List of the Genesys Cloud release notes that include the interaction & screen recording release notes tag.
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
- Topic miner support for Turkish dialects
Open platform
Self service and automation
- Generate guides from agent conversation transcripts
- Create scheduled triggers to automate workflows
Workforce engagement
- Agreement rate 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
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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
Open platform
- Digital messaging channels available in Unified Experience
Self service and automation
- Agentic Virtual Agents can now return output variables to Architect
- LAM-powered Agentic Virtual Agents in AI Studio
- Voice processing prompts in bot flows
Workforce engagement
- 15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
- Snippet recording for ACD calls
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Open Platform
- Updated regional feature deployment schedule now in effect
Customer engagement
- Outbound limit alerts for voice campaigns in the Operations Console
- Set post-call actions for voice calls using public APIs
Data, analytics, and reporting
- Improved native voice transcription accuracy for Spanish dialects
Employee productivity
- Conditional access policy support for Microsoft Entra ID
- Send group voicemail notifications to the group email address
- Add standalone phones to groups for group ring
Workforce engagement
- Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration
Deprecations and announcements
- Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes
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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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