March 30, 2026Click to collapse

Customer engagement

Use workitem expiry date as an automation milestone in Work Automation
Contact Management UI enhancements
Precise Dialing mode (Progressive mode with agent reservation)
Single customer view: Customer journey support for cases, tasks, and workitems
New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

Journey Management improves support for ad-hoc journey analysis
Improved identity resolution for Genesys Cloud web event and mobile app event tracking

Employee productivity

Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Open platform

Digital messaging channels available in Unified Experience

Self service and automation

Agentic Virtual Agents can now return output variables to Architect
LAM-powered Agentic Virtual Agents in AI Studio
Voice processing prompts in bot flows

Workforce engagement

15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
Snippet recording for ACD calls

View details

March 23, 2026Click to expand

Customer engagement

New commercial model for Work Automation tasks and workitems
Genesys Cloud introduces Case management
Poly/HP Edge B Series managed phones available in Genesys Cloud
Message parking for Genesys Cloud

Data, analytics, and reporting

Ingest external events through APIs for External Contacts

Employee productivity

Support for Poly Trio C60 conference phone as a Genesys managed phone
Extended markdown in messaging channels

Open platform

Support for multiparty voice calls in CX Cloud with Salesforce Service Cloud Voice

Deprecations

Deprecation: GPE journey outcomes

View details

March 16, 2026Click to expand

Customer engagement

WhatsApp support for interactive rich link messages
Public availability of the workitems Query Sync API

Employee productivity

Enable knowledge configuration for additional languages
Add standalone phones to groups for group ring
Genesys Summarization Connector for Agent Copilot interaction summaries

Data, analytics, and reporting

Introducing Content Exploration view
Charts user experience enhancements
Add program filter to phrase testing in Topic Editor
Topic miner support for Danish, Finnish, Norwegian and Swedish
API-based dictionary management for EVTS with AWS Transcribe

Open platform

Enable BYOI for new CX3 organizations with injected interactions

Self service and automation

Support for custom ASR dictionaries in bot flows

Workforce engagement

Generate schedules using minimum coverage
API to export continuous forecast data for external use

View details

March 9, 2026Click to expand

Customer engagement

Improved diagnostics for outbound voice campaigns
Filter knowledge portal results by article labels
Pagination for web deployment list APIs
Increased limits for Messenger configuration and deployment counts

Self service and automation

Bring Your Own Technology (BYOT) ASR engines in Architect bot flows

Deprecations

Deprecation: Administrator login using only username and password

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal
Deprecation: Billing APIs and UI components update

View details

March 2, 2026Click to expand

Account management

Improved Operational Console user interface
New permissions for managing phone associations

Data, analytics, and reporting

New PATCH API endpoint for external contacts
Use AI to generate topic phrases

Employee productivity

Secure pause available on all call types, not just ACD calls
Pin messages in Collaborate chat for quick reference on mobile

Self service and automation

API endpoints for uploading knowledge files using custom integrations
Decision rules priority setting

Workforce engagement

Average alert time metric for Gamification Profiles
View evaluation scores in the interaction detail quality summary

Deprecations

Deprecation: Token Implicit Grant for OAuth clients
Deprecation: Open messaging inbound endpoint

View details

February 23, 2026Click to expand

Contact Center

Upcoming end of native support for select Google and Microsoft TTS voices

Customer engagement

Attempt control enhancements
Native Architect action for customer intent retrieval
Improved Global Media Fabric responsiveness with regional caching of Architect prompts
Enhanced outbound WhatsApp messaging performance

Data, analytics, and reporting

Sensitive data masking support for Arabic, Hindi, Japanese, and Korean voice transcripts
Sensitive data masking support for Arabic, Dutch, Hindi, Japanese, and Korean chat and messaging transcripts
Extended Voice Transcription Services transition to Amazon Transcribe for all supported languages
Architect journey flows data limit visibility and guidance improvements
Genesys Cloud conversation attribute API support
Analytics Aggregate API Top N sorting
Journey management insights with survey events and virtual agent filters
Introducing Channel Insights dashboard
Improved native voice transcription accuracy for Spanish dialects
Improved native voice transcription accuracy for specific English dialects

Employee productivity

Configure combined voice utilization for ACD and non-ACD calls
Inbound ACD voice call support on Communicate mobile app
Manage user presence in the Communicate mobile app

Workforce engagement

Monthly view for capacity planning results

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal

View details

February 16, 2026Click to expand

Customer engagement

Predictive routing queues summary enhancements
WhatsApp support for interactive list pickers in bot conversations
Automatic sign-in for authenticated Messenger users
Workitem Insights views for supervisors

Data, analytics, and reporting

Copilot panel and chart expansion for Journey Management

Employee productivity

Extended markdown in messaging channels
Configurable audio alert duration for agents

Open platform

CX Cloud media helper alert for failed calls

Self service and automation

Use knowledge in AI Guides

View details

February 9, 2026Click to expand

Account management

API for custom user attributes in user profiles
Support for data filtering rules in outbound digital channels

Customer engagement

Support for authenticated web messaging in single customer view

Self service and automation

Genesys Virtual Agent support for knowledge fabric

Workforce engagement

Granular access control for gamification using reporting hierarchy

Deprecations and announcements

Deprecation: Administrator login using only user name and password

View details

February 2, 2026Click to expand

Customer engagement

Inbound WhatsApp business calling
Attempt control enhancements
Automatically end preview interactions after wrap-up

Data, analytics, and reporting

AI scoring model upgrade for natural-language evaluation questions

Employee productivity

Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
Manage user presence in the Communicate mobile app
Queue ID attribute for embeddable framework click-to-dial

Open platform

Genesys Cloud Voice phone number redirection for business continuity (US & Canada)
Greater outbound performance and platform enhancements for BYOC Cloud
Locale-based date and time display

Self service and automation

LAM-powered virtual agents in AI Studio

Workforce engagement

Automated agent scoring in speech and text analytics programs

Deprecations

Deprecation: agent assistance

View details

January 26, 2026Click to expand

Open Platform

Updated regional feature deployment schedule now in effect

Account Management

Set default multi-factor authentication (MFA) device for multi-device users
AuthorizedClientIDs SAML attribute for SSO integrations

Customer engagement

Support for keyboard type in Apple Messages for Business forms
Post-flow action in Architect message flows
Customer intent taxonomy and agent visibility
Automatically establish a persistent connection when an agent goes on-queue
WebRTC idle media timeout

Employee productivity

Genesys Tempo cross-week shift trading
Accessibility improvements for conversation initiation
Agent Copilot queue filters
Agent Copilot knowledge configuration support

Open platform

Genesys Cloud Voice in Singapore
Genesys Cloud Voice in Mexico
WebRTC phone upgrade opt-in setting
Seamless reconnections in AudioHook Monitor integrations

Self service and automation

Introducing Knowledge Fabric

Workforce engagement

Workforce management main forecast table view

View details

January 19, 2026Click to expand

Account management

Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
BYOC Premises Edge devices in Edges list view

Customer engagement

Mobile Messenger support for markdown formatting
Social direct messages, social post injections, and social post responses allowance increase per AI token
Create rules based on workitem creation date
Generate web survey links on demand with an API

Employee productivity

Domain allow list for emails
Summaries for consult transfers for Agent Copilot

Open platform

CX Cloud in Salesforce after-call work component

Workforce engagement

API to List Past Recognitions
Real-time agreement rates in evaluation forms
Reply-To field in email transcripts
Long-term forecast and schedule generation up to 104 weeks
Granular evaluation metrics in the Evaluation Aggregate API

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal

View details

January 12, 2026Click to expand

Open Platform

Updated regional feature deployment schedule now in effect

Customer engagement

Outbound limit alerts for voice campaigns in the Operations Console
Set post-call actions for voice calls using public APIs

Data, analytics, and reporting

Improved native voice transcription accuracy for Spanish dialects

Employee productivity

Conditional access policy support for Microsoft Entra ID
Send group voicemail notifications to the group email address
Add standalone phones to groups for group ring

Workforce engagement

Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration

Deprecations and announcements

Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

View details

January 5, 2026Click to expand

December 29, 2025Click to expand

December 15, 2025Click to expand

Account management

Passkey support for Multi-Factor Authentication (MFA)

Customer engagement

Custom named time zones for contactable time sets
Digital rule sets for outbound WhatsApp campaigns
Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
Architect digital bot flow list picker support in Singapore and Mexico regions
Authentication support in Apple Messages for Business in Singapore and Mexico regions
Apple Messages for Business forms in Singapore and Mexico regions
Control agent transfer capabilities via permissions
Configure group ring settings
Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

Sentiment, empathy, and topic spotting support for Turkish and Zulu
Export summary row chart in Analytics Performance views
Web events available in Journey Management

Employee productivity

Configure combined voice utilization for ACD and non-ACD calls
Favorites now listed in the User Directory
Multi-language Agent Copilots

Open platform

Enable auto answer for interactions in the Unified Experience from Genesys and ServiceNow integration
Thai language support
Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Self service and automation

Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish
Enhanced confirmation controls in AI Guides
Genesys Virtual Agent support for Portuguese and Swedish dialects
Create flow outcomes and milestones natively in Architect

View details

December 8, 2025Click to expand

Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

Open platform

Update to regional feature deployment schedule effective January 2026
CX Cloud from Genesys and Salesforce integration cloud-based user settings
Generative AI Text-to-Speech (TTS) integration

Customer engagement

Mobile Messenger support for rich media cards and carousels
Social listening and response for Google Business Profile channel
Agent greetings for ACD voice
No-cost digital user tracking
Improved Messenger web tracking configuration
Enhanced social media escalation to the agent desktop

Data, analytics, and reporting

Extended voice transcription services support for Serbian
Improved native voice transcription accuracy for specific English dialects
Set transcription dialects at the queue level for voice interactions
Analytics agent status API routing status and presence data sort and filter

Employee productivity

Answer incoming conversations directly from notifications
Agent Copilot trigger events subscription
Custom prompts in advanced summary configurations

Workforce engagement

Workforce management unavailable times flexible scheduling
Updated built-in learning modules reflecting new navigation
Increase the daily automated evaluation limit
Manage agent auto-evaluation scoring rules through public APIs
Dynamic user grouping with user management rules
Workforce management business units increased route path capacity
Improved workforce management scheduling constraints

Deprecations

Deprecation: Genesys Cloud SSO certificate expiry

View details

December 1, 2025Click to expand

November 17, 2025Click to expand

Employee productivity

Streamlined navigation and information architecture update
Agent-to-agent consult and warm transfer for messaging interactions
Custom prompts in advanced summary configurations
Live character counter for ACW notes
Internationalized date formats in Genesys Tempo

Account management

BYOC Premises Edge devices in Edges list view

Customer engagement

Control agent transfer capabilities via permissions
Inactivity handling for messaging interactions

Data, analytics, and reporting

Topic miner support for Arabic dialects
Topic miner support for Hindi dialect

Open platform

Mexico region deployment
Singapore region deployment

Self Service and Automation

Rule-based decisions and string list attribute support

Workforce engagement

Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
Adherence widget available in the Activity view
Automatic submission of completed AI evaluations

Deprecations

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Deprecation: Administrator login using only user name and password

View details

November 10, 2025Click to expand

Employee productivity

Streamlined navigation and information architecture update
Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Domain allow list for emails
Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects
Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Account management

API responses no longer include OAuth client secret
Genesys Tempo enabled by default with allowed IP addresses feature
SAML assertion decryption support for single sign-on integrations

Customer engagement

Customer first callback support in outbound campaigns
Use custom SMTP servers for email campaigns and agentless email
Messenger support for list picker

Data, analytics, and reporting

Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

Create AI Guides from uploaded process documents
AI Guides model enhancements

Deprecations

Deprecation: BYOC Premises—Customer VM Solution
Deprecation: Token Implicit Grant for OAuth clients
Deprecation: Open messaging inbound endpoint

View details

November 3, 2025Click to expand

Employee productivity

Streamlined navigation and information architecture update
AI-generated answers for auto-suggested articles on Agent Copilot
Mute individual Collaborate chat threads on iOS and Android
Display checklists through Agent Copilot during interactions

Customer engagement

Group ID for subsequent participant segments in group call activity
Support for authenticated web messaging in single customer view
Apple Messages for Business forms

Data, analytics, and reporting

Introducing Content Exploration view
EVTS AWS transcription support for Basque, Catalan, Croatian, Galician, Romanian, Slovak, Tagalog, Thai, and Ukrainian language support

Self service and automation

Voice processing prompt for Agentic Virtual Agents

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal

View details

October 27, 2025Click to expand

October 20, 2025Click to expand

Employee productivity

Streamlined navigation and information architecture update
Improved scripting accessibility tools

Customer engagement

Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

Analyze segment and web outcome events in Journey Management

Open platform

Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
Map participant data from Genesys Cloud to ServiceNow interaction fields

Self service and automation

Preview guides for virtual agents in AI Studio
Configure virtual agents to generate answers from multiple sources

Workforce engagement

Workforce management block scheduling
Adherence and activity code mapping enhancements

View details

October 13, 2025Click to expand

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

View details

September 29, 2025Click to expand

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

View details

September 22, 2025Click to expand

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

View details

September 15, 2025Click to expand

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

View details

September 1, 2025Click to expand

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

View details

August 25, 2025Click to expand

Employee productivity

Multi contextual panels
Call history enhancements for group calls

Customer engagement

Support for mobile push notifications for unread message alerts
Assign segments to external contacts for up to 30 Days
Append outbound campaign performance statistics to the Campaign Performance view
Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

Interaction category creation support for Korean and Japanese languages
Programs, topics, and phrases support for Korean and Japanese languages

Open platform

Unified Experience ServiceNow ITSM support
Configure alerts for Operational Console events

Workforce engagement

Schedule coaching and learning sessions with greater flexibility

View details

August 18, 2025Click to expand

Employee productivity

Multi contextual panels
Segment filtering suppression on knowledge articles for Agent Copilot
Improved Collaborate chat read and unread message sync

Customer engagement

Increased DTMF input limit in Architect flows
Outbound division-aware campaign schedules
WhatsApp outbound campaigns pre- and post-contact triggers
Outbound power and predictive campaigns sort by priority in skills-based dialing

Data, analytics, and reporting

Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

Workforce management shift trades external activities support

View details

August 11, 2025Click to expand

Employee productivity

Multi contextual panels
Agent script enhancements
Alert volume while on call setting available in main application

Account management

SSO integrations management via SAML Metadata files
Updated Genesys branding on login pages
OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

Journey Management now displays estimated analysis completion time via in-app notifications
Column reordering within column picker in Analytics Performance views

Self service and automation

Transfer options for Architect voice and digital bot flows

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal
Deprecation: Pointillist

View details

August 4, 2025Click to expand

Employee productivity

Multi contextual panels
Customizable summaries in AI Studio

Customer engagement

WhatsApp outbound campaign schedules
Profile panel support for workitems
Conditional group activation based on real-time metrics

Data, analytics, and reporting

Improved native voice transcription for English

Open platform

CX Cloud from Genesys and Salesforce support for agent initiated after call work
Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

Deprecation: Removal of Webhooks integration for chat notification

View details

July 28, 2025Click to expand

Employee productivity

Multi contextual panels
Enable focus mode for agent apps
Improved Collaborate chat read and unread message sync
Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian

Customer engagement

Access and promote external contacts directly in Architect
Internal article linking within the knowledge base

Data, analytics, and reporting

Search transcript content up to 90 days back
Improved native voice transcription readability for Portuguese
Exclude existing topics and phrases from topic mining
Manage expiring and expired exports in the scheduled exports view

Self service and automation

Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

Set limits on shift types and weekend work in schedules
Increased number of AI-scored questions allowed in evaluation forms

View details

July 21, 2025Click to expand

Employee productivity

Multi contextual panels

Customer engagement

Configurable outbound routes now available for customer first callbacks

Self service and automation

Knowledge workbench V2 accessibility improvements
Introducing Virtual Agent performance dashboard
New metrics for Architect bot and digital bot flows in the Optimization dashboard
Enhanced AI-powered slots for virtual agents

Workforce engagement

Unlimited archived recording restorations

Deprecations

Deprecation: Update a user’s presence without permission restrictions
Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

View details

July 14, 2025Click to expand

July 7, 2025Click to expand

Employee productivity

Multi contextual panels
Call forwarding enhancements with group search functionality

Account management

Audit SAML authentications
Increased SSO integrations allowance per identity provider

Customer engagement

Messenger individual application provisioning and configuration redesign
WhatsApp’s per message pricing update

Workforce engagement

Policy-based station-side call recording
Evaluation data access via consolidated reporting views
Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

Deprecation: Removal of Webhooks integration for chat notification

View details

June 30, 2025Click to expand

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

June 23, 2025Click to expand

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

June 16, 2025Click to expand

Employee productivity

Multi contextual panels
Agent Copilot summary API metrics and edited summaries

Customer engagement

Configurable X integration sizes and new entry size
Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

Enhanced Performance dashboards with real-time agent status counts by work team
AI insights about reasons for customer sentiment

View details

June 9, 2025Click to expand

Employee productivity

Multi contextual panels
Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

Mobile Messenger SDK content profile support
Time-based conditions in call rule sets
Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance

Data, analytics, and reporting

Program and Detected Category filters and columns in Content Search view

Open platform

Script selection from in the Workitem Panel in Panel Manager
CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

Deprecation: ACD Web Chat 2.0 (Rest API)
Deprecation: Agent Assist AI Experience tokens provisioning
Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

June 2, 2025Click to expand

Employee productivity

Multi contextual panels
New email send permissions control

Customer engagement

Sort by priority in skills-based dialing for Preview campaigns
Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

Group Ring column and filter in Interaction views

Open platform

Wrap-up code integration between Genesys Cloud and ServiceNow
On Demand log capture for agents

Workforce engagement

Export agent summary data as PDF or CSV

View details

May 26, 2025Click to expand

Employee productivity

Multi contextual panels
Configure chat message editing time limits

Customer engagement

Genesys Cloud Open Messaging supports custom social network connectors
Character counter in canned responses editor

Data, analytics, and reporting

View phrase usage in Topic Editor

Self service and automation

Introducing the Webhook for Events integration

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

View details

May 19, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Quick replies, cards, and carousels for open messaging

Employee productivity

Multi contextual panels

Data, analytics, and reporting

Track and manage billing for Supervisor Copilot AI features
Improved event list organization for enhanced journey building
Event card editing and visualization in journey canvas

Open platform

Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

Enhanced recognition failure handling in Architect digital bot flows
BYOC Cloud TLS X.509 certificates

Workforce engagement

Shift trades across weeks within schedule to improve agent flexibility
Find Agent Search field in gamification profiles

View details

May 12, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Instagram support for external contacts identity resolution

Employee productivity

Multi contextual panels

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

May 5, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Email administration user interface enhancements
Retry configuration for unsuccessful customer first callbacks

Employee productivity

Multi contextual panels
Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

Automatic role assignment for reactivated users

Self service and automation

Content-based search for non-English knowledge base articles
Architect help panel

Workforce engagement

Enable audio selection with screen recordings in playback

Deprecations

Deprecation: Analytics Transcripts Query Endpoint API

View details

April 28, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Allow participants to clear web messaging conversations
Architect inbound email flow AI intent and entity detection
Web messaging French Canada, Greek, and Hindi support
Outbound dialing campaign health indicator

Employee productivity

Multi contextual panels

Data, analytics, and reporting

Improved voice offered metrics for customer first callbacks

Workforce engagement

Updated Genesys Cloud built-in learning modules
Improved workforce management deferred workload prediction algorithm

Deprecations

Deprecation: Mobile Messenger SDK localization files storage
Deprecation: Workforce management historical data delete job API endpoints

View details

April 21, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Access workbin and worktype names in task management events

Employee productivity

Multi contextual panels
Agent Copilot assigned at the queue member level

Data, analytics, and reporting

Bulk Export API to export external contacts and related data

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning
Deprecation: Presence update requires new permission

View details

April 14, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
External source for open messaging identity resolution in the UI
Detailed counts of digital messaging activity
Improved keyword precision for SMS
Microsoft Graph for email integration

Employee productivity

Multi contextual panels
Improved agent email address handling
Expanded Agent Assist dashboard with enhanced insights

Data, analytics, and reporting

Normalization of Digits in French for Low Latency transcription.
Division support for external contacts bulk import
Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

Advanced knowledge handling in bot flows

Deprecations

Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
Deprecation: Windows 10 OS support for the desktop app
Deprecation: Genesys Enhanced TTS – Google European Voices

View details

April 7, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Next Contact Avoidance (NCA) in predictive routing

Employee productivity

Multi contextual panels
Agent Copilot configuration experience improvements

Account management

Division assignment for external contacts and external organizations

Data, analytics, and reporting

Save static interaction lists in Content Search
Dedicated API endpoints for schema metadata retrieval

Open platform

Phone book support in the Omni-Channel widget for CX Cloud
Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
Configurable timeout for data actions

Workforce engagement

Enable audio selection with screen recordings in playback

View details

March 31, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Introducing outbound WhatsApp campaigns support

Employee productivity

Multi contextual panels
Conversation details for agents
Prevent agents from staying on queue without a selected station

Account management

Attribute-based access control

Data, analytics, and reporting

View average sentiment score across performance views
Retrieve Estimated Wait Time (EWT) by label
Analytics agent activity API filter and sort agents based on conversation activity
Agent Timeline Detail view

Open platform

Sync external email interaction data in Genesys Cloud EX
Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Workforce engagement

Add or remove individuals from automatic development and feedback modules assignment
Gamification Contests

Self service and automation

Query jobs API typeId as a primary filter and increased filter limits

Deprecations

Deprecation: Amazon Lex V1 bot integration

View details

March 24, 2025Click to expand

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

March 17, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Genesys Cloud for X (Twitter) Direct Messaging integration
Introducing Genesys Cloud Social
Work Automation List view OR queries

Employee productivity

Multi contextual panels
ACD voicemail transcription

Data, analytics, and reporting

Sensitive data masking support for English chat and messaging transcripts

Open platform

Ukrainian language support

Deprecation

Deprecation: Documents UI Audit tab
Deprecation: Auto answer pop-up toast
Deprecation: Genesys Enhanced TTS – Google European Voices

View details

March 10, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Support for open messaging in Single Customer view

Employee productivity

Multi contextual panels
Agent Copilot configuration experience improvements

Data, analytics, and reporting

Extended voice transcription services support for Turkish
Support sentiment and empathy analysis for Hindi (Hi-IN)
Date range and complete transfer type support for Journey Flows in Architect

Open platform

Unified Experience from Genesys and ServiceNow embedded voice interactions
Unified Experience from Genesys and ServiceNow with External Routing support

Workforce engagement

Genesys Cloud updated built-in learning modules

Deprecations

Deprecation: Billing APIs and UI components

View details

March 3, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Typing indicators in Mobile Messenger

Employee productivity

Multi contextual panels
Conversation summaries on transfer with Agent Assist and Agent Copilot
Notes panel improvements
Wrap Up panel usability improvements

Data, analytics, and reporting

Journey Management date range configuration

Open platform

Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

Trigger process automation from Coaching or Learning state changes

Deprecations

BYOC Premises – Genesys Hardware Solution deprecation

View details

February 24, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Employee productivity

Multi contextual panels
Enable real-time queue and agent monitoring with customizable notifications on Android
Improved Agent Copilot summarization for English and Spanish Dialects

Account management

User settings page displays the last login date and time

Data, analytics, and reporting

Insert a new event between two existing events in Journey Management
Purchase Speech and Text Analytics as a standalone product
Turn customer sentiment analysis on or off

Open platform

Additional screen pop options in CX Cloud from Genesys and Salesforce
Division-aware permissions and APIs for external contacts

Workforce engagement

Increase screen recording duration for after-call work
Set scheduling constraints for calendar months

View details

February 17, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification

Employee productivity

Multi contextual panels
Notes panel improvements
Wrap Up panel usability improvements
Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
Agent Copilot Dictionary Management
Display external contact names in call history and voicemail inbox
Enable message pinning in Collaborate chat

Account management

User settings page displays the last login date and time
Voice transcription combined offer
Simplified license usage logic

Data, analytics, and reporting

Native voice transcription support for Hebrew

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

View details

February 10, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Auto answer for voice interactions on queue settings
Auto answer for digital interactions

Data, analytics, and reporting

Filter and search conversations by acoustic metrics and wrap-up codes

Employee productivity

Agent Copilot summary analytics access via API

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

Reminders for agents about their next scheduled activity

View details

February 3, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Configure max calls per agent with decimal precision
Recurring outbound campaign schedules
Script support for workitems

Account management

Customize inactivity timeout settings

Data, analytics, and reporting

Topic miner Swiss German language support
Improved attribute lists view for Journey Management events
Configure performance dashboard widgets with work team and reports-to filters
Filter customer journey data using numbers

Employee productivity

Enhanced email input fields

Self service and automation

Portuguese language support in Architect

Workforce engagement

Workforce management historical data import improvement
Assign coaching without workforce management scheduling
Workforce management activity codes for coaching and learning

View details

January 27, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
External contacts profile panel refresh
Interactive WhatsApp templates with images and dynamic call-to-action buttons
Automatic time zone mapping support for Genesys Cloud and Salesforce Integration

Account management

Login banner added to Genesys Cloud login screen

Workforce engagement

Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

Deprecation: Legacy ACD web chat (version 1)
Deprecation: Legacy co-browse and screenshare

View details

January 20, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Regex custom data filtering to protect sensitive information for co-browse
Preserve routing information for callbacks and voicemails
Define rule conditions based on workitem dates
Updated agent canned responses panel
Bulk workitem addition via API

Data, analytics, and reporting

Share dashboards with work teams and individuals
Agent performance reports for inactive and deleted users
Improved native voice transcription accuracy for French
Normalization of Digits in German for Low Latency transcription.

Employee productivity

Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users

Open platform

CX Cloud from Genesys and Salesforce Agent Copilot support
Custom node.js code as part of a data action
Division-aware permissions and APIs for external contacts

Workforce engagement

Improved search and filters for screen recorded interactions

View details

January 13, 2025Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
SMS and E-mail campaign automation using campaign rules

Data, analytics, and reporting

Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
Hindi programs, topics, and phrases support
Complex journeys persist in post calculation sequenced path order on Journey Management

Employee productivity

Add descriptions to collaborate chat rooms

Workforce engagement

Improved deferred workload prediction algorithm

View details

December 16, 2024Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Division-based Schedule view
Bulk workitem termination

Data, analytics, and reporting

Improved Content Search view
Topic miner Dutch language support

Self service and automation

Automatically generate utterances in voice and digital bot flows with Genesys Virtual Agent and Genesys Agent Copilot
Knowledge bases with content search available in Architect bot flows and digital bot flows

View details

December 9, 2024Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification

Account management

Control scripts access based on division membership

Data, analytics, and reporting

Native voice transcription support for Swiss German
Improved native voice transcription accuracy for Spanish

Employee productivity

Voicemail push notifications in Communicate mobile app

Open platform

CX Cloud from Genesys and Salesforce language support
Supporting links for operational event details

Self service and automation

Track and optimize flow size with enhanced insights

Workforce engagement

Improved workforce management schedule editor agent filter and sort
Workforce management weekly staffing requirements with ABM forecasts
Improved deferred workload prediction algorithm

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

View details

December 2, 2024Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Authenticated messaging enabled for Mobile Messenger
View Mobile Journey Tracking for enhanced agent insights
Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

Audit Viewer granular detail of role changes

Customer Engagement

Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

Preview active emails in queue and parked emails
Collaborate chat hyperlink ability

Open platform

Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

Capture slot values via LLMs with Genesys Virtual Agent
Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

Workforce management activity smoothing and schedule variability

View details

November 25, 2024Click to expand

November 18, 2024Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Quick replies, cards, and carousels for open messaging
Automatically pause co-browse session for specific pages
Real-time WhatsApp message status tracking
External Contacts external ID support
Workitems List View filter and sort support

Data, analytics, and reporting

Enhanced bulk import for external contacts

Employee productivity

Automatic missed call notifications for mobile communicate users

Workforce engagement

GCBA proxy server support
Enhanced date format display for workforce management agents

View details

November 11, 2024Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Enable UUI retrieval from outbound call responses

Account management

Genesys Cloud self-certifies for the EU-U.S. Data Privacy Framework

Data, analytics, and reporting

Journey Management filter and display options

Employee productivity

Improved agent messaging interface
Keyboard support for DTMF input in embedded framework

Deprecations

Deprecation: Supervisor for iPad app

View details

November 4, 2024Click to expand

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Agent Copilot summarization model improvement
Introducing Architect workitem flows for enhanced work automation
Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

Enhanced interaction visibility in agent status widget
Sentiment and agent empathy analysis for Swiss German language

Open platform

Additional conversation events for the Operational Console

Self Service & Automation

Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages

Self service and automation

Architect toolbox search option

Deprecations

Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

View details

October 28, 2024Click to expand

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

View details

October 21, 2024Click to expand

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

View details

October 14, 2024Click to expand

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, 2024Click to expand

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, 2024Click to expand

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, 2024Click to expand

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, 2024Click to expand

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

View details

September 9, 2024Click to expand

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, 2024Click to expand

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

August 26, 2024Click to expand

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

August 19, 2024Click to expand

August 12, 2024Click to expand

August 5, 2024Click to expand

July 29, 2024Click to expand

Customer engagement

Barge-in capability for supervisors and administrators

Data, analytics, and reporting

Enhanced agent status visibility for supervisors

Employee productivity

Utilization labels for Click to Dial API

Open platform

Genesys Cloud Voice phone number availability in LATAM countries
Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce

Workforce engagement

Real time update of gamification scores

Deprecation

2024 Genesys CIDR expansion and firewall requirements notification

View details

July 22, 2024Click to expand

Account management

Hourly interacting users billing option

Customer engagement

Highlight markdown support in web messaging
Outbound open messaging on behalf of a queue

Data, analytics, and reporting

Improved native voice transcription accuracy for Portuguese
Introducing digital performance monitoring views

Employee productivity

Genesys Agent Assist available for Japanese language

Self service and automation

Select multiple segments in knowledge article variations
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Introducing Architect Replay Mode
Advanced Architect execution data capabilities for all flows

Workforce engagement

Improved navigation between published schedules in the workforce management schedule editor
Genesys Cloud Workforce Management work plan bidding

View details

July 15, 2024Click to expand

July 8, 2024Click to expand

Customer engagement

Introducing Work Automation

Data, analytics, and reporting

Topic miner German, Italian, and Portuguese language support

Employee productivity

Introducing direct routing to dedicated users
Introducing Genesys Agent Copilot

Open platform

Dynamic documentation and trigger enablement for the Operational Console

Workforce engagement

Manage time-off details in the workforce management Time-off Limits view
Trade alternative shifts for enhanced workforce management shift management

Deprecations

Deprecation: Mobile Messenger SDK for React Native apps

Platform

Japanese translation of the Export report

View details

July 1, 2024Click to expand

Customer engagement

Limit agent actions during co-browse sessions

Data, analytics, and reporting

Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
Architect supported languages user interface enhancements
Collapsible card interface in Architect actions

Workforce engagement

Improved native voice transcription accuracy for Dutch

Deprecations

Deprecation postponement: Legacy alerting system

View details

June 24, 2024Click to expand

Data, analytics, and reporting

View speech and text analytics data for a year at a time

Customer engagement

Granular control for clearing or signing out of web visit or journey sessions

Self service and automation

HELD (HTTP Enabled Location Delivery) for E911 Location Information

Workforce engagement

Interaction recording download tracking in audit trail

Deprecations

Deprecation: Open messaging inbound endpoint

View details

June 17, 2024Click to expand

Customer engagement

SMS UK long code purchase requirement
Expanded campaign rule actions for enhanced automation
Enhanced dynamic filtering for real-time adjustments in campaigns
Reconnect and reply to closed email
Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

Enhanced dictionary management

Employee productivity

Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
Enhanced privacy controls for ad hoc recordings

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

Enhanced employee recognition for improved engagement

View details

June 10, 2024Click to expand

Account management

Simplified customer firewall requirements

Customer engagement

Enhanced message delivery status in messenger widget

Employee productivity

Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
Insights app for iOS
Direct voicemail non-ACD call transfer for enhanced call management

Open platform

Enhanced AudioHook Monitor configuration and migration process

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Workforce engagement

SCORM 1.2 learning standard conformance
Learning module improvements

Deprecations

Deprecation: ACD Web Chat 2.0 (Rest API)
Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

View details

June 3, 2024Click to expand

Account management

Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

Email notifications for expiring and expired scheduled exports
Introducing Architect Journey Flows for inbound and secure call flows

Open platform

Genesys Cloud Voice currencies and inbound list pricing regional availability
Poly VVX hostname format

Self service and automation

Enhanced AudioHook Monitor configuration and migration process

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

Deprecations

Deprecation postponement: Legacy alerting system

View details

May 27, 2024Click to expand

Account management

View all groups permission

Data, analytics, and reporting

United Kingdom Genesys Cloud SMS users
Interaction categories for interaction analysis

Customer engagement

File attachments via supported content profile
Queue segmentation of canned responses
Re-use SMTP connections in outbound email

Self service and automation

Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

Supervisor WEM dashboard

View details

May 20, 2024Click to expand

Customer engagement

Auto-answer functionality for agents in preview campaigns
Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

Improved interval granularity for ad-hoc exports
Edit and rerun scheduled exports
Export panel enhancements

Employee productivity

Genesys Agent Assist summarization Spanish support (preview)
Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
BYOC Cloud TLS X.509 certificates
Architect data tables user interface updates

Workforce engagement

Insights visual charting for supervisors

Deprecations

Deprecation: BYOC Premises Edge Remote Survivability
Deprecation: Active screen recordings UI

View details

May 13, 2024Click to expand

Customer engagement

View and edit imported data via the user interface in the Contact List editor
Dynamic outcome targeting in Predictive Engagement action maps

Self service and automation

Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

Deprecation

Deprecation: Adobe data actions integration removal

View details

May 6, 2024Click to expand

April 29, 2024Click to expand

Data, analytics, and reporting

Enhanced toast, email, or SMS notification alerts
Enhanced alerts management
Improved native voice transcription accuracy for Korean dialect

Employee productivity

Genesys Agent Assist summarization moved to the ACW pane
Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
Control knowledge behavior from start to finish in Architect digital bot flows
Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Deprecations and announcements

Deprecation postponement: Legacy alerting system

View details

April 22, 2024Click to expand

Account management

Web surveys in Genesys Cloud EX

Data, analytics, and reporting

Analytics data masking options
Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages
Improved sentiment analysis for French and Spanish languages
Speech analytics in Genesys Cloud EX
Agent empathy analysis

Employee productivity

Agent desktop email user interface enhancements
Headset call control buttons in embedded clients

Deprecations and announcements

Deprecation: Legacy historical adherence query route
Deprecation: Native LINE third-party messaging channel

View details

April 15, 2024Click to expand

April 8, 2024Click to expand

Customer engagement

Outbound WhatsApp message on behalf of a queue
File attachments via supported content profile

Data, analytics, and reporting

Edit and rerun scheduled exports
Export panel enhancements
Improved native voice transcription accuracy for Spanish dialects

Employee productivity

Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

Introducing the Nuance Recognizer as a Service integration
Improved flow size indicator in Architect
Introducing the Audio Connector integration

Deprecations and announcements

Deprecation: Mobile Messenger SDK for React Native apps
Deprecation: Native X (formerly Twitter) third-party direct messaging channel

View details

April 1, 2024Click to expand

Account management

Operational console to monitor and view operational events

Data, analytics, and reporting

Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

Enhanced search capability within skill expression groups

Workforce engagement

Leaderboard view disabled for organizations with disabled gamification
Change forecast associated with a schedule
Recording bulk action API improvement for aged recording management

Deprecations and announcements

Deprecation postponement: Legacy alerting system

View details

March 25, 2024Click to expand

March 18, 2024Click to expand

March 11, 2024Click to expand

Workforce engagement

Automated time-off approval for grouped agents

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support

Employee productivity

Genesys Agent Assist knowledge article feedback
Public APIs for Collaborate chat room management and chat messages
Remove users from Collaborate chat rooms

Data, analytics, and reporting

Improved native voice transcription accuracy for Italian

Customer engagement

Skills-based dialing for Preview and Progressive campaigns
Configure labels to manage interactions
Genesys Cloud Voice in Italy
Refreshed Predictive Engagement user interface

Deprecations and announcements

Deprecation: Outbound Search Audits view
Deprecation: Native X (formerly Twitter) third-party direct messaging channel

View details

March 4, 2024Click to expand

February 28, 2024Click to expand

Self service and automation

Improved utterance confusion resolution in Architect bot flows and digital bot flows

Data, analytics, and reporting

Improved native voice transcription accuracy for German

Customer engagement

Specify queue in scheduled callbacks
Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
ACD conferences
Predictive engagement new and replaced operators

Deprecations and announcements

Scheduled hybrid organization migrations

View details

February 21, 2024Click to expand

Customer engagement

Web messaging support in MEC1 (UAE) region
Digital channels participant information update

Self service and automation

Knowledge portal refreshed article search results

Employee productivity

Submit feedback in Genesys Tempo

Data, analytics, and reporting

Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
Notification API voice transcription number normalcy for English languages
Improved native voice transcription accuracy for French languages
Improved sentiment analysis for English languages

View details

February 14, 2024Click to expand

Customer engagement

Enhanced pacing control in dialing campaigns
Co-browse for voice via Messenger
Deploy Messenger without web messaging
Messenger JavaScript SDK toaster plugin
Enhanced external contacts data access control for agents

Data, analytics, and reporting

Improved native voice transcription accuracy for Spanish

Self service and automation

Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

APIs to integrate external learning modules

Deprecations and announcements

Deprecation: Adobe data actions integration removal
Deprecation: Pointillist Community

View details

February 7, 2024Click to expand

Account management

API for platform limit event alert

Customer engagement

Message routing admin page user interface enhancements
Improved on-demand Messenger launcher visibility
Active Total Callback column in Performance views
WhatsApp monthly recurring charge removal

Data, analytics and reporting

Improved native voice transcription accuracy for Dutch
Topic miner queue selection increase

Resource center

Genesys Cloud release notes enhancements

Self service and automation

Export utterance history data from Architect bot flows and digital bot flows
Intent miner Portuguese language support

Deprecations and announcements

Deprecation: Legacy historical adherence query route

View details

January 31, 2024Click to expand

Customer engagement

Transfer APIs and associated permissions
Client Credential Flow (CCF) authentication support for SMTP integrations
Support for multiple external email participants

Data, analytics, and reporting

Architect Flow Insights toggle for bot and digital bot flows
Improved accuracy of Irish street names in English native voice transcription

Open platform

Update agent preferred name via public API
Asia Pacific satellite region deployment

Self service and automation

Search for a knowledge base article by ID in Architect

Workforce engagement

Support for disputed evaluations on gamification metrics scorecards

View details

January 24, 2024Click to expand

Data analytics and reporting

Improved native voice transcription accuracy for Japanese

Employee productivity

Enhancement of inactivity timeout in embedded clients

Open platform

Osaka, UAE, and Zurich region deployments

Workforce engagement

Suppress recording when a call is on hold

Deprecations and announcements

Deprecation: Legacy ACD web chat
Deprecation: Google Agent Assist for Genesys Cloud
Deprecation: Legacy co-browse and screenshare

View details

January 17, 2024Click to expand

Customer engagement

Advanced input file pre-processing
Additional file format support for contact lists

Open platform

Portuguese language support

Self service and automation

Historical execution data for Architect bot flows and digital bot flows

Workforce engagement

Workforce management navigation menu grouping
Staffing requirements and performance metrics in the Schedules screen

Deprecations and announcements

Deprecation: Legacy alerting system

View details

January 10, 2024Click to expand

Customer engagement

Improved digital agent-to-agent transfer
Increased number of outcomes limit

Data, analytics and reporting

Sensitive data masking French and Italian language support
View daily agent login and logout activity for multiple agents
Enable/disable evaluation and survey data in Interactions and My Interactions views
Analytics user interface enhancements
Introducing external contacts and external organizations filters and columns in performance views

Self service and automation

Architect data tables user interface updates
Triggers UI improvements

Workforce engagement

Change agent schedulable status from the Agents view
Change daily values and distribution forecast modification type

Deprecations and announcements

Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

View details

December 20, 2023Click to expand

Data, Analytics & Reporting

Acoustic metrics added to transcript aggregates
Open interactions in a new Analytics workspace tab
English voice transcript sensitive data masking improvements

Employee productivity

Introducing metrics and reporting for Genesys Agent Assist

Open platform

Leveraging Digicert as the certificate authority in the mTLS process

Deprecations and announcements

Deprecation: Pointillist Community

View details

December 13, 2023Click to expand

Account management

Control wrap-up code access within divisions

Customer engagement

Outbound dialing contact list builder
Mobile customer journey tracking
Improved call analysis response performance
Mobile app event orchestration

Data, analytics and reporting

Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Open platform

CX Cloud from Genesys and Salesforce integration

Self service and automation

Knowledge workbench V2 Japanese language support

Workforce engagement

Improved Automatic Best Method (ABM) forecasting accuracy
Average Talk Time gamification metric
Learning modules with rich text format
Supervisor insights improvements

Deprecations and announcements

Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
Deprecation: Genesys Cloud SSO certificate expiry

View details

December 6, 2023Click to expand

Account management

Change password set/reset workflow
Password policy minimum requirements

Customer engagement

Increased support for non-E.164 format phone numbers in Single Customer View
In-queue and scheduled callback automation
Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

Topic miner French language support
Mine for new trending topics in email interactions
Sentiment Analytics data in Agent/Queue/Flow Topic views
Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Workforce engagement

Screen recording available in Genesys Cloud CX 1 license

View details

November 29, 2023Click to expand

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

View details

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

View details

November 8, 2023Click to expand

November 1, 2023Click to expand

October 25, 2023Click to expand

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

October 18, 2023Click to expand

Account management

Division-aware configuration objects default to all divisions
Assign divisions to secondary statuses
User settings page displays the last login date and time

Customer engagement

GCV outbound fraud protection

Data, analytics and reporting

New speech and text analytics permissions
Agent empathy analysis API for English transcripts
New analytics dashboard metrics
Messenger co-browse toolbar improvements
Remove agents who deselect their phone from the queue

Employee productivity

Agent target selection interface and workflow improvements

Workforce engagement

Assign division specific secondary status codes for agents

View details

October 4, 2023Click to expand

Data, analytics and reporting

Improved native voice transcription accuracy for specific French dialects
Improved native voice transcription accuracy for specific Spanish dialects

Open platform

Ringtone selection for call alerts

Self service and automation

Centralized import and export for knowledge workbench V2
Preview knowledge workbench V2 articles
Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

View details

September 27, 2023Click to expand

September 20, 2023Click to expand

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

September 13, 2023Click to expand

Customer engagement

Open messaging typing indicators

Data, analytics, and reporting

Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

Architect workflow trigger automation
Introducing Genesys Cloud CX Accelerators

Self service and automation

Support center name change
Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
Introducing the Architect Optimizations dashboard
Architect flow outcomes and milestones user interface updates

Workforce engagement

Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

Deprecation: Canned reports

View details

September 6, 2023Click to expand

Customer engagement

Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

Data, analytics, and reporting

WebRTC Media Helper in Analytics

Self service and automation

Architect zoom enhancement and legacy user interface toggle removal

Workforce engagement

WEM activity views in Genesys Cloud for Salesforce embedded client
Telephony administrator user interface updates

Deprecations and announcements

Search Audits APIs deprecation postponement

View details

August 30, 2023Click to expand

Customer engagement

Conditional group routing as the timeout routing method for preferred agent routing
Require the WebRTC Media Helper
Custom music for agent-initiated hold duration
End interactions automatically when agents logoff
Improved media handling for outbound message attachments

Data, analytics, and reporting

Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
Introducing the Genesys Cloud Analytics Add-on (A3S)
Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

Genesys Cloud for Chrome extension update
Calling party ID in p-asserted identity SIP header
Yealink headsets support

Self service and automation

Additional formatting for knowledge workbench v2 articles
Test digital bot flows in real time
Intent health in Architect bot flows and digital bot flows

Workforce engagement

Quality evaluation scores now available as a gamification metric

Deprecations and announcements

US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
Arrow Electronics partnership and end of preconfigured edge appliances program
Deprecation: CX digital agent workspace (digital desktop only)
Japanese translation of “idle” inconsistency

View details

August 23, 2023Click to expand

August 16, 2023Click to expand

Contact center

Additional voice transcription accuracy improvements for Japanese
Sensitive Data Masking for voice interactions
Additional CX 1 Digital Add-On II capabilities
Co-browse for web messaging read-only fields and buttons
Dashboards summary page enhancements
Dashboard management for administrators
Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

Search Audits view deprecation
BYOC Cloud TLS X.509 certificate renewal
Certificate Authority change for Microsoft Teams integration
Release Notes category improvements

View details

August 9, 2023Click to expand

August 02, 2023Click to expand

Contact center

Updated WhatsApp pricing structure
Copy and share interaction transcripts
Web messaging inbound custom attribute size limit requests
SMS short code number in France
Improved workload balancing in predictive routing

Integrations

Two score-setting options for ranking waiting interactions

Platform

PCI DSS recertification
Genesys Cloud WhatsApp Embedded signup self-service onboarding
Subscribe to events from the Operational Console

Deprecations and announcements

Deprecation: Outbound Search Audits view
Mandatory SMS US and Canada registration

View details

July 26, 2023Click to expand

July 19, 2023Click to expand

July 12, 2023Click to expand

July 5, 2023Click to expand

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

June 28, 2023Click to expand

June 21, 2023Click to expand

June 14, 2023Click to expand

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Drill down to dashboard performance views
Real time alerting based on agent’s after call work duration
Improved dashboard create and edit options
Show or hide top viewed articles in Support Center
Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

Resource Center improvements
Telephony Extensions now support Divisions

Deprecations and announcements

Legacy alerting system deprecation
External Contact directory pages external organization logo removal

View details

June 7, 2023Click to expand

Collaborate

Support for MDM browser authentication for Collaborate for iOS

Contact center

Workforce management time-off requests user interface improvements
Improvements to playback screen recordings
Workforce management and HR Integration System (HRIS) integration
Modify the default whisper tone in Architect
Real-time alerting for waiting interactions
Introducing improved alerting

Integrations

Client information in the embedded clients interaction window

Deprecations and announcements

Journey customer service deprecation

View details

May 31, 2023Click to expand

May 17, 2023Click to expand

Communicate

Additional ringtone options for Communicate for iOS and Android

Contact Center

Agent email editor enhancements

Email signatures appended to agent email

Set SMS Phone Number pre-contact digital rule action

Perform multiple actions on an email

Add and remove flexibility for email history in agent emails

Introducing Queue Wrap-up Summary Report

Introducing static download links for export

Integrations

8×8 integration

View details

May 10, 2023Click to expand

May 3, 2023Click to expand

Communicate

Support for MDM browser authentication for Communicate for iOS

Contact Center

Additional voice transcription accuracy for Arabic
Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
Automatically reschedule time zone skipped contacts

Platform

Identify unused roles and permissions in the Admin UI
Display number of interactions routed via non-predictive routing method due to timeout

Deprecations and announcements

BYOC Premises—Customer VM Solution deprecation

View details

April 26, 2023Click to expand

Contact Center

Generative AI to summarize agent digital interactions
New workforce management scheduling menu
Automatic language detection for digital interactions
Show or hide top searched articles in Support Center
Bulk changes to knowledge base question and answer articles
Copy an existing evaluation or web survey form
Customer Journeys tab in the Interactions View
Canned responses source code/HTML editor
Access to Queue Agent Details View by division membership

Integrations

Introduction of OAuth 2.0 for custom SMTP integration

Deprecations and announcements

Customer journey tab replacement

View details

April 12, 2023Click to expand

April 5, 2023Click to expand

Platform

Automatic inactivity timeout improvement
Maximum voicemail recording length setting

Contact Center

Introducing the Data Actions Performance views
Introducing new Topic tab in agent, queue, and flow summary and detail views
Extended voice transcription services support for Arabic and Hebrew right to left languages
Topics and phrases support for Arabic right to left languages
Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
Data action in rule conditions for digital campaigns
Notification message for conversation disconnect

Deprecations and announcements

Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

View details

March 29, 2023Click to expand

Communicate

Built-in Genesys Cloud WebRTC diagnostics application improvements

Contact Center

External contacts Profile tab updates
Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
Archive and unarchive learning modules

Integrations

Automatic regionalization of endpoints for existing Google Cloud TTS and STT integrations
Custom voices support for the Google Cloud Text-to-Speech integration

Deprecations and announcements

Static data actions for web service data actions integration removal

View details

March 22, 2023Click to expand

Communicate

Transcription for Communicate voicemails
Active speaker indicators

Contact Center

Additional voice transcription accuracy improvements for Spanish
Approve time-off requests based on agent hire date
Evaluation source in evaluation cards
Enhanced pagination control in analytics workspace views
Queue Performance Summary chart view
Metric values in views with duration statistics
Transcription for Communicate voicemails
Restricted access to details about predictive routing agents
Delete a knowledge base

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

View details

March 15, 2023Click to expand

Contact Center

Topic spotting improvement
Extend after call work (ACW) timeout settings to digital channels
Agent requested after call work (ACW) option
After call work (ACW) analytics for callbacks improvement
Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
Genesys natural language understanding (NLU) improvements

Integrations

Genesys AppFoundry improvements

Deprecations and announcements

Static data actions for web service data actions integration
Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

View details

March 8, 2023Click to expand

Collaborate

Set time to return to previous status after users disconnect and reconnect

Communicate

US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

Introducing Genesys Cloud Background Assistant for screen recording with the web app
Introducing regional storage for call recordings
SSML support in Genesys Dialog Engine Bot Flows
New Search endpoint
New variables and improvements for scripts
Improved do not contact (DNC) list functionality to support custom values
Communicate call classification update

View details

March 1, 2023Click to expand

Contact center

Introducing homescreen configuration for Messenger
Knowledge articles in Messenger
Agent Log-in Log-out report
Status duration data for agents
Analytics workspace improvements
Delayed reaction triggers for process automation

Platform

Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

Mandatory US and Canada SMS/MMS registration
Deprecation of select filters in Analytics API in Predictive Engagement postponement
End of Analytics Conversation Detail Endpoint API query interval change allowlist
CIDR IP address range for cloud media services expansion

View details

February 22, 2023Click to expand

Communicate

Require the WebRTC Media Helper
WebHID technology for Jabra headsets re-enablement

Contact center

Improved interval granularity for a specific time span during performance metrics exports
Improved module scheduling
Scorecard tab improvements in the agent activity view

Deprecations and announcements

journeyCustomer cookie id from GDPR API subjects response deprecation
Customer journey tab replacement
Genesys legacy Dialog Engine deprecation
Knowledge workbench V1 deprecation

View details

February 15, 2023Click to expand

Contact center

Status metrics for multiple queues on Performance Dashboards
Support for capitalization and punctuation in native voice transcription for English transcripts
Improved sentiment analysis for English
Knowledge workbench Dutch language support

Deprecations and announcements

CIDR IP address range for cloud media services expansion postponement
Canned reports deprecation date updates

View details

February 8, 2023Click to expand

February 1, 2023Click to expand

Contact center

Participant names and avatars in Genesys Messenger
Sentiment data in Topic Trends views

Platform

Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

Windows 8 and 8.1 support for the desktop app deprecation
Identify Journey SDK method in Predictive Engagement deprecation
API endpoint change for local key settings in recording service

View details

January 25, 2023Click to expand

Collaborate

Control access to the /giphy chat command

Contact center

Callback outcomes metrics
Evaluation Assistance
Evaluation, survey, and assessment form builder enhancements
Additional voice transcription accuracy improvements for Spanish

Platform

Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

View details

January 18, 2023Click to expand

Collaborate

Video setting improvements

Contact center

Introducing the Genesys Cloud EX license
Online Agents count metric and Owned by Me filter for Performance Dashboards
Multiple media type filter support in views and exports

Deprecations and announcements

Identify Journey SDK method in Predictive Engagement deprecation
OS Family attribute in Predictive Engagement
CIDR IP address range for cloud media services expansion

View details

January 11, 2023Click to expand

Contact center

Specify a default panel for agent interactions
Conversation autostart for mobile platforms
Extended voice transcription services text decoration support
Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
Improved voice transcription accuracy for Japanese
Historical adherence bulk request

Deprecations and announcements

End of Analytics Conversation Detail Endpoint API query interval change allowlist

View details

December 21, 2022Click to expand

Contact center

Co-browse for web messaging
Automatic email signatures in canned responses
Enhanced canned responses editor options
Rich media in knowledge base articles
Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

Introducing the Google Cloud Speech-to-Text (STT) integration
Microsoft Teams integration enhancements

Platform

Single sign-on configuration enhancements

Deprecations and announcements

OS Family attribute in Predictive Engagement
Windows 7 support for the desktop app deprecation
Canned reports deprecation date updates
CIDR IP address range for cloud media services expansion postponement

View details

December 14, 2022Click to expand

Communicate

WebHID technology for Jabra headsets
Telephony administrator user interface updates

Contact center

Genesys Agent Assist available in Genesys Cloud Embedded Clients
Import and export knowledge base articles in additional formats
No input timeout settings in Genesys Digital Bot Flows
Call digital bot flows from Architect in-queue message flows
Sentiment data in Agent Queue Detail and Queue Agent Detail views
Topic spotting improvement
Japanese programs, topics, and phrases support
Usability improvements to messaging and email in the Transcript tab
Genesys Cloud forecasting user interface updates

Deprecations and announcements

Genesys Cloud SSO certificate expiry
CIDR IP address range for cloud media services expansion

View details

December 7, 2022Click to expand

Communicate

Ringtone options for web and desktop apps

Contact center

Predictive routing queue impact report
Limited details for interactions older than 1.5 years available in all regions
Auto search for callbacks and outbound campaign calls in the Profile panel
Offset parameter added in recording bulk job API
Do Not Contact list endpoints for record removal
Genesys Messenger support for Hebrew
Tempo icon in Genesys Cloud
Workforce management time-off plan accessibility improvements
Knowledge workbench V2 accessibility improvements

Deprecations and announcements

Microsoft Edge Legacy browser support deprecation

View details

November 30, 2022Click to expand

Contact center

Introducing topic mining
Historical shrinkage data
Filter by topic dialect
Work plan information in agent schedule views
Messenger headless support
Increased email size limit for custom AWS integrations
Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
Microsoft Azure Cognitive Services TTS in Architect secure flows
Email configuration UI updates

View details

November 16, 2022Click to expand

Communicate

Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

Genesys Agent Assist in agent workspaces
Delayed arrival notifications to supervisors in Genesys Tempo™
Coaching appointment configuration improvement
Improved voice transcription accuracy for Spanish
Limited details for interactions older than 1.5 years available in select regions

Platform

IP addresses for data actions integrations automatically allowed

View details

November 9, 2022Click to expand

November 2, 2022Click to expand

Communicate

International number plans as outbound routes changes

Contact center

Introducing Genesys Cloud digital licenses
Agentless email notifications
Outbound email campaigns
Delivery status receipts for outbound email campaigns
Manage time zones for outbound email campaigns
Increased email size limit for custom SMTP integrations
New filters and columns in Content Search view
AudioHook billing for active use only
Cumulative uploads of external metrics for performance scorecards

Deprecations and announcements

API endpoint change for local key settings in recording service
CIDR IP address range for cloud media services expansion

View details

October 26, 2022Click to expand

October 19, 2022Click to expand

October 12, 2022Click to expand

October 5, 2022Click to expand

September 28, 2022Click to expand

Contact center

Cards for bot conversations
Carousels for bot conversations
Manually assign waiting interactions
Routing metrics added to Queue Agent Detail and Agents Queues Detail views
Interactions views fax column and filter
Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Platform

Improved user activity indicators
Genesys Cloud subscription name updates

Deprecations

API default profile change for gamification metrics postponement

View details

September 21, 2022Click to expand

September 14, 2022Click to expand

Collaborate

Video chat participant notifications

Contact center

Introducing the Knowledge Performance dashboard
My Interactions view for agents
Genesys Messenger conversation auto-start
Audience size estimator for action maps in Predictive Engagement
Test regular expression slot types before implementation
Nuance Mix integration in Architect secure flows
Amazon Lex V2 bots in Architect secure flows
Google Cloud Dialogflow CX bots in Architect secure flows
Nuance TTS integration in Architect secure flows
Genesys Enhanced TTS in Architect secure flows
988 Suicide Hotline number plan available with Genesys Cloud Voice
Genesys Messenger support for Portuguese
Intent miner French language support

View details

September 7, 2022Click to expand

August 31, 2022Click to expand

August 24, 2022Click to expand

August 17, 2022Click to expand

August 10, 2022Click to expand

Contact center

Copy a development and feedback module
Genesys Beyond module enhancements
Configure setting to reduce latency of transcripts sent through Notifications API
Messenger Transport Mobile SDK
Use self-managed AWS Key Management Service for conversation data encryption

Platform

South America (São Paulo) region deployment

Deprecations

Microsoft Edge Legacy browser support deprecation
Website visitor count API change

View details

August 3, 2022Click to expand

July 27, 2022Click to expand

July 20, 2022Click to expand

July 13, 2022Click to expand

Collaborate

Genesys Cloud video chat setting improvements

Communicate

Introducing BYOC Premises Customer Hardware Solution
Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

Topic trends summary and detail views
Agent ACD skills and language proficiency routing improvement
Improved default program list in speech and text analytics settings
Japanese voice transcription support

Deprecations

Website visitor count API change

View details

July 6, 2022Click to expand

June 29, 2022Click to expand

June 22, 2022Click to expand

Contact center

Reset and reassign development and feedback modules
Interaction evaluation form version tracking
Blocked offer views for Predictive Engagement journey action maps
Rich text formatting in bot messages
Interactions UI improvement
Intent miner Spanish language support
Web chat widget support for Google Fonts

Deprecations

Canned reports deprecation
API default profile change for gamification metrics

View details

June 15, 2022Click to expand

June 8, 2022Click to expand

June 1, 2022Click to expand

May 25, 2022Click to expand

May 18, 2022Click to expand

Contact center

Introducing AudioHook Monitor
Mandatory US and Canada SMS toll-free number verification
Retrieve estimated wait times for different media types in Architect flows
Use random functions in Architect decision actions
Parity in agent performance views with agent metrics reports
Export and import forecast in user-selected time zone for workforce management
Secure pause recordings when not a conversation participant in Conversations API

Platform

Enable automatic capture of console logs for troubleshooting

Deprecations

Agent interaction UI collapse/expand control removal

View details

May 11, 2022Click to expand

Communicate

Introducing hybrid telephony connections

Contact center

Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
Recycle a digital campaign
Enhanced customer journey view for Predictive Engagement administrators
Shrinkage Reporting API for workforce management
Ability to provide feedback to sentiment analysis in French dialects
Dutch programs, topics, and phrases support

Integrations

Amazon EventBridge topic for wrap-up codes
Amazon EventBridge topics for external contacts and after call work events

Platform

Updated icons in the Genesys Cloud UI

View details

May 4, 2022Click to expand

Contact center

Workforce management agent schedule enhancements
Expanded inbound MMS support for SMS messages
Outbound MMS support for SMS messages
DNC.com integration for Do Not Contact lists enhancements
Performance report for queues with predictive routing
Ability to remove PII from voicemail and fax notifications

Integrations

Amazon EventBridge topics for conversation and flow metrics

Platform

API usage report
CX as Code support for Architect flows
Genesys Cloud fair use policy documentation improvement

Deprecations

Deprecation of workforce management time-off requests for non-consecutive days

View details

April 27, 2022Click to expand

Contact center

Authenticated web messaging
”Bring your own keys” for recording encryption
SSML support for language capabilities in Genesys Dialog Engine Bot Flows
Toll-free number and long code support in NANP for outbound SMS campaigns
Map secondary presence statuses to workforce management activity codes
Workforce management view adherence permission

Deprecations

Workforce management adherence permission change

View details

April 20, 2022Click to expand

April 13, 2022Click to expand

April 6, 2022Click to expand

Communicate

Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

Contact center

Inline images in canned responses
Ability to disable call analysis and answering machine detection
Email, message, and chat transcript enhancements
Configure workforce management activities as interruptible for coaching

Deprecations

Workforce management adherence permission change

View details

March 30, 2022Click to expand

Contact center

Predictive routing for email interactions
Predictive routing for message interactions
Coaching UI improvements
Coaching and learning by division access
Architect Flush Audio action
Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

The Developer Center has a new look
Introducing Developer Center Notifications Monitor

Deprecations

Deprecation of workforce management time off requests for non-consecutive days

View details

March 23, 2022Click to expand

Contact center

Introducing analytics workspace
Average Hold Handled and ACW Handled columns in Performance views
Improved customer sentiment scoring
Workforce management import service enhancement
Configurable Messenger position for web messaging
Web messaging delivery status notifications
Campaign and campaign sequence schedule improvements

Platform

US East 2 (Ohio) region deployment

Deprecations

Agent interaction UI collapse/expand control removal

View details

March 16, 2022Click to expand

March 9, 2022Click to expand

Contact center

Introducing Architect built-in voicemail flow
Flow milestone views and flow outcomes and performance view updates
Scheduled Callbacks view improvements
Expanded workforce management audit log details
View the creation date and time of a schedule or forecast
Inspirational quotes replacement

Integrations

Maximum instances per organization for Amazon EventBridge integration

Deprecations

Horizontal script panel in agent interaction UI removal
Workforce management adherence permission change

View details

March 2, 2022Click to expand

February 23, 2022Click to expand

February 16, 2022Click to expand

February 9, 2022Click to expand

February 2, 2022Click to expand

January 26, 2022Click to expand

Collaborate

Collaborate chat improvement

Communicate

Customize caller ID information with prioritized caller selection

Contact center

Create workforce management schedules without a forecast
Workforce management schedule validation error severity enhancement
Simplified recording and quality policy configuration
Evaluation summary in agent activity view

Integrations

Automatic log out of single sign-on provider

View details

January 19, 2022Click to expand

Contact center

Redesigned roster in agent interaction UI
Performance views for Predictive Engagement action maps, segments, and outcomes
Set skills and interaction priority in Architect in-queue flows
Audit log viewer for workforce management time-off requests and shift trades

Integrations

Delete data actions support

Deprecations

Architect Get Journey Sessions by Customer action removal

View details

January 12, 2022Click to expand

December 22, 2021Click to expand

Communicate

EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

Introducing the Amazon EventBridge integration
Introducing the Nuance Mix integration for voice and digital flows

Deprecations

Agent interaction UI collapse/expand control removal
Horizontal script panel in agent interaction UI removal
Workforce management historical data import service JSON format endpoint deprecation

View details

December 15, 2021Click to expand

Communicate

Telephony terminology changes

Contact center

Send custom attributes with web messages
Agentless Notification API enhancement for SMS and open messaging
Analytics Detail Events for the EventBridge integration
Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

CX as Code

View details

December 8, 2021Click to expand

Contact center

Voice interaction coaching and monitoring
Data actions as a voice campaign pre-call or post-call rule action
Automatic bot responses
Assign flow outcome within divisions
Sentiment score metric added to Transcripts Aggregate API
Polish voice transcription support

Deprecations

Workforce management adherence permission change
API endpoint change for supported topic spotting dialects

View details

December 1, 2021Click to expand

November 17, 2021Click to expand

Contact center

Time-off enhancements for workforce management
Ensemble model and Theta method for workforce management automatic best method forecasting
Additional columns and filter in Queues Performance views
Additional recording and evaluation filters and columns in Interactions view
Development Aggregate API for development and feedback modules
Additional French sentiment analysis support
Screen recording download permission

View details

November 10, 2021Click to expand

November 3, 2021Click to expand

October 27, 2021Click to expand

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Acoustic analysis information for voice interactions in the Details tab
Ability to provide feedback to sentiment analysis
Audience size estimator for action maps in Predictive Engagement

Deprecations

Max Calls replacement for BYOC Cloud trunks
Collaborate call functionality on mobile devices deprecation postponement

View details

October 20, 2021Click to expand

October 13, 2021Click to expand

October 6, 2021Click to expand

September 29, 2021Click to expand

September 22, 2021Click to expand

September 15, 2021Click to expand

September 8, 2021Click to expand

September 1, 2021Click to expand

Collaborate

Content management file sharing URL change

Communicate

SRV record support for TLS for BYOC Cloud trunks

Contact center

Assign Google Dialogflow bot events for canceled interactions
France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
Email reply enhancement

Platform

Cape Town Africa satellite region deployment
Assign schedules, schedule groups, and call routing objects within divisions
Standardized client SDK logging and configuration

Deprecations

API endpoint change for supported topic spotting dialects

View details

August 25, 2021Click to expand

August 18, 2021Click to expand

August 11, 2021Click to expand

August 4, 2021Click to expand

July 28, 2021Click to expand

Contact center

Interaction details and transcript UI improvements
Subscribe to transcripts through Notifications API
Journey aggregate query API for non-offered action states enhancement

Platform

Audit log viewer enhancement
Developer Guides

Deprecations

Skype for Business integration deprecation
Recording Service API metadata endpoint annotation deprecation
Journey JavaScript SDK specific mappable customer traits deprecation
Journey Reporting Service decommission postponement

View details

July 21, 2021Click to expand

July 14, 2021Click to expand

Collaborate

Video chat enhancements

Contact center

Introducing open messaging
Gamification leaderboard scope and reporting intervals customization
Enhanced agent workforce management schedule views in Genesys Tempo mobile application

Integrations

Introducing the Zoom Meetings integration
Salesforce Omni-Channel chat routing in Genesys Cloud

Deprecations

Collaborate call functionality on mobile devices deprecation
Journey JavaScript SDK specific mappable customer traits deprecation postponement

View details

July 7, 2021Click to expand

June 30, 2021Click to expand

June 23, 2021Click to expand

June 16, 2021Click to expand

Communicate

WebRTC Media Helper for VDI environment

Contact center

Introducing Architect common module flows
Permission to activate and deactivate queue membership
New custom actions and usability improvements for script designers
Caller ID and caller name specification on Callback API
Bring Your Own Technology (BYOT) billing changes

Deprecations

Facebook Messenger HUMAN_AGENT message tag deprecation
Predictive Engagement outcome limitation change
Topics and programs audit events name change

View details

June 9, 2021Click to expand

June 2, 2021Click to expand

May 26, 2021Click to expand

May 19, 2021Click to expand

Contact center

Add external links for coaching appointments
View participant data attributes in the interaction detail page
Audit log viewer for workforce management schedules and work plans

Deprecations

Journey JavaScript SDK specific mappable customer traits deprecation
Predictive Engagement webhooks deprecation
Reduced data retention period for journey history postponement
Predictive Engagement outcome limitation change postponement

View details

May 12, 2021Click to expand

May 5, 2021Click to expand

Communicate

Search for external contacts and organizations on mobile devices

Contact center

Topic manager and topic spotting support for queues and flows
Configurable messaging threading timeline
Export Architect flows in YAML format
External contacts bulk APIs for notes and relationships
Journey aggregate query API for non-offered action states

Deprecations

CIDR IP address range for cloud media services change completed

View details

April 28, 2021Click to expand

April 21, 2021Click to expand

April 14, 2021Click to expand

April 7, 2021Click to expand

March 31, 2021Click to expand

March 24, 2021Click to expand

March 17, 2021Click to expand

March 10, 2021Click to expand

March 3, 2021Click to expand

February 24, 2021Click to expand

Contact center

Introducing Architect Dialog Engine bot flows
Introducing performance management and gamification
Track agent attrition
View historical data within workforce management best method forecasts
Introducing historical data import for workforce management best method forecasting
New Adobe Experience Platform Launch extension for Predictive Engagement

Deprecations

CIDR IP address range for cloud media services change

View details

February 17, 2021Click to expand

Communicate

Make and receive WebRTC calls on Android devices

Contact center

Search interactions for SIP signaling information for selected regions
Agent evaluation comment indicator
Call recording playback and transcription synchronization
Voice transcription support for BYOC Premises
Frequency capping on Predictive Engagement web action offers

Integrations

AWS Lambda data actions integration enhancement

Deprecations

Predictive Engagement webhooks deprecation
Journey history data retention period change

View details

February 10, 2021Click to expand

Communicate

BYOC Cloud custom SIP headers for improved carrier interoperability
Extended maintenance window for cloud-based Edge updates

Contact center

Introducing programs, topics, and phrases for speech and text analytics
US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
Coaching appointment scheduling with workforce management
Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

Introducing the Zoom Phone integration

Deprecations

Replace call with voice in Sentiment Aggregates API change

View details

February 3, 2021Click to expand

January 27, 2021Click to expand

January 20, 2021Click to expand

January 13, 2021Click to expand

Communicate

DID and toll-free number management enhancements

Contact center

Sentiment analysis for digital interactions
Voice transcription enhancement in speech and text analytics API
Undo or redo changes to a workforce management work plan
Genesys Predictive Engagement rebranding

Deprecations

Export Media Types and Role real-time columns data into .csv files deprecation
Limit journey and interaction history for external contacts and organizations to 365 days deprecation

View details

December 16, 2020Click to expand

Contact center

Queues Activity Detail view usability improvement
Performance Dashboards enhancement
Voice transcription search improvements
Predictive Engagement integration with Adobe Analytics
Chat emoji enhancement
Canned responses editor improvement

Deprecations

Analytics User Detail Endpoint API query interval change
Analytics Conversation Detail Endpoint API query interval change
Limit journey and interaction history for external contacts and organizations to 365 days postponement

View details

December 2, 2020Click to expand

November 18, 2020Click to expand

November 4, 2020Click to expand

Communicate

CIDR IP address range for cloud media services

Contact center

Genesys Virtual Agent Services available in the AppFoundry
Bot versioning in Genesys Dialog Engine

Platform

Genesys Cloud rebranding update

Deprecations

Screen recording policy changes for Genesys Cloud 2 users
Create Site API call attribute requirement change
Bridge server deprecation update
CIC data connector deprecation update

View details

October 28, 2020Click to expand

October 21, 2020Click to expand

October 14, 2020Click to expand

Communicate

Configure beep tones for line recording

Contact center

Email Performance view reports
Analytics Aggregates Endpoint API for sentiment analysis

Integrations

Introducing the Microsoft Teams integration

Platform

Disable Collaborate video

Deprecations

Limit interaction history for external contacts and organizations to 30 days deprecation
Default word confidence change in speech and text analytics settings

View details

October 7, 2020Click to expand

September 30, 2020Click to expand

Communicate

Geo-Lookup TURN for WebRTC implementations

Contact center

Download individual non-voice interaction recordings
View agent workforce management schedules on iOS devices
Sync workforce management schedules to external calendars with QR codes
Pass data between Genesys Cloud and Google Dialogflow
Long code support for outbound SMS campaigns
Save and dial non-E.164 numbers for external contacts

Platform

Desktop applications have a new name

Deprecations

Genesys Cloud Ruby SDK deprecation

View details

September 23, 2020Click to expand

Contact center

Introducing sentiment analysis
Enhanced player on interaction detail page
Richer customer journey context for agents
Business hours scheduling for Predictive Engagement web chats
Change history log for Predictive Engagement
Configurable default prompts in Genesys Dialog Engine

Integrations

IP addresses for emails sent using the custom SMTP server integration

Deprecations

Export Media Types and Role real-time columns data into .csv files deprecation

View details

September 16, 2020Click to expand

September 9, 2020Click to expand

September 2, 2020Click to expand

August 26, 2020Click to expand

August 19, 2020Click to expand

August 12, 2020Click to expand

August 5, 2020Click to expand

July 29, 2020Click to expand

Communicate

Port DID number management enhancement for Genesys Cloud Voice

Contact center

View agent workforce management schedules on Android devices
Google Dialogflow integration in Architect chat and messaging flows
Digital flow support for Flow Performance views
New filters for Flow Performance views
Performance Dashboards enhancement

Deprecations

TLS 1.1 protocol deprecation removal

View details

July 22, 2020Click to expand

July 15, 2020Click to expand

Communicate

DID and toll-free number management enhancements

Contact center

External Calling dialing mode for outbound campaigns
Reset Performance views to default settings
Filter by multiple items in Performance views
Filter by skills and languages in Skills Performance view
Launch workflows from the Architect API
Contact verification and interaction history enhancements for all regions

View details

July 8, 2020Click to expand

July 1, 2020Click to expand

Communicate

TLS transport protocol for BYOC Cloud trunks
Force TURN for WebRTC implementations
Network capture for troubleshooting

Contact center

Google Dialogflow environments for an Architect flow
New Date Span options for Metric widgets in Performance Dashboards
Supervisor actions in Agent Status widget in Performance Dashboards
Contact verification and interaction history enhancements for additional selected regions

Deprecations

Long polling for Genesys Cloud clients and network configurations deprecation removal
Data sync connector deprecation update
Web services data dip connector deprecation update

View details

June 24, 2020Click to expand

Contact center

Contact verification and interaction history enhancements for selected regions
Add Workforce Engagement Management to subscriptions
Template messages for agents using WhatsApp
Increased limit for Agent Performance views filters
Digital flow outcome functionality in Architect and Analytics API
Assign Google Dialogflow bot events for non-responsive callers
Barge-in functionality for Google Dialogflow enabled by default

Integrations

Introducing Adobe data actions integration
Introducing Adobe Experience Platform integration for profile lookup

Deprecations

Screen recording, evaluations, and surveys permissions change

View details

June 17, 2020Click to expand

Contact center

Introducing Nuance Text-to-Speech integration
Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
Get Journey Sessions by Customer action and Get Journey Session action in Architect

Deprecations

Screen recording, evaluations, and surveys permissions change postponement

View details

June 10, 2020Click to expand

Communicate

Genesys Cloud Voice in London

Contact center

New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
New filters in Skills and DNIS views
New columns in Interactions view
New filters in Interactions view

Platform

New dimensions and metric in Analytics API
Use a single grant type across regions for secure authentication
Journey JavaScript SDK enhancement for refined tracking and segmentation
Journey JavaScript SDK enhancement for web actions

View details

June 3, 2020Click to expand

May 27, 2020Click to expand

May 20, 2020Click to expand

May 13, 2020Click to expand

May 6, 2020Click to expand

April 29, 2020Click to expand

Platform

New AWS region deployments
Refresh tokens for secure authentication

Communicate

Genesys Cloud Voice availability for new AWS region
BYOC Cloud availability for new AWS regions

Contact center

Introducing improved workforce management features for selected regions
Improved ACD messaging for Facebook Messenger
Inbound MMS support for SMS messages
Interrupt a Google Dialogflow agent in an Architect flow

Integrations

SMTP server integration for outbound emails

Deprecations

WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
Contact center dashboard in Performance Overview menu deprecation removal

View details

April 22, 2020Click to expand

April 8, 2020Click to expand

April 1, 2020Click to expand

Contact center

Log an agent out of Genesys Cloud from agent views
Disassociate an agent from a station
Web chat widget support for accessibility
Use * and # as terminating characters in Architect call flows
New fonts and font sizes in ACD email

Platform

Disable Collaborate chat
Premium application purchase enhancements

Deprecations

TLS 1.0 protocol deprecation removal
ACD routing permissions change postponement

View details

March 25, 2020Click to expand

March 18, 2020Click to expand

March 11, 2020Click to expand

March 4, 2020Click to expand

February 19, 2020Click to expand

February 12, 2020Click to expand

Contact center

Agentless SMS notifications
SMS number purchase for countries that require supporting documentation
Exclude IP addresses in Predictive Engagement web tracking
New wrap-up code columns in agent interactions views
Interactions views improvement
Export view custom participant attributes
Export view data locale setting

Integrations

Azure Active Directory for Genesys Cloud SCIM
Generic single sign-on provider

View details

February 5, 2020Click to expand

January 29, 2020Click to expand

January 22, 2020Click to expand

January 15, 2020Click to expand

January 8, 2020Click to expand

January 1, 2020Click to expand

December 18, 2019Click to expand

December 11, 2019Click to expand

December 4, 2019Click to expand

November 27, 2019Click to expand

November 20, 2019Click to expand

November 13, 2019Click to expand

November 6, 2019Click to expand

October 30, 2019Click to expand

October 23, 2019Click to expand

October 16, 2019Click to expand

October 9, 2019Click to expand

October 2, 2019Click to expand

September 25, 2019Click to expand

September 18, 2019Click to expand

September 11, 2019Click to expand

September 4, 2019Click to expand

August 28, 2019Click to expand

August 21, 2019Click to expand

August 14, 2019Click to expand

August 7, 2019Click to expand

July 31, 2019Click to expand

July 24, 2019Click to expand

July 17, 2019Click to expand

July 10, 2019Click to expand

July 3, 2019Click to expand

June 19, 2019Click to expand

June 12, 2019Click to expand

June 5, 2019Click to expand

May 29, 2019Click to expand

May 22, 2019Click to expand

May 15, 2019Click to expand

May 8, 2019Click to expand

May 1, 2019Click to expand

April 24, 2019Click to expand

April 17, 2019Click to expand

April 10, 2019Click to expand

April 3, 2019Click to expand

March 27, 2019Click to expand

March 20, 2019Click to expand

March 13, 2019Click to expand

March 6, 2019Click to expand

February 27, 2019Click to expand

February 20, 2019Click to expand

February 13, 2019Click to expand

February 6, 2019Click to expand

January 30, 2019Click to expand

January 23, 2019Click to expand

January 16, 2019Click to expand

January 2, 2019Click to expand

December 26, 2018Click to expand

December 19, 2018Click to expand

December 12, 2018Click to expand

December 5, 2018Click to expand

November 28, 2018Click to expand

November 21, 2018Click to expand

November 14, 2018Click to expand

October 31, 2018Click to expand

October 24, 2018Click to expand

October 17, 2018Click to expand

October 3, 2018Click to expand

September 26, 2018Click to expand

September 12, 2018Click to expand

September 5, 2018Click to expand

August 29, 2018Click to expand

August 22, 2018Click to expand

August 15, 2018Click to expand

August 8, 2018Click to expand

August 1, 2018Click to expand

July 25, 2018Click to expand

July 18, 2018Click to expand

July 11, 2018Click to expand

July 4, 2018Click to expand

June 27, 2018Click to expand

Platform

WebRTC Softphone SDK

Communicate

Media metrics and diagnostic recording enhancements

Contact center

Increased agent limit in workforce management units
Workforce management shrinkage percentage intervals
Status duration in the workforce management real-time adherence view
Workforce management intraday monitoring enhancements
Workforce management schedule editor enhancements
Save filter and column settings in performance views
Link external contacts to external sites
Finnish language support

View details

June 20, 2018Click to expand

June 13, 2018Click to expand

June 6, 2018Click to expand

May 30, 2018Click to expand

May 23, 2018Click to expand

May 16, 2018Click to expand

May 9, 2018Click to expand

May 2, 2018Click to expand

April 25, 2018Click to expand

April 18, 2018Click to expand

April 11, 2018Click to expand

April 4, 2018Click to expand

March 28, 2018Click to expand

March 21, 2018Click to expand

March 14, 2018Click to expand

March 7, 2018Click to expand

February 28, 2018Click to expand

February 21, 2018Click to expand

February 14, 2018Click to expand

February 7, 2018Click to expand

January 31, 2018Click to expand

January 24, 2018Click to expand

January 17, 2018Click to expand

January 10, 2018Click to expand

December 20, 2017Click to expand

December 13, 2017Click to expand

December 6, 2017Click to expand

November 29, 2017Click to expand

November 22, 2017Click to expand

November 15, 2017Click to expand

November 8, 2017Click to expand

October 25, 2017Click to expand

October 18, 2017Click to expand

October 11, 2017Click to expand

October 4, 2017Click to expand

September 27, 2017Click to expand

September 20, 2017Click to expand

Contact center

Secure call flows in Architect
Architect Exit and Next Loop actions for all call flow types
Automatic email responses
Substitutions for canned responses
Bulk addition of queues to agents
Callbacks in reports and alerts
Workforce management schedule administration enhancements
Workforce management export enhancements

Integrations

Custom client applications integration
Web services data actions integration

View details

September 13, 2017Click to expand

September 6, 2017Click to expand

August 30, 2017Click to expand

August 23, 2017Click to expand

August 16, 2017Click to expand

August 9, 2017Click to expand

August 2, 2017Click to expand

July 26, 2017Click to expand

July 19, 2017Click to expand

July 12, 2017Click to expand

July 5, 2017Click to expand

June 28, 2017Click to expand

June 21, 2017Click to expand

June 14, 2017Click to expand

June 7, 2017Click to expand

May 31, 2017Click to expand

May 24, 2017Click to expand

May 17, 2017Click to expand

May 10, 2017Click to expand

May 3, 2017Click to expand

April 26, 2017Click to expand

April 19, 2017Click to expand

April 12, 2017Click to expand

April 5, 2017Click to expand

Platform

AWS Direct Connect support

Collaborate

Voicemail access directly from email notifications
Out of Office status date range

Communicate

Edge and Media Tier release notes

Contact center

Intraday monitoring view

Integrations

Email interactions support for Genesys Cloud for Salesforce
Email interactions support for Genesys Cloud for Zendesk
Email interactions support for Genesys Cloud for Chrome

View details

March 29, 2017Click to expand

March 22, 2017Click to expand

March 15, 2017Click to expand

March 8, 2017Click to expand

March 1, 2017Click to expand

February 22, 2017Click to expand

February 15, 2017Click to expand

February 8, 2017Click to expand

February 1, 2017Click to expand

January 25, 2017Click to expand

January 18, 2017Click to expand

January 11, 2017Click to expand

January 4, 2017Click to expand

December 28, 2016Click to expand

December 14, 2016Click to expand

December 7, 2016Click to expand

November 23, 2016Click to expand

November 16, 2016Click to expand

November 9, 2016Click to expand

November 2, 2016Click to expand

October 26, 2016Click to expand

October 19, 2016Click to expand

October 12, 2016Click to expand

October 5, 2016Click to expand

Platform

Developer Forum
Developer Center code samples and tutorials for API calls
SDKs for JavaScript, Python, Ruby, and C#

Communicate

Bulk import for phone configurations

Contact center

Permissions for Dashboard, Queues, and Agents views
Support for HTML formatting in responses and ACD emails
Secure pause button
Dutch and European Spanish language support in Architect
Third-party call list cleansing service
No-answer timeout campaign setting
Real-time schedule adherence
Maximum number of agents per management unit

View details

September 28, 2016Click to expand

September 21, 2016Click to expand

September 19, 2016Click to expand

September 14, 2016Click to expand

September 7, 2016Click to expand

August 31, 2016Click to expand

August 24, 2016Click to expand

August 17, 2016Click to expand

August 12, 2016Click to expand

August 10, 2016Click to expand

August 3, 2016Click to expand

July 27, 2016Click to expand

July 22, 2016Click to expand

July 20, 2016Click to expand

July 13, 2016Click to expand

July 6, 2016Click to expand

June 29, 2016Click to expand

June 22, 2016Click to expand

June 15, 2016Click to expand

June 8, 2016Click to expand

June 1, 2016Click to expand

May 25, 2016Click to expand

May 18, 2016Click to expand

May 11, 2016Click to expand

April 27, 2016Click to expand

April 20, 2016Click to expand

April 13, 2016Click to expand

March 30, 2016Click to expand

March 23, 2016Click to expand

March 16, 2016Click to expand

March 9, 2016Click to expand

March 2, 2016Click to expand

Platform

New support workflow for Genesys Cloud Pro+ organizations

Collaborate

New UI for profile setup
Ability to open video chats in pop-out window

Contact center and Communicate

Group ring
Ability to copy interactions through the Agent UI

Integrations

Single Sign On support for Okta
Single Sign On support for SFDC
Improvements to Genesys Cloud for Salesforce
Salesforce Data Dip Connector is now available in East Asia (Japan) region
Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
Web Services Data Dip Connector is now available in East Asia (Japan) region
Zendesk Data Dip Connector is now available in East Asia (Japan) region

View details

February 19, 2016Click to expand

February 12, 2016Click to expand

February 5, 2016Click to expand

January 22, 2016Click to expand

December 25, 2015Click to expand

December 18, 2015Click to expand

December 4, 2015Click to expand

November 20, 2015Click to expand

November 13, 2015Click to expand

November 6, 2015Click to expand

October 30, 2015Click to expand

October 23, 2015Click to expand

Communicate

Call forwarding is now available

Collaborate

Improvements to chat roster
New chat commands
Desktop support for native idle handling

Integrations

Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
Updates to the Salesforce Object Routing Connector

View details

October 16, 2015Click to expand

Communicate

Inbound OneNumber Fax

Collaborate

Ability to share documents with external parties via a simple link
Ability to configure security profiles for document access

Integrations

Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
Updates to the Zendesk Screen Pop Connector

View details

October 9, 2015Click to expand

Genesys Cloud – Genesys Cloud category

Customer engagement

Data, analytics, and reporting

Employee productivity

Open platform

Self service and automation

Workforce engagement