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

• 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

• 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

Agent email editor enhancements

Email signatures appended to agent email

Set SMS Phone Number pre-contact digital rule action

Perform multiple actions on an email

Add and remove flexibility for email history in agent emails

Introducing Queue Wrap-up Summary Report

Introducing static download links for export

Integrations

• 8×8 integration

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

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

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

• 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

Skill expression groups

Define ring membership by queue

Improved knowledge workbench V2 import and export

Agent utilization in improved estimated wait time calculations

Platform

• API Explorer refresh
• Updated Genesys Knowledge Network