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Genesys Cloud – November 2023

List of the Genesys Cloud release notes published in November 2023.

November 29, 2023Click to collapse

Customer engagement

Messenger support for Estonian, Latvian, and Lithuanian
External contact management user interface refresh

Data, analytics and reporting

Improved voice transcription accuracy for Portuguese (pt-PT and pt-BR)
Agent, Queue, and Flow topics summary view enhancements

Employee productivity

Improved Collaborate for iOS search experience
Real-time monitoring for web messaging channels

Self service and automation

Sort and filter intents and utterances in Architect bot flows and digital bot flows

Workforce engagement

Bulk archive recordings through recording bulk action API

Deprecations and announcements

Deprecation: Native LINE third-party messaging channel

November 15, 2023Click to expand

Data, analytics and reporting

Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
Content search enhancements

Open platform

Genesys Cloud Voice in Brazil

Self service and automation

Category and subcategory navigation in the knowledge portal
Header background and category icon images in the knowledge portal

Workforce engagement

Routing > Schedules is now Routing > Operating Schedules
Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations

Deprecations and announcements

Deprecation: Canned reports

November 8, 2023Click to expand

November 1, 2023Click to expand