Genesys Cloud – Open platform category
List of the Genesys Cloud release notes that include Open platform 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
- 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
- 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
- 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
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
- Agent Copilot summarization model improvement
- Introducing Architect workitem flows for enhanced work automation
- Expanded customer identification with non-E.164 numbers
Data, analytics, and reporting
- Enhanced interaction visibility in agent status widget
- Sentiment and agent empathy analysis for Swiss German language
Open platform
- Additional conversation events for the Operational Console
Self Service & Automation
- Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages
Self service and automation
- Architect toolbox search option
Deprecations
- Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
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
- 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
- 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
- 2024 Genesys CIDR expansion and firewall requirements notification
- Messenger session persistence
- Mobile Messenger SDK for iOS and Android
Data, analytics, and reporting
- Enhanced queue activation panel with search and pagination in agent detail views
- Extended voice transcription services support for Hindi
Self service and automation
- Knowledge workbench connectors for Salesforce and ServiceNow
- Agent Copilot AI-generated answers from manual search
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
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
Account management
- Multiple messenger deployment behavior update
Customer engagement
- Enhanced WebRTC Media Helper for VDI users
- Extended after call work timeout
Open platform
- Support for CX Cloud in VDI environment
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
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
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
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
Customer engagement
- Transfer APIs and associated permissions
- Client Credential Flow (CCF) authentication support for SMTP integrations
- Support for multiple external email participants
Data, analytics, and reporting
- Architect Flow Insights toggle for bot and digital bot flows
- Improved accuracy of Irish street names in English native voice transcription
Open platform
- Update agent preferred name via public API
- Asia Pacific satellite region deployment
Self service and automation
- Search for a knowledge base article by ID in Architect
Workforce engagement
- Support for disputed evaluations on gamification metrics scorecards
Data analytics and reporting
- Improved native voice transcription accuracy for Japanese
Employee productivity
- Enhancement of inactivity timeout in embedded clients
Open platform
- Osaka, UAE, and Zurich region deployments
Workforce engagement
- Suppress recording when a call is on hold
Deprecations and announcements
- Deprecation: Legacy ACD web chat
- Deprecation: Google Agent Assist for Genesys Cloud
- Deprecation: Legacy co-browse and screenshare
Customer engagement
- Advanced input file pre-processing
- Additional file format support for contact lists
Open platform
- Portuguese language support
Self service and automation
- Historical execution data for Architect bot flows and digital bot flows
Workforce engagement
- Workforce management navigation menu grouping
- Staffing requirements and performance metrics in the Schedules screen
Deprecations and announcements
- Deprecation: Legacy alerting system
Data, Analytics & Reporting
- Acoustic metrics added to transcript aggregates
- Open interactions in a new Analytics workspace tab
- English voice transcript sensitive data masking improvements
Employee productivity
- Introducing metrics and reporting for Genesys Agent Assist
Open platform
- Leveraging Digicert as the certificate authority in the mTLS process
Deprecations and announcements
- Deprecation: Pointillist Community
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
Data, analytics and reporting
- Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
- Content search enhancements
Open platform
- Genesys Cloud Voice in Brazil
Self service and automation
- Category and subcategory navigation in the knowledge portal
- Header background and category icon images in the knowledge portal
Workforce engagement
- Routing > Schedules is now Routing > Operating Schedules
- Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations
Deprecations and announcements
- Deprecation: Canned reports
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
Customer engagement
- Open messaging typing indicators
Data, analytics, and reporting
- Introducing the Genesys Cloud Analytics Add-on (A3S)
Open platform
- Architect workflow trigger automation
- Introducing Genesys Cloud CX Accelerators
Self service and automation
- Support center name change
- Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
- Introducing the Architect Optimizations dashboard
- Architect flow outcomes and milestones user interface updates
Workforce engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations and announcements
Customer engagement
- Conditional group routing as the timeout routing method for preferred agent routing
- Require the WebRTC Media Helper
- Custom music for agent-initiated hold duration
- End interactions automatically when agents logoff
- Improved media handling for outbound message attachments
Data, analytics, and reporting
- Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
- Introducing the Genesys Cloud Analytics Add-on (A3S)
- Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns
Open platform
- Genesys Cloud for Chrome extension update
- Calling party ID in p-asserted identity SIP header
- Yealink headsets support
Self service and automation
- Additional formatting for knowledge workbench v2 articles
- Test digital bot flows in real time
- Intent health in Architect bot flows and digital bot flows
Workforce engagement
- Quality evaluation scores now available as a gamification metric
Deprecations and announcements
- US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
- Arrow Electronics partnership and end of preconfigured edge appliances program
- Deprecation: CX digital agent workspace (digital desktop only)
- Japanese translation of “idle” inconsistency