List of the Genesys Cloud release notes that include the employee development release notes tag.
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
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
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
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
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
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
