List of the Genesys Cloud release notes that include the journey management 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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Customer engagement
- WhatsApp support for interactive rich link messages
- Public availability of the workitems Query Sync API
Employee productivity
- Enable knowledge configuration for additional languages
- Add standalone phones to groups for group ring
- Genesys Summarization Connector for Agent Copilot interaction summaries
Data, analytics, and reporting
- 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
Open platform
- Enable BYOI for new CX3 organizations with injected interactions
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
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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
Open platform
- Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
- Map participant data from Genesys Cloud to ServiceNow interaction fields
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
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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
- Unified Experience from Genesys and ServiceNow phone book support
Workforce engagement
- Default answers for evaluation forms
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