List of the Genesys Cloud release notes that include the quality management release notes tag.
Customer engagement
- Benefit assessments for predictive routing-enabled queues
- Architect flow validator
- WhatsApp username and identity resolution support
- Enhanced predictive routing visibility in the Queues view
- WhatsApp video carousel templates
- WhatsApp embedded signup v4 support
Data, analytics, and reporting
- Move event cards on the Journey Analyzer canvas
- Attribute-based access control for transcripts
Employee productivity
- Call Session Service rollout update
Open platform
- Bring Your Own Interaction support for FedRAMP
- CX Cloud auto-answer for interactions
- Call forwarding for CX Cloud from Salesforce
Self service and automation
- Improved filter condition creation for triggers
Workforce engagement
- Reports To as a permission condition for recording access
- Attribute-based access control for recordings
- Improved forecasting accuracy for non-seasonal time series
- Work plan and work plan rotation limit increases
- Import external forecasts for capacity planning
- Enhanced direction filtering for gamification metrics
- Attribute-based access control for quality management evaluations and surveys
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Customer engagement
- Support for ACD skill expression filters
- Access to email header fields
- Expanded free-text response limit for web and voice surveys
- Message flows for public and private social messages
Data, analytics, and reporting
- Email alerts now include queue and agent names
Employee productivity
- Control download access for voicemail recordings
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Open platform
- Agent Copilot and Scripter support for CX Cloud messaging and email
- ServiceNow Unified Experience transfer tooltips show agent availability
- Multiple concurrent Genesys applications per user
Self Service and Automation
- Connection management for knowledge fabric
Workforce Engagement
- User Home workspace in Genesys Cloud Home
- Agent Activity widgets available in Home
- Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
- Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Deprecations
- Deprecation: Token Implicit Grant for OAuth clients
- Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs
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Customer engagement
- Inbound WhatsApp business calling
- Attempt control enhancements
- Automatically end preview interactions after wrap-up
Data, analytics, and reporting
- AI scoring model upgrade for natural-language evaluation questions
Employee productivity
- Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
- Manage user presence in the Communicate mobile app
- Queue ID attribute for embeddable framework click-to-dial
Open platform
- Genesys Cloud Voice phone number redirection for business continuity (US & Canada)
- Greater outbound performance and platform enhancements for BYOC Cloud
- Locale-based date and time display
Self service and automation
- LAM-powered virtual agents in AI Studio
Workforce engagement
- Automated agent scoring in speech and text analytics programs
Deprecations
- Deprecation: agent assistance
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