List of the Genesys Cloud release notes that include the agent workspace release notes tag.
Customer engagement
- New commercial model for Work Automation tasks and workitems
- Genesys Cloud introduces Case management
- Poly/HP Edge B Series managed phones available in Genesys Cloud
- Message parking for Genesys Cloud
Data, analytics, and reporting
- Ingest external events through APIs for External Contacts
Employee productivity
- Support for Poly Trio C60 conference phone as a Genesys managed phone
- Extended markdown in messaging channels
Open platform
- Support for multiparty voice calls in CX Cloud with Salesforce Service Cloud Voice
Deprecations
- Deprecation: GPE journey outcomes
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Customer engagement
- Predictive routing queues summary enhancements
- WhatsApp support for interactive list pickers in bot conversations
- Automatic sign-in for authenticated Messenger users
- Workitem Insights views for supervisors
Data, analytics, and reporting
- Copilot panel and chart expansion for Journey Management
Employee productivity
- Extended markdown in messaging channels
- Configurable audio alert duration for agents
Open platform
- CX Cloud media helper alert for failed calls
Self service and automation
- Use knowledge in AI Guides
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Open Platform
- Updated regional feature deployment schedule now in effect
Account Management
- Set default multi-factor authentication (MFA) device for multi-device users
- AuthorizedClientIDs SAML attribute for SSO integrations
Customer engagement
- Support for keyboard type in Apple Messages for Business forms
- Post-flow action in Architect message flows
- Customer intent taxonomy and agent visibility
- Automatically establish a persistent connection when an agent goes on-queue
- WebRTC idle media timeout
Employee productivity
- Genesys Tempo cross-week shift trading
- Accessibility improvements for conversation initiation
- Agent Copilot queue filters
- Agent Copilot knowledge configuration support
Open platform
- Genesys Cloud Voice in Singapore
- Genesys Cloud Voice in Mexico
- WebRTC phone upgrade opt-in setting
- Seamless reconnections in AudioHook Monitor integrations
Self service and automation
- Introducing Knowledge Fabric
Workforce engagement
- Workforce management main forecast table view
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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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