Genesys Cloud – routing tag

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Customer engagement

• WhatsApp outbound campaign schedules
• Profile panel support for workitems
• Conditional group activation based on real-time metrics

Data, analytics, and reporting

• Improved native voice transcription for English

Open platform

• CX Cloud from Genesys and Salesforce support for agent initiated after call work
• Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

• Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

• Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Account management

• Enhanced groups profile configuration

Customer engagement

• Sort contacts by priority in skills-based dialing for progressive campaigns
• Sort contacts by priority for skills-based dialing in Preview campaigns
• Workitems List View filter enhancements
• Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

• Improved readability of native voice transcription in Spanish language transcripts
• Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

• New Genesys Cloud Voice phone number inventory report
• Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

• Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
• Genesys Cloud Virtual Agent language support for Italian
• Introducing Guides in AI Studio
• Introducing AI Studio

Workforce engagement

• Workforce management capacity planning

Deprecations

• Deprecation: Mobile Messenger SDK localization files storage
• Deprecation: BYOC Premises Edge Remote Survivability

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

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