Genesys Cloud Archive

List of the latest Genesys Cloud release notes.
October 28, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Active callback columns for performance views

Account management

  • Simplified customer firewall requirements

Data, analytics, and reporting

  • Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

  • Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
  • Multi contextual panels

Self service and automation

  • Introducing Genesys Cloud Virtual Agent
  • Drag and drop in Architect builders
  • Content based search for knowledge articles

Workforce engagement

  • Workforce management read-only continuous forecasting
  • Configurable time-to-live (TTL) for auto-generated recording URLs

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October 21, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Voice surveys after customer interactions

Data, analytics, and reporting

  • Journey flows tab in Architect for outbound call, inbound email and message flows

Open platform

  • Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

  • Disable automatic hinting in Architect bot flows

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October 14, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Automatic time zone mapping support for European organizations
  • Rule conditions and advanced capabilities for campaign rules
  • Identifier claim management for external contacts

Account management

  • Telephone resource limits in Admin UI

Data, analytics, and reporting

  • Interactive charts for journey analysis

Employee productivity

  • Supervisor access to voicemail metrics

Workforce engagement

  • Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
  • Manually assign work plans with future effective dates

View details

October 7, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Metrics for improved workitem volume forecasting
  • IMAP integration for inbound email

Account management

  • Improved Genesys Cloud storage cost calculator

Data, analytics, and reporting

  • Content Search lookback for words and phrases extended to 60 days
  • Flow insights overlay for flow performance analysis

Employee productivity

  • Disable WebRTC audio and alert notifications in the embedded client
  • Preferred device profiles
  • Improved summarization readability and efficiency for agents

Open platform

  • Guided setup experience for CX Cloud installation

Self service and automation

  • Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

  • Enhanced agent and supervisor activity overview screen
  • Workforce management notifications for process automation triggers
  • Workforce management Business Unit/Management Unit and Time Zone placement in views

Deprecations

  • Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
  • Deprecation: Google Agent Assist for Genesys Cloud

View details

September 30, 2024

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

View details

September 23, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Work items custom panel support

Data, analytics, and reporting

  • Enhanced responsive layout and widget scaling for dashboards

Employee productivity

  • Suppress profile notifications
  • Workflow triggers for collaborate chat messages
  • Persistent agent settings for embedded clients on the server side
  • Workflow triggers for external user presence events

View details

September 16, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Workitem query and filter improvements
  • Direct access to interaction details from the Customer Journey tab
  • Enhanced workitems list view with column picker and advanced filtering
  • Web messaging support in the Zurich (EUC2) region

Data, analytics, and reporting

  • Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
  • Real time data update indicators in analytics views
  • View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

  • Enhanced control over agent assistance access
  • Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Open platform

  • Hardware and OS support for CHS Large devices
  • Genesys Cloud Voice number management UI improvements

Workforce engagement

  • Workforce management per minute scheduling granularity

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September 9, 2024

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

View details

September 2, 2024

Account management

  • Counted limits monitoring and alerts
  • WebRTC Media Helper enabled by default with allowed IP addresses feature
  • Custom inbound data filtering rules for digital channels

Customer engagement

  • Prerequisites in expandable section of Resource Center articles
  • Park email interactions

Data, analytics, and reporting

  • Dashboard Owners page
  • Increase quality management topic limit to 5000 on request
  • Journey management with Funnel analysis

Open platform

  • Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

  • Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

  • Screen recording playback UI modernization
  • Improved customer sentiment and agent empathy analysis for English dialects

View details