New Features — January 2025

Description: Supervisors can now share performance dashboards with specific teams or individuals, improving collaboration without making them public.

Licenses:

• All licenses

Read More: Performance Dashboards overview, Share Performance dashboards, About views and dashboards

Description: Administrators can now automate SMS and email campaign operations using campaign rules. This update allows campaign rules to function across both digital (SMS, email) and voice campaigns, improving campaign management. New actions, Change Campaign Template and Set Campaign Messages Per Minute, offer greater flexibility and control over digital campaign execution.

Licenses:

• Genesys Cloud 2, 3

Read More: Campaign Rules View | Create Campaign Rules

Description: Genesys Cloud’s native English voice transcription now improves accuracy in capitalization, punctuation (periods, commas, question marks), and number formatting. This update enhances readability without affecting sentiment analysis, topic spotting, or content search performance.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX

Read More: About Voice Transcription | Genesys Cloud Supported Languages

Description: Hindi (hi-IN) language support is now available for programs, topics, and phrases in speech and text analytics, broadening multilingual AI capabilities.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX

Read More: Genesys Cloud Supported Languages

Description: Event cards in Journey Management now maintain their original sequence even after calculations, ensuring a clear and logical order for reviewing large, complex journeys (up to 20 branches).

Licenses:

• Genesys Cloud 1, 2, 3

Read More: Journey Management Overview | Create a Journey Visualization

Description: Administrators can now add descriptions to Collaborate chat rooms, helping users understand the room’s purpose beyond just the title.

Licenses:

• Collaborate

Read More: Create a Personal Chat Room

Description: Enhancements to the workforce management deferred work algorithm improve short-term workload predictions, leading to better workload distribution and scheduling accuracy.

Feature Availability: Postponed to January 16, 2025

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX

Read More: Workforce Management Forecasting

Description: Administrators can now define custom regex-based data masking rules for Co-Browse, ensuring sensitive data is protected during live interactions.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: Configure Messenger

Description: Genesys Cloud now ensures callbacks and ACD voicemails retain original routing attributes, including skills, language, and priority, to improve customer-agent matching.

Licenses:

• All licenses

Read More: Preserve Skills from Calls for Callbacks and Voicemails

Description: Administrators can now configure date-based rules (due date, expiry date, lifespan date) within Worktype settings, triggering specific workflows based on deadlines.

Licenses:

• Work Automation Add-on

Read More: Work with Workitem Flows

Description: Genesys Cloud redesigned the Canned Responses Panel with improved formatting, making it more intuitive and visually consistent across interactions.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: Use Canned Responses, Format canned responses

Description: Administrators can now add multiple workitems (up to 50 per batch) in a single API call, optimizing bulk processing and system transitions.

Licenses:

• Work Automation Add-on

Read More: Add a Workitem via API

Description: Supervisors can now retrieve performance reports for former employees, ensuring access to historical data for compliance and insights.

Licenses:

• All licenses

Read More: Agents Performance views overview, Agents Performance Summary view, Agents Status Summary view

Description: Native voice transcription now offers enhanced accuracy for French (fr-FR, fr-CA) dialects, improving analytics quality.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX

Description: Emoji reactions are now available in desktop, iOS, and Android Collaborate Chat, making conversations more engaging and interactive.

Licenses:

• Collaborate

Read More: Collaborate FAQs

Description: AI-powered Agent Copilot is now embedded in Salesforce CX Cloud, providing real-time guidance and knowledge articles.

Licenses:

• Genesys Cloud 1, 2, 3

Read More: AI experience in CX Cloud from Genesys and Salesforce, Configure Genesys Cloud CX Embeddable Component

Description: External Contacts now supports division-based access controls, allowing organizations to segment contact data by teams or business units.

Feature Availability: Postponed to January 23, 2025

Licenses:

• All licenses

Description: WhatsApp template messages now support dynamic call-to-action buttons and images, improving engagement and customer interactions.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: Add a WhatsApp Template Message

Description: Workforce Management can now automatically sync approved time-off requests with published schedules, reducing manual updates.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX

Read More: Add a time-off plan, Agent time-off requests, Synchronize time-off requests

Description: As of January 27, 2025, Genesys ended support for ACD Web Chat (v1), recommending migration to Web Messaging & Messenger.

Licenses:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: ACD Web Chat Deprecation

Description: Genesys ended support for legacy co-browse and screen share as of January 27, 2025, advising users to migrate to Messenger-based Co-Browse.

Licenses:

• Genesys Cloud 3, 3 Digital

Read More: Deprecation: Legacy co-browse and screen share

Description: Administrators can now run their own Node.js code within Genesys Cloud data actions. Using AWS Lambda, this feature enables complex use cases such as format conversions (XML to JSON), multi-step API calls, and interactions with multiple endpoints in a single invocation. This integration expands customization opportunities while maintaining security and compliance. Supported Node.js versions: 18, 20, 22.

Licenses:

• Genesys Cloud 1, 1 Digital Add-on II, 1 WEM Add-on II, 2, 2 Digital, 2 WEM Add-on I, 3, 3 Digital, Work Automation Add-on

Read More: Genesys Cloud Function Data Actions | Data Actions Integration Requirements

Description: Administrators can now search and filter interactions that include screen recordings, allowing easier identification and review of recorded conversations. A new data column indicates whether an interaction was originally screen recorded, improving efficiency for Quality Managers and evaluators.

Where:

Performance > Contact Center > Interactions

Campaign Performance > Interactions

Queue Performance > Interactions

Agent Performance > Interactions

Licenses:

• Genesys Cloud 1, 1 Digital Add-on II, 1 WEM Add-on II, 2, 2 Digital, 2 WEM Add-on I, 3, 3 Digital

Read More: Interactions view, Campaign Interactions Detail view, Agents Interactions Detail view

Description: Genesys Cloud has introduced a login screen banner to inform users of their rights and obligations before logging in. This feature supports compliance with ENS Royal Decree 311/2022 and other security frameworks by clearly communicating usage policies. The banner states: “The Genesys Cloud platform is the property of Genesys Cloud Services, Inc. It is provided for the intended use of your organization under terms of service. The use thereof may be monitored for improper use or unauthorized access.”

Licenses:

• All licenses

Description: The External Contacts Profile Panel has been redesigned with an improved user interface, better navigation, and fewer clicks for tasks such as editing an organization or unlinking contacts. The refresh makes profile management more intuitive and efficient while maintaining existing functionality.

Key Updates:

Dedicated tab for external organizations

Standardized Genesys Cloud components (e.g., phone fields, SMS settings)

Streamlined workflows for improved user experience

Licenses:

• Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read More: Unlink a contact, Search for a contact, Edit a contact in the Interactions panel

Description: The Automatic Time Zone Mapping (ATZM) feature is now available in the Genesys Cloud and Salesforce integration, allowing administrators to automatically map customer phone numbers and postal codes to time zones. This automation improves outbound campaign efficiency and reduces manual effort and errors. Previously, this feature was only available directly within Genesys Cloud.

Regions Supported: United States and European organizations

Licenses:

• Genesys Cloud 1, 2, 3

Read More: Configure zip code column, Configure Genesys Cloud campaign setting information

Description: Developers using the Notification API for voice transcription can now receive normalized numbers and digits instead of having them spelled out as words. This update improves transcription accuracy and readability for German (de-DE) speech-to-text outputs, making data processing and analysis more efficient.

Licenses:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX