List of the Genesys Cloud release notes that include the interaction and screen recording release notes tag.
Employee productivity
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
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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
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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
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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
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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
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