Genesys Cloud – unified communication and collaboration 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
• Call history enhancements for group calls

Customer engagement

• Support for mobile push notifications for unread message alerts
• Assign segments to external contacts for up to 30 Days
• Append outbound campaign performance statistics to the Campaign Performance view
• Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
• Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

• Interaction category creation support for Korean and Japanese languages
• Programs, topics, and phrases support for Korean and Japanese languages

Open platform

• Unified Experience ServiceNow ITSM support
• Configure alerts for Operational Console events

Workforce engagement

• Schedule coaching and learning sessions with greater flexibility

Employee productivity

• Multi contextual panels
• Segment filtering suppression on knowledge articles for Agent Copilot
• Improved Collaborate chat read and unread message sync

Customer engagement

• Increased DTMF input limit in Architect flows
• Outbound division-aware campaign schedules
• WhatsApp outbound campaigns pre- and post-contact triggers
• Outbound power and predictive campaigns sort by priority in skills-based dialing 

Data, analytics, and reporting

• Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

• Workforce management shift trades external activities support

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

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Customer engagement

• WhatsApp outbound campaign schedules
• Profile panel support for workitems
• Conditional group activation based on real-time metrics

Data, analytics, and reporting

• Improved native voice transcription for English

Open platform

• CX Cloud from Genesys and Salesforce support for agent initiated after call work
• Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

• Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification