Genesys Cloud FedRAMP Region – Data, analytics, and reporting category
List of the Genesys Cloud FedRAMP Region release notes that include Data, analytics, and reporting updates.
Customer engagement
- Participant names and avatars in Mobile Messenger
- ACD skill expression performance view and interaction columns
Workforce engagement
- Live screen monitoring for agent supervision
- System-detected historical forecast outliers
- AI scoring support for Genesys Cloud CX2 with AI tokens
Account management
- Simplified permissions view with updated Select All controls
Customer engagement
- Social media follower count and verified status
Data, analytics, and reporting
- Improved accuracy and reliability of date-time picker
Self service and automation
- Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode
Workforce engagement
- Customizable activity code colors
- Enhanced screen recording playback
Account management
- Add login hint to OAuth client URLs
- Assign divisions to ACD skills
Customer engagement
- Detect and mask explicit images in social listening posts
Data, analytics, and reporting
- Expanded External Contacts export support
- Journey Management data export for BI tools
Open platform
- Multiple concurrent Genesys applications per user
- Data Actions support for Google Cloud Run Functions (v2)
Self service and automation
- Customize virtual agent interaction summaries
Workforce engagement
- Import decision metrics for workforce management
- Time-based filtering for opportunities and enrollments
Deprecations
- Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1
Customer engagement
- Configurable answering machine detection and silent call timeouts
- Issue a secure pause when all internal participants leave a conference call
Data, analytics, and reporting
- External event administration for Journey Management
Employee productivity
- Intent health insights for Agent Copilot
Open platform
- Polish language support in Architect
Customer engagement
- Profile Panel improvements for contact actions
- Messenger customizable launcher button
Data, analytics, and reporting
- Journey Management: Removal of event overage charges
- Removal of transcription confidence threshold configuration
Employee productivity
- Agent Copilot enhanced conversational understanding for knowledge searches
Open platform
- Genesys TTS Connector general availability
Self service and automation
- LAM-powered Agentic Virtual Agents in AI Studio
- Preserve tracking IDs in Architect flow YAML export and import
- Knowledge Fabric support for Czech and Hungarian
- Architect flows: Dynamic terminating character configuration
- Knowledge Fabric configuration preview improvements
Customer engagement
- Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
- Messenger input forms for digital bot flows
- Rate limiting for conversation assignment
- Caller ID inheritance for agent-created customer first callbacks
- Case record comments
Data, analytics, and reporting
- Program-level sentiment and empathy analysis controls
- Increased dictionary terms limit for native transcription
- Improved native transcription accuracy for English dialects and specialized domains
- Sentiment Feedback user interface modernization
- Speech and Text Analytics configuration UI modernization
- Unified and scalable Genesys Cloud CX conversation data extraction
Employee productivity
- Call Session Service rollout for eligible organizations
- Associate mobile app rebrand and user experience refresh
Self service and automation
- Dark mode support and user interface update for Architect
- Improved Knowledge answers in Agent Copilot and Virtual Agent
Workforce engagement
- Work team-level access control for time-off requests
- Live screen monitoring for agent supervision
- Delete activity plans and future occurrences
Customer engagement
- Engagement source tagging for open messaging
- Inline image rendering for X direct messages
- Campaign health view enhancements
- WhatsApp template messages now support image carousels
Data, analytics, and reporting
- Styling and pagination improvements for Analytics dashboards and Performance views
- PATCH endpoints for external organizations, relationships, and notes
Employee productivity
- Supervisor takeover for active messaging conversations
- Agents can create summaries of interactions on-demand
Open platform
- Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)
Self service and automation
- Metadata-driven access control in knowledge fabric
- Knowledge fabric API synchronization and file management enhancements
Workforce engagement
- Start and end times for full-day time-off requests
Account management
- Configure inactivity timeout redirect behavior for SSO
- Restrict OAuth client credential grants by IP address range
Customer engagement
- Organization-level agent evaluation rate limiting for routing assignments
Data, analytics, and reporting
- Journey Management charts support for numeric attributes
- Semantic topic spotting for topic configuration
- Broaden Journey Management perspective with external data source API
Employee productivity
- Update user menu in the new Genesys Cloud navigation
- Exact match in Agent Copilot checklists
- Agents can view and complete multiple Agent Copilot checklists during an interaction
Workforce engagement
- Increase the granularity of time off limits to 15 minutes, by agent
- Expanded employee inclusion rules for activity plans
- Editable activity plans for greater flexibility
Customer engagement
- Caller ID inheritance for agent-created customer first callbacks
- Drill down from workitem dashboards to underlying workitems and agents
Data, analytics, and reporting
- Digital channel performance insights in Channel Insights dashboard
- Import Architect flows into Journey Management
Employee productivity
- Genesys Agent Copilot and Virtual Agent, and knowledge Filipino, Malay, Hebrew, and Greek language support
Self service and automation
- Decision tables now support import and export functionality
- List and validate uploaded documents with the knowledge fabric API
Workforce engagement
- View volume and AHT forecasts in capacity plans
- Time off request filtering, sorting, and sequential approval
- Expanded answer options for AI scoring questions
Deprecations
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain
Customer engagement
- Support for ACD skill expression filters
- Access to email header fields
- Expanded free-text response limit for web and voice surveys
- Message flows for public and private social messages
Data, analytics, and reporting
- Email alerts now include queue and agent names
Employee productivity
- Summaries for long interactions in Agent Copilot
- Control download access for voicemail recordings
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Open platform
- Multiple concurrent Genesys applications per user
Self service and automation
- Guides support richer variable types and internal scoped variables
Self Service and Automation
- Connection management for knowledge fabric
Workforce Engagement
- User Home workspace in Genesys Cloud Home
- Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
Workforce engagement
- Agent Activity widgets available in Home
- Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Deprecations
- Deprecation: Token Implicit Grant for OAuth clients
- Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs
Account management
- Group-based inactivity timeout
Customer engagement
- Support for multiple from email addresses per queue
- Warm invite participants to an ACD conference
- Operational Console support for Twitter/X integration monitoring
- Caseplan builder for Case Management
Open platform
- Dedicated IAM role for BYOT Amazon Polly integration
Self service and automation
- Voice processing prompts in bot flows
- View selected folders in knowledge fabric connected sources
Workforce engagement
- On-queue opportunities for workforce management
Customer engagement
- DMARC monitoring for custom email domains
- Contactable time sets for outbound WhatsApp campaigns
Data, analytics, and reporting
- AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish
Employee productivity
- Queue-based outbound calling in Communicate mobile app
- Allow for opting in to the latest model for Agent Copilot summary generation
- Control download access for voicemail recordings
Self service and automation
- Increasing limits for social data ingestion and escalation
- Genesys native speech-to-text available as a bot transcription engine
- Bot users can skip a question when they don’t know the answer
- Generate guides from agent conversation transcripts
Deprecations
- Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement
Customer engagement
- Workitem history view
Data, analytics, and reporting
- Segment-level agent activity events available in EventBridge
- Manage conversation attribute schemas in Genesys Cloud
Employee productivity
- View and compare performance data for Agent Copilot-enabled agents
- Updated persistent connection indicator in the navigation top bar
Self service and automation
- Speech and DTMF Input Mode Variable Tracking in Architect
Customer engagement
- Web messaging – configurable guest session duration
Data, analytics, and reporting
- Async aggregate API endpoint
- STA and WEM add-on licensing now based on permissions
Open platform
- Hindi language support
Self service and automation
- Create scheduled triggers to automate workflows
Workforce engagement
- Agreement score visibility in evaluation form editor
- Increased planning group and staffing group limits in capacity planning
- Work team as a permission condition in recording access control
- Permission conditions for screen recording access control
Account management
- New permissions for managing phone associations
Customer engagement
- Agent ownership support for customer first callbacks
Data, analytics, and reporting
- Improved accessibility and usability for analytics performance views date picker
- Add dictionary terms to EVTS – Transcribe
Employee productivity
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
- Configure retention period for Genesys Agent Copilot summaries
- Genesys Agent Copilot expansion to social and digital messaging channels
Open platform
- Embedded Framework supports Group Name attribute for group ring calls
- Poly/HP ROVE Series managed phones available in Genesys Cloud
Workforce engagement
- Running Genesys Cloud Background Assistant (GCBA) with Windows service account
Customer engagement
- Share a single contact list across multiple active campaigns
Data, analytics, and reporting
- Improved transcription accuracy for native voice transcription
Employee productivity
- Enhanced digital metrics accuracy with auto-answer hold time tracking
- Updated pre-join experience in Genesys Cloud Video
Self service and automation
- Automated chat notifications within Architect workflows
Customer engagement
- Use workitem expiry date as an automation milestone in Work Automation
- Contact Management UI enhancements
- Precise Dialing mode (Progressive mode with agent reservation)
- Single customer view: Customer journey support for cases, tasks, and workitems
- New metric displays for monitoring BYOC Premises edge and trunk status
Data, analytics, and reporting
- Journey Management improves support for ad-hoc journey analysis
- Improved identity resolution for Genesys Cloud web event and mobile app event tracking
Employee productivity
- Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC
Workforce engagement
- 15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
- Snippet recording for ACD calls
Customer engagement
- New commercial model for Work Automation tasks and workitems
- Genesys Cloud introduces Case management
- Poly/HP Edge B Series managed phones available in Genesys Cloud
- Message parking for Genesys Cloud
- Improved diagnostics for outbound voice campaigns
Data, analytics, and reporting
- Ingest external events through APIs for External Contacts
Employee productivity
- Support for Poly Trio C60 conference phone as a Genesys managed phone
- Extended markdown in messaging channels
Customer engagement
- WhatsApp support for interactive rich link messages
- Public availability of the workitems Query Sync API
Data, analytics, and reporting
- Use AI to generate topic phrases
- Introducing Content Exploration view
- Charts user experience enhancements
- Add program filter to phrase testing in Topic Editor
- Topic miner support for Danish, Finnish, Norwegian and Swedish
- API-based dictionary management for EVTS with AWS Transcribe
Employee productivity
- Add standalone phones to groups for group ring
- Genesys Summarization Connector for Agent Copilot interaction summaries
Self service and automation
- Support for custom ASR dictionaries in bot flows
Workforce engagement
- Generate schedules using minimum coverage
- API to export continuous forecast data for external use
Account management
- Improved Operational Console user interface
Data, analytics, and reporting
- New PATCH API endpoint for external contacts
Employee productivity
- Secure pause available on all call types, not just ACD calls
- Pin messages in Collaborate chat for quick reference on mobile
Self service and automation
- API endpoints for uploading knowledge files using custom integrations
- Decision rules priority setting
Workforce engagement
- Average alert time metric for Gamification Profiles
- View evaluation scores in the interaction detail quality summary
Deprecations and announcements
- Deprecation: Token Implicit Grant for OAuth clients
Contact Center
- Upcoming end of native support for select Google and Microsoft TTS voices
Customer engagement
- Attempt control enhancements
- Native Architect action for customer intent retrieval
- Improved Global Media Fabric responsiveness with regional caching of Architect prompts
- Enhanced outbound WhatsApp messaging performance
Data, analytics, and reporting
- Architect journey flows data limit visibility and guidance improvements
- Genesys Cloud conversation attribute API support
- Analytics Aggregate API Top N sorting
- Journey management insights with survey events and virtual agent filters
- Introducing Channel Insights dashboard
- Improved native voice transcription accuracy for Spanish dialects
- Improved native voice transcription accuracy for specific English dialects
Employee productivity
- Configure combined voice utilization for ACD and non-ACD calls
- Inbound ACD voice call support on Communicate mobile app
- Manage user presence in the Communicate mobile app
Workforce engagement
- Monthly view for capacity planning results
Customer engagement
- Predictive routing queues summary enhancements
- WhatsApp support for interactive list pickers in bot conversations
- Automatic sign-in for authenticated Messenger users
- Workitem Insights views for supervisors
Data, analytics, and reporting
- AI scoring model upgrade for natural-language evaluation questions
- Copilot panel and chart expansion for Journey Management
Employee productivity
- Extended markdown in messaging channels
- Configurable audio alert duration for agents
Self service and automation
- Use knowledge in AI Guides
- Genesys virtual agent support for knowledge fabric
Employee productivity
- Live character counter for ACW notes
- Favorites now listed in the User Directory
- Multi-language Agent Copilots
Account management
- Passkey support for Multi-Factor Authentication (MFA)
Customer engagement
- Custom named time zones for contactable time sets
- Digital rule sets for outbound WhatsApp campaigns
- Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
- Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
- External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
- Architect digital bot flow list picker support in Singapore and Mexico regions
- Authentication support in Apple Messages for Business in Singapore and Mexico regions
- Apple Messages for Business forms in Singapore and Mexico regions
- Non-default content profile support for SMS
- Architect digital bot flow time picker support
- Control agent transfer capabilities via permissions
- Configure group ring settings
- Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
Data, analytics, and reporting
- Export summary row chart in Analytics Performance views
- Web events available in Journey Management
Open platform
- Thai language support
- Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports
Self service and automation
- Enhanced confirmation controls in AI Guides
- Genesys Virtual Agent support for Portuguese and Swedish dialects
- Create flow outcomes and milestones natively in Architect
Open platform
- Update to regional feature deployment schedule effective January 2026
Customer engagement
- Messenger support for list picker
- Agent greetings for ACD voice
- No-cost digital user tracking
- Improved Messenger web tracking configuration
- Enhanced social media escalation to the agent desktop
Data, analytics, and reporting
- Set transcription dialects at the queue level for voice interactions
- Analytics agent status API routing status and presence data sort and filter
Employee productivity
- Answer incoming conversations directly from notifications
- Agent Copilot trigger events subscription
- Custom prompts in advanced summary configurations
- Agent-to-agent consult and warm transfer for messaging interactions
Workforce engagement
- Workforce management unavailable times flexible scheduling
- Updated built-in learning modules reflecting new navigation
- Increase the daily automated evaluation limit
- Manage agent auto-evaluation scoring rules through public APIs
- Dynamic user grouping with user management rules
- Workforce management business units increased route path capacity
- Improved workforce management scheduling constraints
Deprecations
- Deprecation: Genesys Cloud SSO certificate expiry
Employee productivity
- Streamlined navigation and information architecture update
- Live character counter for ACW notes
- Internationalized date formats in Genesys Tempo
Customer engagement
- Control agent transfer capabilities via permissions
- Inactivity handling for messaging interactions
Data, analytics, and reporting
- Topic miner support for Arabic dialects
- Topic miner support for Hindi dialect
Workforce engagement
- Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
- Adherence widget available in the Activity view
- Automatic submission of completed AI evaluations
Deprecations
- Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Deprecations and announcements
- Deprecation: Administrator login using only user name and password
Employee productivity
- Streamlined navigation and information architecture update
- Mute individual Collaborate chat threads on iOS and Android
- Display checklists through Agent Copilot during interactions
- AI-generated answers for auto-suggested articles on Agent Copilot
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
- Domain allow list for emails
- Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
- Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects
Account management
- API responses no longer include OAuth client secret
- Genesys Tempo enabled by default with allowed IP addresses feature
- SAML assertion decryption support for single sign-on integrations
Customer engagement
- Customer first callback support in outbound campaigns
- Use custom SMTP servers for email campaigns and agentless email
- Group ID for subsequent participant segments in group call activity
- Support for authenticated web messaging in single customer view
Data, analytics, and reporting
- Analytics Conversation Detail Jobs API extended conversation data retrieval
Self service and automation
- Create AI Guides from uploaded process documents
- Voice processing prompt for Agentic Virtual Agents
- AI Guides model enhancements
Deprecations and announcements
- Deprecation: Token Implicit Grant for OAuth clients
Employee productivity
- Streamlined navigation and information architecture update
Employee productivity
- Streamlined navigation and information architecture update
- Improved scripting accessibility tools
Customer engagement
- Use the same email domain across multiple Genesys Cloud orgs
Data, analytics, and reporting
- Analyze segment and web outcome events in Journey Management
- Administrators can now search content from HTML emails
Self service and automation
- Preview guides for virtual agents in AI Studio
- Configure virtual agents to generate answers from multiple sources
Workforce engagement
- Workforce management block scheduling
- Adherence and activity code mapping enhancements
Employee productivity
- Streamlined navigation and information architecture update
Workforce engagement
- Team schedule view for agents
Deprecations
- Deprecation: Genesys Cloud SSO certificate expiry
Employee productivity
- Streamlined Navigation and Information Architecture Update
Customer engagement
- Set time- and duration-based conditions in campaign rules
- Use custom SMTP servers for email campaigns and agentless email
- Idle agent count for conditional group activation or deactivation
- Expired callback queue reassignment
Data, analytics, and reporting
- Topic miner Korean and Japanese language support
Self service and automation
- Transcription and storage of caller’s final voice input
- Content-based search for knowledge base articles in Norwegian, Danish and Finnish
- Swiss German language support in Architect
Workforce engagement
- Enhancements to visual components in the interaction details page
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
Workforce engagement
- Default answers for evaluation forms
Customer engagement
- Introducing email campaigns
- API for phone numbers update in scheduled callbacks
Data, analytics, and reporting
- Custom calculations in performance views
- AI summaries for the agent side of a conversation
Open platform
- Audio Connector integration in Architect secure call flows
Customer engagement
- Access audit events for external contacts via audit API
- Outbound dialing additional rule conditions system disposition codes
- File attachment support via URL for Architect digital bot flows
Data, analytics, and reporting
- Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
- Journey management Knowledge and Virtual Agent events
Workforce engagement
- Workforce Management (WFM) support for ACD routed workitems
Customer engagement
- Append outbound campaign performance statistics to the Campaign Performance view
- Authenticated session duration for secure mobile sign-ins
- Messages and Media columns in Analytics Performance views
Data, analytics, and reporting
- Category aggregate data in analytics metrics
- Trigger process automation based on topics, sentiment, or empathy
Employee productivity
- Links to Genesys Cloud group chat room video sessions
Workforce engagement
- Configure GCBA with Microsoft Edge native messaging
Deprecations
- Deprecation: agent assistance
Employee productivity
- Multi contextual panels
- Call history enhancements for group calls
Customer engagement
- Improved keyword precision for SMS
- Support for mobile push notifications for unread message alerts
- Assign segments to external contacts for up to 30 Days
- Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
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
- Configure alerts for Operational Console events
Self service and automation
- Knowledge bases with content search available in Architect bot flows and digital bot flows
Workforce engagement
- Schedule coaching and learning sessions with greater flexibility
Employee productivity
- Multi contextual panels
- Segment filtering suppression on knowledge articles for Agent Copilot
- Improved Collaborate chat read and unread message sync
Customer engagement
- Increased DTMF input limit in Architect flows
- Outbound division-aware campaign schedules
- WhatsApp outbound campaigns pre- and post-contact triggers
- Outbound power and predictive campaigns sort by priority in skills-based dialing
Data, analytics, and reporting
- Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts
Workforce engagement
- Workforce management shift trades external activities support
- AI scoring for evaluations
Employee productivity
- Multi contextual panels
- Agent script enhancements
- Alert volume while on call setting available in main application
Account management
- SSO integrations management via SAML Metadata files
- Updated Genesys branding on login pages
- OAuth Client secret now viewable only at creation or upon new secret request
Data, analytics, and reporting
- Journey Management now displays estimated analysis completion time via in-app notifications
- Column reordering within column picker in Analytics Performance views
Self service and automation
- Transfer options for Architect voice and digital bot flows
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
- 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
Employee productivity
- Multi contextual panels
- Enable focus mode for agent apps
- Improved Collaborate chat read and unread message sync
- Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian
Customer engagement
- Access and promote external contacts directly in Architect
- Internal article linking within the knowledge base
Data, analytics, and reporting
- Search transcript content up to 90 days back
- Improved native voice transcription readability for Portuguese
- Exclude existing topics and phrases from topic mining
- Manage expiring and expired exports in the scheduled exports view
- Recover deleted dashboards from summary and owner pages
Self service and automation
- Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
- Virtual Agent performance dashboard
- New metrics for Architect bot and digital bot flows in the Optimization dashboard
Workforce engagement
- Set limits on shift types and weekend work in schedules
Employee productivity
- Multi contextual panels
- Improved Collaborate Chat read and unread message sync
Data, analytics, and reporting
- Flow Outcomes and Milestones now available in Journey Management
Employee productivity
- Multi contextual panels
Account management
- Enhanced Groups Profile configuration
Customer engagement
- Enhance predictive routing accuracy with participant data
- 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
Data, analytics, and reporting
- Improved readability of native voice transcription in Spanish language transcripts
Open platform
- New Genesys Cloud Voice phone number inventory report
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
Employee productivity
- Multi contextual panels
- Agent Copilot summary API metrics and edited summaries
- Fax interface update
Customer engagement
- 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
- Configurable X integration sizes and new entry size
- Send and receive media through X (formerly Twitter) channel
- Genesys Cloud for X (Twitter) Direct Messaging integration
Data, analytics, and reporting
- AI Insights at a glance
- New digital response time and engagement metrics
- On demand voice and digital transcript translation
Workforce engagement
- Multiple answer selection in evaluation form questions
Deprecations
- Deprecation: Workforce management historical data delete job API endpoints
Employee productivity
- Multi contextual panels
Customer engagement
- 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
Employee productivity
- Multi contextual panels
- Introducing Genesys Agent Copilot
- New email send permissions control
Customer engagement
- Time-based conditions in call rule sets
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
Self service and automation
- Introducing Genesys Cloud Virtual Agent
Workforce engagement
- Improved Genesys Cloud Background Assistant (GCBA) Installer
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Employee productivity
- Multi contextual panels
Customer engagement
- Sort by priority in skills-based dialing for Preview campaigns
Data, analytics, and reporting
- Group Ring column and filter in Interaction views
Open platform
- On Demand log capture for agents
Workforce engagement
- Export agent summary data as PDF or CSV
Employee productivity
- Multi contextual panels
- Collaborate and Communicate Mobile access for FedRAMP organizations
- Enable real-time queue and agent monitoring with customizable notifications on Android
- Insights app for iOS
- Configure chat message editing time limits
Customer engagement
- Character counter in canned responses editor
Data, analytics, and reporting
- View phrase usage in Topic Editor
Open platform
- Custom node.js code as part of a data action
Self service and automation
- Introducing the Webhook for Events integration
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Employee productivity
- Multi contextual panels
Customer engagement
- Quick replies, cards, and carousels for open messaging
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
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
Employee productivity
- Multi contextual panels
Customer engagement
- Instagram support for external contacts identity resolution
Data, analytics, and reporting
- Average Speed of Answer in Agent Performance views
Employee productivity
- Multi contextual panels
Customer engagement
- Web messaging French Canada, Greek, and Hindi support
- Outbound dialing campaign health indicator
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: Workforce management historical data delete job API endpoints
Employee productivity
- Multi contextual panels
Account management
- Introducing the Genesys Cloud CX 4 license
Customer engagement
- Access workbin and worktype names in task management events
Data, analytics, and reporting
- Bulk Export API to export external contacts and related data
- View average sentiment score across performance views
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Employee productivity
- Multi contextual panels
- Improved agent email address handling
Customer engagement
- External source for open messaging identity resolution in the UI
- Detailed counts of digital messaging activity
- Microsoft Graph for email integration
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
Employee productivity
- Multi contextual panels
Account management
- Division assignment for external contacts and external organizations
Customer engagement
- Next Contact Avoidance (NCA) in predictive routing
Data, analytics, and reporting
- Save static interaction lists in Content Search
- Dedicated API endpoints for schema metadata retrieval
Open platform
- Configurable timeout for data actions
Workforce engagement
- Enable audio selection with screen recordings in playback
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
Customer engagement
- Introducing outbound WhatsApp campaigns support
Data, analytics, and reporting
- Analytics agent activity API filter and sort agents based on conversation activity
- Agent Timeline Detail view
- Retrieve Estimated Wait Time (EWT) by label
- Interactive charts for journey analysis
- Filter customer journey data using numbers
- Journey Management date range configuration
- Improved attribute lists view for Journey Management events
- Journey Management filter and display options
- Insert a new event between two existing events in Journey Management
- Complex journeys persist in post calculation sequenced path order on Journey Management
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
Employee productivity
- Multi contextual panels
- Improved accessibility in Tempo
- View possible shifts in the Genesys Tempo mobile app
- Notes panel improvements
- Wrap Up panel usability improvements
Data, analytics, and reporting
- Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
- AI-generated interaction transcript summaries
- English voice transcript sensitive data masking improvements
Workforce engagement
- Daily value configuration in service goal templates
Deprecation
- Deprecation: BYOC Cloud TLS Ciphers:
Employee productivity
- Multi contextual panels
Account management
- Control wrap-up code access within divisions
Customer engagement
- Work Automation List view OR queries
Data, analytics, and reporting
- Sensitive data masking support for English chat and messaging transcripts
Open platform
- Ukrainian language support
Deprecation
- Deprecation: Documents UI Audit tab
- Deprecation: Auto answer pop-up toast
Employee productivity
- Multi contextual panels
Customer engagement
- Support for open messaging in Single Customer view
Data, analytics, and reporting
- Support sentiment and empathy analysis for Hindi (Hi-IN)
- Date range and complete transfer type support for Journey Flows in Architect
Workforce engagement
- Genesys Cloud updated built-in learning modules
Employee productivity
- Multi contextual panels
Account management
- User settings page displays the last login date and time
- Identify unused roles and permissions in the Admin UI
Data, analytics, and reporting
- Journey management with Funnel analysis
- Purchase Speech and Text Analytics as a standalone product
- Turn customer sentiment analysis on or off
Open platform
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Increase screen recording duration for after-call work
- Set scheduling constraints for calendar months
- Recording bulk action API improvement for aged recording management
Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
- Display external contact names in call history and voicemail inbox
- Enable message pinning in Collaborate chat
Account management
- User settings page displays the last login date and time
- Voice transcription combined offer
- Simplified license usage logic
Data, analytics, and reporting
- Native voice transcription support for Hebrew
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi
Account management
- CX as Code support for Architect flows
Customer engagement
- Add media to an Outbound SMS campaign
- Set SMS Phone Number action type added to digital rules for outbound digital campaigns
- Auto answer for voice interactions on queue settings
- Auto answer for digital interactions
Data, analytics, and reporting
- Filter and search conversations by acoustic metrics and wrap-up codes
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Workforce engagement
- Reminders for agents about their next scheduled activity
Customer engagement
- Regex custom data filtering to protect sensitive information for co-browse
- Configure max calls per agent with decimal precision
- Recurring outbound campaign schedules
- Script support for workitems
Account management
- Customize inactivity timeout settings
Data, analytics, and reporting
- Topic miner Swiss German language support
- Configure performance dashboard widgets with work team and reports-to filters
Employee productivity
- Enhanced email input fields
Self service and automation
- Portuguese language support in Architect
Workforce engagement
- Workforce management historical data import improvement
- Assign coaching without workforce management scheduling
- Workforce management activity codes for coaching and learning
Customer engagement
- Preserve routing information for callbacks and voicemails
- Define rule conditions based on workitem dates
- Updated agent canned responses panel
- Bulk workitem addition via API
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Share dashboards with work teams and individuals
- Agent performance reports for inactive and deleted users
- Improved native voice transcription accuracy for French
- Normalization of Digits in German for Low Latency transcription.
Employee productivity
- Enable emoji reactions in Collaborate chat including desktop users
Open platform
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Improved search and filters for screen recorded interactions
Customer engagement
- SMS and E-mail campaign automation using campaign rules
Data, analytics, and reporting
- Hindi programs, topics, and phrases support
Employee productivity
- Add descriptions to collaborate chat rooms
Customer engagement
- Define ring membership by queue
- Division-based Schedule view
- Bulk workitem termination
Data, analytics, and reporting
- Improved Content Search view
- Topic miner Dutch language support
Workforce engagement
- Workforce management activity smoothing and schedule variability
Account management
- Control scripts access based on division membership
Customer engagement
- Outbound WhatsApp message on behalf of a queue
Data, analytics, and reporting
- Native voice transcription support for Swiss German
- Improved native voice transcription accuracy for Spanish
Employee productivity
- View time-off balances from an external HR system on Genesys Tempo
Open platform
- Supporting links for operational event details
Self service and automation
- Track and optimize flow size with enhanced insights
Workforce engagement
- Improved workforce management schedule editor agent filter and sort
- Workforce management weekly staffing requirements with ABM forecasts
- Improved deferred workload prediction algorithm
Deprecations and announcements
- Deprecation: Legacy alerting system
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Customer engagement
- Quick replies, cards, and carousels for open messaging
- Third-party Facebook, Instagram, and WhatsApp 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
Workforce engagement
- GCBA proxy server support
- Enhanced date format display for workforce management agents
Customer engagement
- Work items custom panel support
- Introducing Architect workitem flows for enhanced work automation
- Expanded customer identification with non-E.164 numbers
Data, analytics, and reporting
- Enhanced interaction visibility in agent status widget
- Sentiment and agent empathy analysis for Swiss German language
Open platform
- Genesys Cloud Voice now available in FedRAMP region (USE2)
- Additional conversation events for the Operational Console
Self service and automation
- Architect toolbox search option
- Knowledge workbench connectors for Salesforce and ServiceNow
Deprecations
- Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
Account management
- Simplified customer firewall requirements
Customer engagement
- Active callback columns for performance views
Data, analytics, and reporting
- Journey flows tab in Architect for outbound call, inbound email and message flows
- Notification API voice transcription number normalcy for Portuguese and Spanish languages
Employee productivity
- Multi contextual panels
Open platform
- Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations
Self service and automation
- Drag and drop in Architect builders
Workforce engagement
- Workforce management read-only continuous forecasting
Customer engagement
- Barge-in capability for supervisors and administrators
- Voice surveys after customer interactions
Employee productivity
- Introducing direct routing to dedicated users
Self service and automation
- Disable automatic hinting in Architect bot flows
Account management
- Improved Genesys Cloud storage cost calculator
Customer engagement
- Metrics for improved workitem volume forecasting
- IMAP integration for inbound email
Data, analytics, and reporting
- Content Search lookback for words and phrases extended to 60 days
- Flow insights overlay for flow performance analysis
Employee productivity
- Disable WebRTC audio and alert notifications in the embedded client
- Suppress profile notifications
- Preferred device profiles
Self service and automation
- Architect Get Participant Data and Set Participant Data in voice and digital bot flows
Workforce engagement
- Enhanced agent and supervisor activity overview screen
- Workforce management notifications for process automation triggers
- Workforce management Business Unit/Management Unit and Time Zone placement in views
Customer engagement
- Notification topic for outbound message delivery failures
- Customer-first callback option
- Step-up authentication during web messaging sessions
- Generic SIP station support in cloud media
Data, analytics, and reporting
- Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Employee productivity
- Agent desktop email user interface enhancements
- Poly/HP Edge E Series managed phones available in Genesys Cloud
Self service and automation
- Resize images and tables in knowledge workbench articles
Data, analytics, and reporting
- Enhanced responsive layout and widget scaling for dashboards
Employee productivity
- Workflow triggers for collaborate chat messages
- Persistent agent settings for embedded clients on the server side
- Workflow triggers for external user presence events
Customer engagement
- Genesys Cloud CIDR expansion and firewall requirements completion
- Messenger session persistence
- Workitem query and filter improvements
- Enhanced workitems list view with column picker and advanced filtering
- Direct access to interaction details from the Customer Journey tab
Data, analytics, and reporting
- Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
- Real time data update indicators in analytics views
- View acoustic data in topic trends, and agent, queue, flow topic views
Employee productivity
- Enhanced control over agent assistance access
Workforce engagement
- Workforce management per minute scheduling granularity
Deprecations
- Deprecation: Legacy alerting system
Account management
- Counted limits monitoring and alerts
- WebRTC Media Helper enabled by default with allowed IP addresses feature
Customer engagement
- Prerequisites in expandable section of Resource Center articles
- Interaction routing based on predictive scores
- Genesys Cloud CIDR expansion and firewall requirements
Data, analytics, and reporting
- Dashboard Owners page
- Increase quality management topic limit to 5000 on request
Open platform
- API for platform limit event alert
Workforce engagement
- Screen recording playback UI modernization
- Improved customer sentiment and agent empathy analysis for English dialects
Customer engagement
- Queue segmentation of canned responses
- Work Automation performance views enhancements
- Reconnect and reply to closed email
- Skills-based dialing in Power and Predictive outbound campaigns
- Granular campaign control permissions
- Genesys Cloud CIDR expansion and firewall requirements
Data, analytics, and reporting
- Real time alerts for out of adherence status
Self service and automation
- Flexible text-to-speech (TTS) engine selection in Architect flows
- Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Data, analytics, and reporting
- Improved summary row display in analytics performance views
Customer engagement
- Enhanced search capability within skill expression groups
- Skill expression groups
- New search endpoint
- Success, Neutral and Failure classifications in wrap up code mappings
Employee productivity
- Configurable voicemail forwarding for presence states
Account management
- Multiple messenger deployment behavior update
Data, analytics, and reporting
- Enhanced agent status visibility for supervisors
Customer engagement
- Enhanced WebRTC Media Helper for VDI users
Open platform
- Genesys Bot Connector
Data, analytics, and reporting
- Export panel enhancements
- Dynamic time zone settings in workspaces and views
- Analytics views column picker improvements
- Improved interval granularity for ad-hoc exports
- Introducing digital performance monitoring views
Employee productivity
- Utilization labels for Click to Dial API
Workforce engagement
- Genesys Cloud Workforce Management work plan bidding
Account management
- Hourly interacting users billing option
Customer engagement
- Highlight markdown support in web messaging
Data, analytics, and reporting
- Introducing Architect Journey Flows for bot and digital bot flows
- Introducing Architect Journey Flows for inbound and secure call flows
- Improved native voice transcription accuracy for Portuguese
Self service and automation
- Select multiple segments in knowledge article variations
- Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
- Introducing Architect Replay Mode
- Advanced Architect execution data capabilities for all flows
Workforce engagement
- Improved navigation between published schedules in the workforce management schedule editor
Customer engagement
- Introducing the Queue routing performance view
- Web tracking API public endpoint
Data, analytics, and reporting
- Improved native voice transcription accuracy for Arabic dialects
Workforce engagement
- Enhanced employee recognition for improved engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Data, analytics, and reporting
- Real-time alerting based on agent’s after call work duration
- Real-time alerting for waiting interactions
- Configure rules for any user within a work team
- Topic miner German, Italian, and Portuguese language support
Open platform
- Dynamic documentation and trigger enablement for the Operational Console
- Enable automatic capture of console logs for troubleshooting
Workforce engagement
- Trade alternative shifts for enhanced workforce management shift management
Deprecations
- Deprecation: Legacy historical adherence query route
Platform
- Japanese translation of the Export report
Customer engagement
- Limit agent actions during co-browse sessions
Data, analytics, and reporting
- Trigger alerts based on the number of agents currently in queue
- Create in-app toast notification alert rule.
- Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
- Architect supported languages user interface enhancements
- Collapsible card interface in Architect actions
Workforce engagement
- Improved native voice transcription accuracy for Dutch
Data, analytics, and reporting
- View speech and text analytics data for a year at a time
Customer engagement
- Granular control for clearing or signing out of web visit or journey sessions
Employee productivity
- Direct voicemail non-ACD call transfer for enhanced call management
Self service and automation
- HELD (HTTP Enabled Location Delivery) for E911 Location Information
- Introducing the Nuance Recognizer as a Service integration
Workforce engagement
- Interaction recording download tracking in audit trail
Customer engagement
- Automatically save wrap-up codes for improved call handling
- Enhanced dynamic filtering for real-time adjustments in campaigns
- Expanded campaign rule actions for enhanced automation
Data, analytics, and reporting
- Alerting improvements
- Enhanced toast, email, or SMS notification alerts
- Enhanced alerts management
- Enhanced dictionary management
Employee productivity
- Enhanced privacy controls for ad hoc recordings
- Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support
Account management
- Enhanced ACD Skills and Languages menu
Data, analytics, and reporting
- Email notifications for expiring and expired scheduled exports
Self service and automation
- Enhanced AudioHook Monitor configuration and migration process
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support
Account management
- View all groups permission
Data, analytics, and reporting
- Interaction categories for interaction analysis
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
- File attachments via supported content profile
- Re-use SMTP connections in outbound email
Employee productivity
- Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support
Open platform
- Leveraging Digicert as the certificate authority in the mTLS process
Self service and automation
- Updated analytics event for top viewed articles in the Knowledge Performance dashboard
Workforce engagement
- Supervisor WEM dashboard
- Workforce management Explanations desktop feature
- Genesys Tempo for workforce management schedules
- Improved Genesys Cloud announcements
Data, analytics, and reporting
- Analytics API enhanced capabilities
Customer engagement
- Canned Responses user interface enhancements
Self service and automation
- Evaluate schedule groups in Architect bots and digital bots before ACD transfer
- Control knowledge behavior from start to finish in Architect digital bot flows
Workforce engagement
- Manage Active Screen Recordings
Data, analytics, and reporting
- Improved native voice transcription accuracy for Korean dialect
Employee productivity
- Genesys Agent Assist summarization moved to the ACW pane
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
Data, analytics, and reporting
- Analytics data masking options
- Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
- Improved sentiment analysis for French and Spanish languages
- Agent empathy analysis
Employee productivity
- Headset call control buttons in embedded clients
Self service and automation
- Intent health in Architect bot flows and digital bot flows
Customer engagement
- File attachments via supported content profile
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Improved native voice transcription accuracy for Spanish dialects
Self service and automation
- Introducing the Audio Connector integration
- Improved flow size indicator in Architect
Data, analytics, and reporting
- Improved native voice transcription accuracy for Portuguese dialects
Workforce engagement
- Change forecast associated with a schedule
- Leaderboard view disabled for organizations with disabled gamification
Data, analytics, and reporting
- Architect Flow Insights toggle for bot and digital bot flows
Open platform
- Audit Viewer alternate search parameters support
Workforce engagement
- Inbound and outbound filter for gamification metrics
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
- Knowledge portal refreshed article search results
- Historical execution data for Architect bot flows and digital bot flows
Employee productivity
- Genesys Agent Assist knowledge article feedback
- Introducing Agent Assist
Customer engagement
- Enable and disable email threading
- Outbound digital campaigns event triggers for post-contact interactions
Data, analytics, and reporting
- Support for capitalization and punctuation in native voice transcription for English transcripts
Employee productivity
- Remove users from Collaborate chat rooms
Data, analytics, and reporting
- Improved native voice transcription accuracy for Italian
Customer engagement
- Skills-based dialing for Preview and Progressive campaigns
- Refreshed Predictive Engagement user interface
- Configure labels to manage interactions
- Maximum number of calls per agent set at the campaign level
Self service and automation
- Genesys Dialog Engine Bot Flows in Architect
- Genesys Dialog Engine Digital Bot Flows in Architect
Data, analytics, and reporting
- Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
- Improved native voice transcription accuracy for German
Customer engagement
- Predictive engagement new and replaced operators
- Increased number of outcomes limit
- ACD conferences
- Knowledge articles in Messenger
- Introducing homescreen configuration for Messenger
- Specify queue in scheduled callbacks
Account management
- Change password set/reset workflow
- Password policy minimum requirements
Customer engagement
- Digital channels participant information update
Data, analytics, and reporting
- Improved native voice transcription accuracy for French languages
- Improved sentiment analysis for English languages
- Notification API voice transcription number normalcy for English languages
Self service and automation
- Knowledge workbench V2
Customer engagement
- Enhanced pacing control in dialing campaigns
- Enhanced external contacts data access control for agents
Data, analytics and reporting
- Improved native voice transcription accuracy for Spanish
Workforce engagement
- APIs to integrate external learning modules
Customer engagement
- Improved on-demand Messenger launcher visibility
- Active Total Callback column in Performance views
- Message routing admin page user interface enhancements
Data, analytics, and reporting
- Improved native voice transcription accuracy for Dutch
- Topic miner queue selection increase
Resource center
- Genesys Cloud release notes enhancements
Customer engagement
- Client Credential Flow (CCF) authentication support for SMTP integrations
- Support for multiple external email participants
Data, analytics, and reporting
- Improved native voice transcription accuracy for Japanese
- Improved accuracy of Irish street names in English native voice transcription
Employee productivity
- Enhancement of inactivity timeout in embedded clients
Open platform
- Update agent preferred name via public API
Workforce engagement
- Support for disputed evaluations on gamification metrics scorecards
- Suppress recording when a call is on hold
Customer engagement
- Advanced input file pre-processing
- Additional file format support for contact lists
- Messenger support for Estonian, Latvian, and Lithuanian
Data, analytics and reporting
- Sensitive data masking French and Italian language support
- Analytics user interface enhancements
- Introducing external contacts and external organizations filters and columns in performance views
Open platform
- Portuguese language support
Workforce engagement
- Workforce management navigation menu grouping
- Staffing requirements and performance metrics in the Schedules screen
Account management
- Assign divisions to secondary statuses
- Multi-factor authentication (MFA) for Genesys Cloud
- Division-aware configuration objects default to all divisions
Customer engagement
- Improved digital agent-to-agent transfer
Data, analytics and reporting
- New speech and text analytics permissions
- Open interactions in a new Analytics workspace tab
- Agent empathy analysis API for English transcripts
- View daily agent login and logout activity for multiple agents
Self service and automation
- Triggers UI improvements
- Architect data tables user interface updates
Customer engagement
- Outbound dialing contact list builder
- Mobile customer journey tracking
- Mobile app event orchestration
Data, analytics and reporting
- Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
Workforce engagement
- Average Talk Time gamification metric
- Learning modules with rich text format
- Supervisor insights improvements
Customer engagement
- In-queue and scheduled callback automation
- External contact management user interface refresh
- Increased support for non-E.164 format phone numbers in Single Customer View
- Perform a benefit assessment before predictive routing free trial activation
Data, analytics and reporting
- Topic miner French language support
- Mine for new trending topics in email interactions
- Sentiment Analytics data in Agent/Queue/Flow Topic views
- Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
- Agent, Queue, and Flow topics summary view enhancements
- Content search enhancements
- Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese
Employee productivity
- Real-time monitoring for web messaging channels
Workforce engagement
- Screen recording available in Genesys Cloud CX 1 license
- Performance insights view
- Bulk archive recordings through recording bulk action API
- Quality evaluation scores now available as a gamification metric