List of the Genesys Cloud release notes that include the gamification and performance management release notes tag.
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
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Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Quick replies, cards, and carousels for open messaging
Employee productivity
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
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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
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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
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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
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