List of the Genesys Cloud release notes published in August 2024.
Data, analytics, and reporting
- Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support
Customer engagement
- Skills-based dialing in power and predictive outbound campaigns
- Work Automation performance views enhancements
- Granular campaign control permissions
- Interaction routing based on predictive scores
Self service and automation
- Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
- Flexible text-to-speech (TTS) engine selection in Architect flows
View details
Customer engagement
- Success, Neutral and Failure classifications in wrap up code mappings
Data, analytics, and reporting
- Improved summary row display in analytics performance views
Employee productivity
- Configurable voicemail forwarding for presence states
View details
Customer engagement
- Auto-termination for closed workitem statuses
Workforce engagement
- Activity plans for optimal workforce management scheduling
View details
Account management
- Multiple messenger deployment behavior update
Customer engagement
- Enhanced WebRTC Media Helper for VDI users
- Extended after call work timeout
Open platform
- Support for CX Cloud in VDI environment
View details
