List of the Genesys Cloud release notes that include the quality management release notes tag.
Customer engagement
- Support for ACD skill expression filters
- Access to email header fields
- Expanded free-text response limit for web and voice surveys
- Message flows for public and private social messages
Data, analytics, and reporting
- Email alerts now include queue and agent names
Employee productivity
- Control download access for voicemail recordings
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Open platform
- Agent Copilot and Scripter support for CX Cloud messaging and email
- ServiceNow Unified Experience transfer tooltips show agent availability
- Multiple concurrent Genesys applications per user
Self Service and Automation
- Connection management for knowledge fabric
Workforce Engagement
- User Home workspace in Genesys Cloud Home
- Agent Activity widgets available in Home
- Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
- Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Deprecations
- Deprecation: Token Implicit Grant for OAuth clients
- Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs
View details
Customer engagement
- Inbound WhatsApp business calling
- Attempt control enhancements
- Automatically end preview interactions after wrap-up
Data, analytics, and reporting
- AI scoring model upgrade for natural-language evaluation questions
Employee productivity
- Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
- Manage user presence in the Communicate mobile app
- Queue ID attribute for embeddable framework click-to-dial
Open platform
- Genesys Cloud Voice phone number redirection for business continuity (US & Canada)
- Greater outbound performance and platform enhancements for BYOC Cloud
- Locale-based date and time display
Self service and automation
- LAM-powered virtual agents in AI Studio
Workforce engagement
- Automated agent scoring in speech and text analytics programs
Deprecations
- Deprecation: agent assistance
View details
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
View details