List of the Genesys Cloud release notes that include the interaction handling release notes tag.
Account management
- European Sovereign region now available
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
- Segment an interaction transcript and drill down into specific areas of interest
Employee productivity
- Intent health insights for Agent Copilot
- Genesys Cloud Copilot usage analytics dashboard
Open platform
- Genesys TTS Connector for third-party TTS engines
- Polish language support in Architect
- Digital messaging support for ServiceNow ITSM workspaces
- Genesys Cloud Voice services in the EU Sovereign Cloud region
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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
- 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
- New metric displays for monitoring BYOC Premises edge and trunk status
Data, analytics, and reporting
- Sentiment, empathy, and topic spotting support for Turkish and Zulu
- Export summary row chart in Analytics Performance views
- Web events available in Journey Management
Employee productivity
- Configure combined voice utilization for ACD and non-ACD calls
- Favorites now listed in the User Directory
- Multi-language Agent Copilots
Open platform
- Enable auto answer for interactions in the Unified Experience from Genesys and ServiceNow integration
- Thai language support
- Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports
Self service and automation
- Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish
- Enhanced confirmation controls in AI Guides
- Genesys Virtual Agent support for Portuguese and Swedish dialects
- Create flow outcomes and milestones natively in Architect
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Employee productivity
- Streamlined navigation and information architecture update
- Agent-to-agent consult and warm transfer for messaging interactions
- Custom prompts in advanced summary configurations
- Live character counter for ACW notes
- Internationalized date formats in Genesys Tempo
Account management
- BYOC Premises Edge devices in Edges list view
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
Open platform
- Mexico region deployment
- Singapore region deployment
Self Service and Automation
- Rule-based decisions and string list attribute support
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
- Deprecation: Administrator login using only user name and password
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Employee productivity
- Streamlined navigation and information architecture update
Data, analytics, and reporting
- Analytics Conversation Detail Jobs API extended conversation data retrieval
Open platform
- Greater outbound performance and platform enhancements for BYOC Cloud
Workforce engagement
- Workforce management override for time-off plan dates
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