List of the Genesys Cloud release notes that include the data integrations and connectors 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
- 2024 Genesys CIDR expansion and firewall requirements notification
- Access workbin and worktype names in task management events
Employee productivity
- Multi contextual panels
- Agent Copilot assigned at the queue member level
Data, analytics, and reporting
- Bulk Export API to export external contacts and related data
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
- Deprecation: Presence update requires new permission
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Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- External source for open messaging identity resolution in the UI
- Detailed counts of digital messaging activity
- Improved keyword precision for SMS
- Microsoft Graph for email integration
Employee productivity
- Multi contextual panels
- Improved agent email address handling
- Expanded Agent Assist dashboard with enhanced insights
Data, analytics, and reporting
- Normalization of Digits in French for Low Latency transcription.
- Division support for external contacts bulk import
- Agent Activity performance dashboard widget filter and sort agents based on conversation activity
Self service and automation
- Advanced knowledge handling in bot flows
Deprecations
- Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
- Deprecation: Windows 10 OS support for the desktop app
- Deprecation: Genesys Enhanced TTS – Google European Voices
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Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Introducing outbound WhatsApp campaigns support
Employee productivity
- Multi contextual panels
- Conversation details for agents
- Prevent agents from staying on queue without a selected station
Account management
- Attribute-based access control
Data, analytics, and reporting
- View average sentiment score across performance views
- Retrieve Estimated Wait Time (EWT) by label
- Analytics agent activity API filter and sort agents based on conversation activity
- Agent Timeline Detail view
Open platform
- Sync external email interaction data in Genesys Cloud EX
- Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia
Workforce engagement
- Add or remove individuals from automatic development and feedback modules assignment
- Gamification Contests
Self service and automation
- Query jobs API typeId as a primary filter and increased filter limits
Deprecations
- Deprecation: Amazon Lex V1 bot integration
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