Genesys Cloud – data integrations and connectors tag

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

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

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
• 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