List of the Genesys Cloud release notes that include the quality management release notes tag.
- 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
View details
Employee productivity
- Multi contextual panels
- Fax interface update
Customer engagement
- Architect digital bot flow time picker support
- Genesys Cloud Social support for Instagram
- Web Messenger support for time slot picker
- Retention of library selection in the Canned Responses Admin page
- Updated pricing for social direct messages, SMS, and agentless outbound email
- Enhanced email administration user interface
Data, analytics, and reporting
- AI Insights at a glance
- New digital response time and engagement metrics
Workforce engagement
- Evaluate up to 50 interactions per agent daily with AI Scoring
- Multiple answer selection in evaluation form questions
Deprecations
- Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
- Deprecation: Workforce management historical data delete job API endpoints
View details
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Instagram support for external contacts identity resolution
Employee productivity
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
View details
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:
View details
Customer engagement
- Add media to an Outbound SMS campaign
- Architect voice flow access to inbound headers on BYOC Cloud calls
Data, analytics and reporting
- Evaluator value update based on submission
- Create in-app toast notification alert rule
- Analytics Performance views accessibility improvements
Workforce engagement
- Quality evaluation revision enablement for rescores
- Quality management evaluations assignment
- View time-off balances from an external HR system on Genesys Tempo
- Dispute completed quality management evaluations
View details
Customer engagement
- Search domain names and email addresses
- Inbound call handling site for BYOC Cloud trunks
- Supported file attachments update in third-party messaging
Data, analytics, and reporting
- Configure rules for any user in a work team
Self service and automation
- Cards and carousels for digital bot conversations
- Expanded knowledge portal availability
Workforce engagement
- WEM activity widget for Genesys Cloud for Embedded Framework
- Architect workflow automated notifications
Deprecations and announcements
- Deprecation: Active Screen Recordings UI
View details
Communicate
- Polycom Zero Touch Provisioning
- Specify a Canadian address as a remote emergency address
Contact center
- Collaborate chat quick access for recent chat messages
- Real-time Interactions data export
Integrations
- Sentiment analysis in Google Cloud Dialogflow CX integrations
Platform
- Suppress call recordings during IVR flow and in-queue segments
View details
Contact center
- Extended voice transcription services support for additional English dialects and German Switzerland
- Improved native voice transcription accuracy for specific English dialects
- Trigger Process Automation from any Evaluation State Change
- Assign a permission to grant a role to a user by division
Deprecations and announcements
- Deprecation of legacy Dialog Engine postponement
View details
Contact center
- Call recording and quality management support in Genesys Cloud EX
Deprecations and announcements
- Deprecation: CX digital agent workspace
View details
