List of the Genesys Cloud release notes that include the third-party digital channels release notes tag.
Employee productivity
- New unified navigation experience coming to Genesys Cloud
- Summary engagement insights on the Agent Copilot dashboard
Account management
- Manage user hire dates with SCIM APIs
- Refreshed integrations management interface
Customer engagement
- Configure up to 100 OpenID integrations for authenticated web messaging
- Voice note support for WhatsApp conversations
- Outbound voice events publish directly to AWS EventBridge
Data, analytics, and reporting
- Enhanced longest waiting and longest interacting metrics
- Duplicate an event card in Journey Management
- Review transcripts faster in interaction details
Open platform
- Updated Genesys Cloud desktop app icons
- Unified Experience from Genesys and ServiceNow phone book support
Workforce engagement
- Default answers for evaluation forms
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Employee productivity
- Multi contextual panels
- Fax interface update
Customer engagement
- Architect digital bot flow time picker support
- Genesys Cloud Social support for Instagram
- Web Messenger support for time slot picker
- Retention of library selection in the Canned Responses Admin page
- Updated pricing for social direct messages, SMS, and agentless outbound email
- Enhanced email administration user interface
Data, analytics, and reporting
- AI Insights at a glance
- New digital response time and engagement metrics
Workforce engagement
- Evaluate up to 50 interactions per agent daily with AI Scoring
- Multiple answer selection in evaluation form questions
Deprecations
- Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
- Deprecation: Workforce management historical data delete job API endpoints
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Employee productivity
- Multi contextual panels
- Agent Copilot summary API metrics and edited summaries
Customer engagement
- Configurable X integration sizes and new entry size
- Linked organization name directly in the Profile Panel contact card
Data, analytics, and reporting
- Enhanced Performance dashboards with real-time agent status counts by work team
- AI insights about reasons for customer sentiment
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Employee productivity
- Multi contextual panels
- New email send permissions control
Customer engagement
- Sort by priority in skills-based dialing for Preview campaigns
- Send and receive media through X (formerly Twitter) channel
Data, analytics, and reporting
- Group Ring column and filter in Interaction views
Open platform
- Wrap-up code integration between Genesys Cloud and ServiceNow
- On Demand log capture for agents
Workforce engagement
- Export agent summary data as PDF or CSV
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Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Quick replies, cards, and carousels for open messaging
Employee productivity
Data, analytics, and reporting
- Track and manage billing for Supervisor Copilot AI features
- Improved event list organization for enhanced journey building
- Event card editing and visualization in journey canvas
Open platform
- Multi-org campaign management in CX Cloud from Genesys and Salesforce
Self service and automation
- Enhanced recognition failure handling in Architect digital bot flows
- BYOC Cloud TLS X.509 certificates
Workforce engagement
- Shift trades across weeks within schedule to improve agent flexibility
- Find Agent Search field in gamification profiles
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