Genesys Cloud – Employee productivity category
List of the Genesys Cloud release notes that include Employee productivity updates.
- 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
Employee productivity
- Multi contextual panels
- Genesys Agent Copilot and Genesys Virtual Agent Turkish language support
Customer engagement
- Mobile Messenger SDK content profile support
- Time-based conditions in call rule sets
- Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance
Data, analytics, and reporting
- Program and Detected Category filters and columns in Content Search view
Open platform
- Script selection from in the Workitem Panel in Panel Manager
- CX Cloud from Genesys and Salesforce integration non-WebRTC phone support
Workforce engagement
- Improved Genesys Cloud Background Assistant (GCBA) Installer
Deprecations
- Deprecation: ACD Web Chat 2.0 (Rest API)
- Deprecation: Agent Assist AI Experience tokens provisioning
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Employee productivity
- Multi contextual panels
- New email send permissions control
Customer engagement
- Sort by priority in skills-based dialing for Preview campaigns
- Send and receive media through X (formerly Twitter) channel
Data, analytics, and reporting
- Group Ring column and filter in Interaction views
Open platform
- Wrap-up code integration between Genesys Cloud and ServiceNow
- On Demand log capture for agents
Workforce engagement
- Export agent summary data as PDF or CSV
Employee productivity
- Multi contextual panels
- Configure chat message editing time limits
Customer engagement
- Genesys Cloud Open Messaging supports custom social network connectors
- Character counter in canned responses editor
Data, analytics, and reporting
- View phrase usage in Topic Editor
Self service and automation
- Introducing the Webhook for Events integration
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Quick replies, cards, and carousels for open messaging
Employee productivity
- Multi contextual panels
Data, analytics, and reporting
- Track and manage billing for Supervisor Copilot AI features
- Improved event list organization for enhanced journey building
- Event card editing and visualization in journey canvas
Open platform
- Multi-org campaign management in CX Cloud from Genesys and Salesforce
Self service and automation
- Enhanced recognition failure handling in Architect digital bot flows
- BYOC Cloud TLS X.509 certificates
Workforce engagement
- Shift trades across weeks within schedule to improve agent flexibility
- Find Agent Search field in gamification profiles
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Instagram support for external contacts identity resolution
Employee productivity
- Multi contextual panels
Data, analytics, and reporting
- Average Speed of Answer in Agent Performance views
Open platform
- Synchronize ServiceNow cases with Genesys Cloud work items
Workforce engagement
- AI scoring support for consult transfers
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
- Allow participants to clear web messaging conversations
- Architect inbound email flow AI intent and entity detection
- Web messaging French Canada, Greek, and Hindi support
- Outbound dialing campaign health indicator
Employee productivity
- Multi contextual panels
Data, analytics, and reporting
- Improved voice offered metrics for customer first callbacks
Workforce engagement
- Updated Genesys Cloud built-in learning modules
- Improved workforce management deferred workload prediction algorithm
Deprecations
- Deprecation: Mobile Messenger SDK localization files storage
- Deprecation: Workforce management historical data delete job API endpoints
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Access workbin and worktype names in task management events
Employee productivity
- Multi contextual panels
- Agent Copilot assigned at the queue member level
Data, analytics, and reporting
- Bulk Export API to export external contacts and related data
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
- Deprecation: Presence update requires new permission
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- External source for open messaging identity resolution in the UI
- Detailed counts of digital messaging activity
- Improved keyword precision for SMS
- Microsoft Graph for email integration
Employee productivity
- Multi contextual panels
- Improved agent email address handling
- Expanded Agent Assist dashboard with enhanced insights
Data, analytics, and reporting
- Normalization of Digits in French for Low Latency transcription.
- Division support for external contacts bulk import
- Agent Activity performance dashboard widget filter and sort agents based on conversation activity
Self service and automation
- Advanced knowledge handling in bot flows
Deprecations
- Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
- Deprecation: Windows 10 OS support for the desktop app
- Deprecation: Genesys Enhanced TTS – Google European Voices
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
- Genesys Cloud for X (Twitter) Direct Messaging integration
- Introducing Genesys Cloud Social
- Work Automation List view OR queries
Employee productivity
- Multi contextual panels
- ACD voicemail transcription
Data, analytics, and reporting
- Sensitive data masking support for English chat and messaging transcripts
Open platform
- Ukrainian language support
Deprecation
- Deprecation: Documents UI Audit tab
- Deprecation: Auto answer pop-up toast
- Deprecation: Genesys Enhanced TTS – Google European Voices
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Support for open messaging in Single Customer view
Employee productivity
- Multi contextual panels
- Agent Copilot configuration experience improvements
Data, analytics, and reporting
- Extended voice transcription services support for Turkish
- Support sentiment and empathy analysis for Hindi (Hi-IN)
- Date range and complete transfer type support for Journey Flows in Architect
Open platform
- Unified Experience from Genesys and ServiceNow embedded voice interactions
- Unified Experience from Genesys and ServiceNow with External Routing support
Workforce engagement
- Genesys Cloud updated built-in learning modules
Deprecations
- Deprecation: Billing APIs and UI components
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Typing indicators in Mobile Messenger
Employee productivity
- Multi contextual panels
- Conversation summaries on transfer with Agent Assist and Agent Copilot
- Notes panel improvements
- Wrap Up panel usability improvements
Data, analytics, and reporting
- Journey Management date range configuration
Open platform
- Genesys Enhanced TTS now includes Amazon Polly Neural voices
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support
Workforce engagement
- Trigger process automation from Coaching or Learning state changes
Deprecations
- BYOC Premises – Genesys Hardware Solution deprecation
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Turn on-screen annotation and drawings in co-browse on or off for privacy compliance
Employee productivity
- Multi contextual panels
- Enable real-time queue and agent monitoring with customizable notifications on Android
- Improved Agent Copilot summarization for English and Spanish Dialects
Account management
- User settings page displays the last login date and time
Data, analytics, and reporting
- Insert a new event between two existing events in Journey Management
- Purchase Speech and Text Analytics as a standalone product
- Turn customer sentiment analysis on or off
Open platform
- Additional screen pop options in CX Cloud from Genesys and Salesforce
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Increase screen recording duration for after-call work
- Set scheduling constraints for calendar months
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
- Auto answer for voice interactions on queue settings
- Auto answer for digital interactions
Data, analytics, and reporting
- Filter and search conversations by acoustic metrics and wrap-up codes
Employee productivity
- Agent Copilot summary analytics access via API
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Workforce engagement
- Reminders for agents about their next scheduled activity
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
- Regex custom data filtering to protect sensitive information for co-browse
- Preserve routing information for callbacks and voicemails
- Define rule conditions based on workitem dates
- Updated agent canned responses panel
- Bulk workitem addition via API
Data, analytics, and reporting
- Share dashboards with work teams and individuals
- Agent performance reports for inactive and deleted users
- Improved native voice transcription accuracy for French
- Normalization of Digits in German for Low Latency transcription.
Employee productivity
- Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users
Open platform
- CX Cloud from Genesys and Salesforce Agent Copilot support
- Custom node.js code as part of a data action
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Improved search and filters for screen recorded interactions
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- SMS and E-mail campaign automation using campaign rules
Data, analytics, and reporting
- Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
- Hindi programs, topics, and phrases support
- Complex journeys persist in post calculation sequenced path order on Journey Management
Employee productivity
- Add descriptions to collaborate chat rooms
Workforce engagement
- Improved deferred workload prediction algorithm
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
- Quick replies, cards, and carousels for open messaging
- Automatically pause co-browse session for specific pages
- Real-time WhatsApp message status tracking
- External Contacts external ID support
- Workitems List View filter and sort support
Data, analytics, and reporting
- Enhanced bulk import for external contacts
Employee productivity
- Automatic missed call notifications for mobile communicate users
Workforce engagement
- GCBA proxy server support
- Enhanced date format display for workforce management agents
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
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Work items custom panel support
Data, analytics, and reporting
- Enhanced responsive layout and widget scaling for dashboards
Employee productivity
- Suppress profile notifications
- Workflow triggers for collaborate chat messages
- Persistent agent settings for embedded clients on the server side
- Workflow triggers for external user presence events
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Workitem query and filter improvements
- Direct access to interaction details from the Customer Journey tab
- Enhanced workitems list view with column picker and advanced filtering
- Web messaging support in the Zurich (EUC2) region
Data, analytics, and reporting
- Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
- Real time data update indicators in analytics views
- View acoustic data in topic trends, and agent, queue, flow topic views
Employee productivity
- Enhanced control over agent assistance access
- Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing
Open platform
- Hardware and OS support for CHS Large devices
- Genesys Cloud Voice number management UI improvements
Workforce engagement
- Workforce management per minute scheduling granularity
Customer engagement
- Success, Neutral and Failure classifications in wrap up code mappings
Data, analytics, and reporting
- Improved summary row display in analytics performance views
Employee productivity
- Configurable voicemail forwarding for presence states
Customer engagement
- Auto-termination for closed workitem statuses
Workforce engagement
- Activity plans for optimal workforce management scheduling
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
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
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
Customer engagement
- SMS UK long code purchase requirement
- Expanded campaign rule actions for enhanced automation
- Enhanced dynamic filtering for real-time adjustments in campaigns
- Reconnect and reply to closed email
- Automatically save wrap-up codes for improved call handling
Data, analytics, and reporting
- Enhanced dictionary management
Employee productivity
- Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
- Enhanced privacy controls for ad hoc recordings
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support
Workforce engagement
- Enhanced employee recognition for improved engagement
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
Customer engagement
- Auto-answer functionality for agents in preview campaigns
- Dynamic edge resource utilization for automated outbound dialing
Data, analytics, and reporting
- Improved interval granularity for ad-hoc exports
- Edit and rerun scheduled exports
- Export panel enhancements
Employee productivity
- Genesys Agent Assist summarization Spanish support (preview)
- Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support
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
- BYOC Cloud TLS X.509 certificates
- Architect data tables user interface updates
Workforce engagement
- Insights visual charting for supervisors
Deprecations
- Deprecation: BYOC Premises Edge Remote Survivability
- Deprecation: Active screen recordings UI
Data, analytics, and reporting
- Enhanced toast, email, or SMS notification alerts
- Enhanced alerts management
- Improved native voice transcription accuracy for Korean dialect
Employee productivity
- Genesys Agent Assist summarization moved to the ACW pane
- Push notifications on Collaborate for Android regardless of presence or status
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
- Control knowledge behavior from start to finish in Architect digital bot flows
- Evaluate schedule groups in Architect bots and digital bots before ACD transfer
Deprecations and announcements
- Deprecation postponement: Legacy alerting system
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
Customer engagement
- Architect post-call actions in voice calls
- Improved agent utilization for digital transfers
- Introducing Work Automation in select regions
Data, analytics, and reporting
- Dynamic time zone settings in workspaces and views
Customer engagement
- Outbound WhatsApp message on behalf of a queue
- File attachments via supported content profile
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Export panel enhancements
- Improved native voice transcription accuracy for Spanish dialects
Employee productivity
- Push notifications on Collaborate for iOS regardless of presence or status
Self service and automation
- Introducing the Nuance Recognizer as a Service integration
- Improved flow size indicator in Architect
- Introducing the Audio Connector integration
Deprecations and announcements
- Deprecation: Mobile Messenger SDK for React Native apps
- Deprecation: Native X (formerly Twitter) third-party direct 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
Employee productivity
- Conversation summarization with Genesys Agent Assist for Voice
- Agent dashboard email component update
Open platform
- Audit Viewer alternate search parameters support
Workforce engagement
- Inbound and outbound filter for gamification metrics
Deprecations and announcements
- Deprecation postponement: Active screen recordings UI
Workforce engagement
- Automated time-off approval for grouped agents
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
Employee productivity
- Genesys Agent Assist knowledge article feedback
- Public APIs for Collaborate chat room management and chat messages
- 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
- Configure labels to manage interactions
- Genesys Cloud Voice in Italy
- Refreshed Predictive Engagement user interface
Deprecations and announcements
- Deprecation: Outbound Search Audits view
- Deprecation: Native X (formerly Twitter) third-party direct messaging channel
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