Genesys Cloud – knowledge management tag

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
• 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
• 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