Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Administrators can now use the new Queue Routing performance view to gain a better understanding of the routing settings performance for a specific queue when agents respond to interactions. This view offers detailed data about interactions that agents answer, including information on the chosen routing method and the last routing rules or rings reached, before an agent answers the interactions.
Where
Performance > Workspace > Contact Center > Queue Routing Performance.
Administrators can now use generic SIP station support in cloud media. This feature enables non-managed third-party devices to register with Genesys as a SIP endpoint and allows unsupported phones and third-party SIP applications to connect and register with the Genesys system, which improves flexibility and interoperability for administrators who manage diverse communication endpoints.
Where
Admin > Telephony > Phone Management > Base Settings tab
Administrators can now access a public endpoint for the web tracking API to ensure a streamlined and accessible process for tracking and analyzing visitor behavior. This feature enables the organization to track visitor interactions on the website through a public API and submit web event data without the need to deploy the JavaScript Tracker SDK. Previously, web tracking was enabled via the JavaScript SDK, which captured web events and sent them as beacon requests to the public API. The new public API endpoint provides greater flexibility in web event data collection and platform integration.
One of the following licenses
Genesys Cloud 1 Digital Add-on II
Genesys Cloud 2
Genesys Cloud 2 Digital
Genesys Cloud 3
Genesys Cloud 3 Digital
Improved native voice transcription accuracy for Arabic dialects
On October 14, 2024, Genesys will discontinue support of the Genesys Cloud Supervisor app for iPad. Genesys also recommends that organizations download the new Insights mobile app to better monitor and optimize team performance in real time.
On July 6, 2025, Genesys will discontinue support for the previous ACD web chat version 2, available through chat widget versions 1.1 and 2.0. Predictive Engagement will also no longer support these earlier versions.
Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.