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Genesys Cloud – analytics and reporting tag

List of the Genesys Cloud release notes that include the analytics and reporting release notes tag.

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

  • Update Agentic Virtual Agent tool configuration after saving
  • 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

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