List of the Genesys Cloud release notes that include the work automation release notes tag.
Customer engagement
- Mobile Messenger support for time slot picker
- Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
- Messenger input forms for digital bot flows
- Rate limiting for conversation assignment
- Caller ID inheritance for agent-created customer first callbacks
- Case record comments
Data, analytics, and reporting
- Sensitive data masking support for Hebrew and Turkish voice transcripts
- Sensitive data masking support for Hebrew and Turkish messaging transcripts
- Program-level sentiment and empathy analysis controls
- Increased dictionary terms limit for native transcription
- Improved native transcription accuracy for English dialects and specialized domains
- Sentiment Feedback user interface modernization
- Speech and Text Analytics configuration UI modernization
- Unified and scalable Genesys Cloud CX conversation data extraction
Employee productivity
- Call Session Service rollout for eligible organizations
- Associate mobile app rebrand and user experience refresh
- Bulk user operations for Genesys Cloud Copilot
Open platform
- ServiceNow email routing via Genesys Cloud
Self service and automation
- Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode
- Dark mode support and user interface update for Architect
- Improved Knowledge answers in Agent Copilot and Virtual Agent
Workforce engagement
- Work team-level access control for time-off requests
- Live screen monitoring for agent supervision
- Delete activity plans and future occurrences
Deprecations
- Deprecation: GPE journey outcomes
- Deprecation: Native voice transcription for Polish (pl-PL)
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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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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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