Genesys Cloud - Account management category
List of the Genesys Cloud release notes that include Account management updates.
November 29, 2023
Customer engagement
- Messenger support for Estonian, Latvian, and Lithuanian
- External contact management user interface refresh
Data, analytics and reporting
- Improved voice transcription accuracy for Portuguese (pt-PT and pt-BR)
- Agent, Queue, and Flow topics summary view enhancements
Employee productivity
- Improved Collaborate for iOS search experience
- Real-time monitoring for web messaging channels
Self service and automation
- Sort and filter intents and utterances in Architect bot flows and digital bot flows
Workforce engagement
- Bulk archive recordings through recording bulk action API
Deprecations and announcements
- Deprecation: Native LINE third-party messaging channel
October 18, 2023
Account management
- Division-aware configuration objects default to all divisions
- Assign divisions to secondary statuses
- User settings page displays the last login date and time
Customer engagement
- GCV outbound fraud protection
Data, analytics and reporting
- New speech and text analytics permissions
- Agent empathy analysis API for English transcripts
- New analytics dashboard metrics
- Messenger co-browse toolbar improvements
- Remove agents who deselect their phone from the queue
Employee productivity
- Agent target selection interface and workflow improvements
Workforce engagement
- Assign division specific secondary status codes for agents
October 11, 2023
Account management
- The User Settings page displays the last login date and time
- Regional Genesys location as default directory location
- iRAP protected compliance assessment
Customer engagement
- Allow end-user participants to clear web messaging conversations
Data, analytics and reporting
- Trigger alerts based on the number of agents currently in queue
Self service and automation
- Architect knowledge configuration improvements
- Internal article references as hyperlinks in other knowledge articles
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
- Search Audits APIs deprecation
- Deprecation: Removal of Utilize Load Based permission
October 4, 2023
Data, analytics and reporting
- Improved native voice transcription accuracy for specific French dialects
- Improved native voice transcription accuracy for specific Spanish dialects
Open platform
- Ringtone selection for call alerts
Self service and automation
- Centralized import and export for knowledge workbench V2
- Preview knowledge workbench V2 articles
- Advanced filtering and customizable columns for knowledge bases
Deprecations and announcements
- Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients
