List of the Genesys Cloud release notes that include the analytics and reporting release notes tag.
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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Customer engagement
- API for phone numbers update in scheduled callbacks
- Inbound messaging channel routing support in Apple Messages for Business
- Authentication support in Apple Messages for Business
- External Contacts identity resolution support for Apple Messages for Business
- Architect digital bot flows and Apple Messages for Business support
Data, analytics, and reporting
- Custom calculations in performance views
- AI summaries for the agent side of a conversation
Employee productivity
- Auto-assign Agent Copilot to licensed queue members
Open platform
- Audio Connector integration in Architect secure call flows
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Employee productivity
- Multi contextual panels
- Agent script enhancements
- Alert volume while on call setting available in main application
Account management
- SSO integrations management via SAML Metadata files
- Updated Genesys branding on login pages
- OAuth Client secret now viewable only at creation or upon new secret request
Data, analytics, and reporting
- Journey Management now displays estimated analysis completion time via in-app notifications
- Column reordering within column picker in Analytics Performance views
Self service and automation
- Transfer options for Architect voice and digital bot flows
Deprecations
- Deprecation: Mobile Messenger legacy Android and iOS code removal
- Deprecation: Pointillist
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Employee productivity
- Multi contextual panels
- Enable focus mode for agent apps
- Improved Collaborate chat read and unread message sync
- Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian
Customer engagement
- Access and promote external contacts directly in Architect
- Internal article linking within the knowledge base
Data, analytics, and reporting
- Search transcript content up to 90 days back
- Improved native voice transcription readability for Portuguese
- Exclude existing topics and phrases from topic mining
- Manage expiring and expired exports in the scheduled exports view
Self service and automation
- Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
Workforce engagement
- Set limits on shift types and weekend work in schedules
- Increased number of AI-scored questions allowed in evaluation forms
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Employee productivity
- Multi contextual panels
- Improved Collaborate Chat read and unread message sync
Data, analytics, and reporting
- Recover deleted dashboards from summary and owner pages
- Flow Outcomes and Milestones now available in Journey Management
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