BYOC Cloud trunks
- DID number port increase for Genesys Cloud Voice
Contact center
- Update ACD and language skills on an interaction in a queue with Routing API
Platform
- Assign data tables within divisions
Deprecations
- Max Calls replacement for BYOC Cloud trunks
Contact center
- Introducing knowledge workbench
- Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
- External tag filter for interactions in Performance views
- Filter digital interactions by media type in Content Search view
- Access workforce management in forecasting historical data via API
Platform
- Proof Key for Code Exchange grant for OAuth 2 authorization
Communicate
- Call history enhancements to mobile devices
Contact center
- Introducing web messaging
- Introducing Genesys Bot Connector
- Expiration date for DNC lists
- Improved accessibility for ACD voice interactions
Platform
- Developer Blueprints for custom integrations
Deprecations
- Quality Management Audit API change
- Journey Reporting Service decommission
Contact center
- Evaluation window UI improvements
- Additional development and feedback modules in Learning API
Platform
- Enforce index search for divisions