Genesys Cloud – custom functions and data actions tag

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

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

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

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