Genesys Cloud – Architect (orchestration builder) tag

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

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

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

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

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