List of the Genesys Cloud release notes that include the agent copilot release notes tag.
Customer engagement
- Agent reservation for customer-first callbacks
- Workitem analytics views: Improved accuracy of Answered metric
- List picker support in Mobile Messenger
Data, analytics, and reporting
- Journey Management multi-metric charts
- Journey Management effort score dashboard
Employee productivity
- Agent Copilot email thread summarization
- SMS interactions in the Genesys Cloud Associate app
- Voicemail transcriptions for personal and group voicemails
Open platform
- ServiceNow email metadata capture and auto-answer
- Expanded IANA time zone support
Self service and automation
- Preset conversation hooks for Agentic Virtual Agents
- AVA enhanced knowledge configuration for linking dependent variables
- AI Studio supports preconditions for tool inputs
Workforce engagement
- Add notes to shift trade requests
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Customer engagement
- Participant names and avatars in Mobile Messenger
- ACD skill expression performance view and interaction columns
Data, analytics, and reporting
- Reprocess historical interactions with Speech and Text Analytics
- Reprocess interactions with updated topics on demand through UI
Employee productivity
- Third-party application responses in Genesys Agent Copilot
Self service and automation
- Agentic Virtual Agents deterministic conditioning for tool output values
Workforce engagement
- Live screen monitoring for agent supervision
- System-detected historical forecast outliers
- AI scoring support for Genesys Cloud CX2 with AI tokens
Deprecations
- Deprecation: Pointillist
- Deprecation: Salesforce data action username and password credentials
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Account management
- Temporary removal of Pair with Genesys Care button from commercial regions
- Simplified permissions view with updated Select All controls
Customer engagement
- Improved detection of SMS opt-out requests
- Google Business Profile ratings and engagement source
- Social media follower count and verified status
Data, analytics, and reporting
- Improved accuracy and reliability of date-time picker
Employee productivity
- Filters and metrics in the Agent Copilot Performance dashboard
Workforce engagement
- Customizable activity code colors
- Enhanced screen recording playback
Deprecations
- Deprecation: Removal of AI Guides (version 1)
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