Genesys Cloud Release notes

Employee productivity

• Streamlined navigation and information architecture update
• Architect workflows triggered from Outlook Calendar events

Self service and automation

• List type string attribute in rule-based decisions

Deprecations

• Deprecation: BYOC Premises—Customer VM Solution
• Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
• Deprecation: Windows 10 OS support for the desktop app

Employee productivity

• Streamlined Navigation and Information Architecture Update

Customer engagement

• Apple Pay support for Apple Messages for Business
• Architect digital bot flow list picker support
• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Administrators can now bring their own SMS SMPP provider
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Administrators can now search content from HTML emails
• Topic miner Korean and Japanese language support
• Native voice transcription for core dialects

Open platform

• Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Self service and automation

• Transcription and storage of caller’s final voice input
• Content-based search for knowledge base articles in Norwegian, Danish and Finnish
• Swiss German language support in Architect

Workforce engagement

• Enhancements to visual components in the interaction details page

Employee productivity

• New unified navigation experience coming to Genesys Cloud
• Summary engagement insights on the Agent Copilot dashboard

Account management

• Manage user hire dates with SCIM APIs
• Refreshed integrations management interface

Customer engagement

• Configure up to 100 OpenID integrations for authenticated web messaging
• Voice note support for WhatsApp conversations
• Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

• Enhanced longest waiting and longest interacting metrics
• Duplicate an event card in Journey Management
• Review transcripts faster in interaction details

Open platform

• Updated Genesys Cloud desktop app icons
• Unified Experience from Genesys and ServiceNow phone book support 

Workforce engagement

• Default answers for evaluation forms

Customer engagement

• API for phone numbers update in scheduled callbacks
• Inbound messaging channel routing support in Apple Messages for Business
• Authentication support in Apple Messages for Business 
• External Contacts identity resolution support for Apple Messages for Business
• Architect digital bot flows and Apple Messages for Business support 

Data, analytics, and reporting

• Custom calculations in performance views
• AI summaries for the agent side of a conversation

Employee productivity

• Auto-assign Agent Copilot to licensed queue members

Open platform

• Audio Connector integration in Architect secure call flows

Customer engagement

• Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

• Category aggregate data in analytics metrics
• Trigger process automation based on topics, sentiment, or empathy

Employee productivity

• Links to Genesys Cloud group chat room video sessions

Workforce engagement

• Configure GCBA with Microsoft Edge native messaging

Deprecations

• Deprecation: agent assistance