Genesys Cloud – cross channel tag

Customer engagement

• Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

• Category aggregate data in analytics metrics
• Trigger process automation based on topics, sentiment, or empathy

Employee productivity

• Links to Genesys Cloud group chat room video sessions

Workforce engagement

• Configure GCBA with Microsoft Edge native messaging

Deprecations

• Deprecation: agent assistance

Employee productivity

• Multi contextual panels
• Fax interface update

Customer engagement

• Architect digital bot flow time picker support
• Genesys Cloud Social support for Instagram
• Web Messenger support for time slot picker
• Retention of library selection in the Canned Responses Admin page
• Updated pricing for social direct messages, SMS, and agentless outbound email
• Enhanced email administration user interface

Data, analytics, and reporting

• AI Insights at a glance
• New digital response time and engagement metrics

Workforce engagement

• Evaluate up to 50 interactions per agent daily with AI Scoring
• Multiple answer selection in evaluation form questions

Deprecations

• Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
• Deprecation: Workforce management historical data delete job API endpoints

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

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Auto answer for voice interactions on queue settings
• Auto answer for digital interactions

Data, analytics, and reporting

• Filter and search conversations by acoustic metrics and wrap-up codes

Employee productivity

• Agent Copilot summary analytics access via API

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

• Reminders for agents about their next scheduled activity

Account management

• Counted limits monitoring and alerts
• WebRTC Media Helper enabled by default with allowed IP addresses feature
• Custom inbound data filtering rules for digital channels

Customer engagement

• Prerequisites in expandable section of Resource Center articles
• Park email interactions

Data, analytics, and reporting

• Dashboard Owners page
• Increase quality management topic limit to 5000 on request
• Journey management with Funnel analysis

Open platform

• Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

• Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

• Screen recording playback UI modernization
• Improved customer sentiment and agent empathy analysis for English dialects