Genesys Cloud - Main

Hey everyone!

Would you like the chance to win a prize? Share your favorite feature and maybe you could win a prize from the Prize Wall!

I'm currently gathering my notes for a recap of all of the greatest releases that we added this year. There are a ton of great features for me to choose from. Can you help me narrow it down or highlight some features I may have overlooked?

Leave a comment below that details what your favorite feature released in 2024 was and how it has impacted your Genesys experience. Everyone has until January 6^th 2025 to enter the contest (so feel free to play with new features and craft your entry into the new year).

On January 6^th, the team and I will review all of the submissions and pick a winner based on how unique and detailed their story is. 

Did you adopt more than one feature that you want to brag about? Great! We would love to hear it and who knows, it may help your chances of winning, but it will definitely help my recap blog.

Do you feel behind on all of the releases that came out this year? My monthly top picks may be just what you need to keep up with all of the exciting changes we roll out each month.

Any questions, let me know! I look forward to hearing from you.

#Roadmap/NewFeatures

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Jason Kleitz
Online Community Manager/Moderator
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I put out a top 10 every month for our clients and accompany that with a WOW factor of 1 to 5.  If I had to take the top WOW Factor of 5 features, they would be in my order of favorites:

1. Virtual Agent
2. Agent CoPilot with Summarization V2
3. Architect Historical Execution
4. Customer-First Callback and Automation
5. Gamification Kudos

The problem is that we have another 3 weeks of releases and there are couple planned that might make this list!

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Hi Jason,

my favorite feature for 2024 is clearly "after call voice surveys". The workaround before that feature was painfully complex and a bit unstable.

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Christoph Domaschke
Leiter Service Center (Cronbank)
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You're not the only one who thought that. That idea had over 1000 votes (hint hint for anyone who hasn't tackled the current Trivia Tower)

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 12-02-2024 02:30
From: Christoph Domaschke
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Hi Jason,

my favorite feature for 2024 is clearly "after call voice surveys". The workaround before that feature was painfully complex and a bit unstable.

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Christoph Domaschke
Leiter Service Center (Cronbank)
------------------------------

The top two on my list are Architect Historical Execution and After Call Voice Surveys.  

Architect Historical Execution allows you to troubleshoot architect and data action issues on your own with greater detail rather than going to Genesys Support.  I've used this too many times to count, and its been a godsend!

My business heard that Voice Surveys were available and one of the first things they said was, when can we?  This has been a long asked for feature that has so much value and its implementation is great using the voice bot.  Additionally, this is a great way to build your first voice bot, while it does build itself, it does allow you to see what the structure of the bot looks like and allows you to modify things a bit for your need.  Well done!

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JoeU
DriveTime
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Hi Joe,

what do you need to active Architect Historical execution?  Is that the same as Replay Mode?

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Jean Lam
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Original Message:
Sent: 12-02-2024 17:16
From: Joe Ulrich
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

The top two on my list are Architect Historical Execution and After Call Voice Surveys.  

Architect Historical Execution allows you to troubleshoot architect and data action issues on your own with greater detail rather than going to Genesys Support.  I've used this too many times to count, and its been a godsend!

My business heard that Voice Surveys were available and one of the first things they said was, when can we?  This has been a long asked for feature that has so much value and its implementation is great using the voice bot.  Additionally, this is a great way to build your first voice bot, while it does build itself, it does allow you to see what the structure of the bot looks like and allows you to modify things a bit for your need.  Well done!

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JoeU
DriveTime
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As I understand it, Historical Execution Data powers the Replay Mode, they both go hand in hand.  Super useful tool!

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JoeU
DriveTime
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Original Message:
Sent: 12-04-2024 10:34
From: Jean Lam
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Hi Joe,

what do you need to active Architect Historical execution?  Is that the same as Replay Mode?

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Jean Lam
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Original Message:
Sent: 12-02-2024 17:16
From: Joe Ulrich
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

The top two on my list are Architect Historical Execution and After Call Voice Surveys.  

Architect Historical Execution allows you to troubleshoot architect and data action issues on your own with greater detail rather than going to Genesys Support.  I've used this too many times to count, and its been a godsend!

My business heard that Voice Surveys were available and one of the first things they said was, when can we?  This has been a long asked for feature that has so much value and its implementation is great using the voice bot.  Additionally, this is a great way to build your first voice bot, while it does build itself, it does allow you to see what the structure of the bot looks like and allows you to modify things a bit for your need.  Well done!

------------------------------
JoeU
DriveTime

Hey Joe,

I'm not sure if I've replied to you in the past. If I haven't, welcome to the Community! I'm glad to hear that we were able to help cut down on the time you've had to spend troubleshooting things on your end. I know our Dev team works hard to roll out new features that can turn someone from zero to hero on their team.

I'll try to see if I can forward along your thanks to the PM team.

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Jason Kleitz
Online Community Manager/Moderator
------------------------------

Original Message:
Sent: 12-02-2024 17:16
From: Joe Ulrich
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

The top two on my list are Architect Historical Execution and After Call Voice Surveys.  

Architect Historical Execution allows you to troubleshoot architect and data action issues on your own with greater detail rather than going to Genesys Support.  I've used this too many times to count, and its been a godsend!

My business heard that Voice Surveys were available and one of the first things they said was, when can we?  This has been a long asked for feature that has so much value and its implementation is great using the voice bot.  Additionally, this is a great way to build your first voice bot, while it does build itself, it does allow you to see what the structure of the bot looks like and allows you to modify things a bit for your need.  Well done!

------------------------------
JoeU
DriveTime
------------------------------

Architect Historical Execution Data and Replay, this has made life so much easier for me and my team. Also means we don't need as much logging as participant data since it is all right there. So good.

Third party knowledge base connector also makes Agent Assist or CoPilot much more palatable for us.

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Anton Vroon
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Definitely Historical Execution in Architect. This filled a big gap in the product and it was great from day one! Saves a lot of time when assessing flows and understanding how things like data actions are working.

To be able to see the specifics of what a data action is using as an input, or receiving as an output, is invaluable. It's also a great training tool - for someone unfamiliar with data actions and how Architect processes requests, it's a great way of showing someone what you're searching and what you're receiving in return. Thanks for saving me some long nights working flows out!

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David Hawken
Professional Services Engineer
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Thanks for the kind words David. I'm glad that we were able to deliver an extremely useful tool.

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Jason Kleitz
Online Community Manager/Moderator
------------------------------

Original Message:
Sent: 12-03-2024 03:47
From: David Hawken
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Definitely Historical Execution in Architect. This filled a big gap in the product and it was great from day one! Saves a lot of time when assessing flows and understanding how things like data actions are working.

To be able to see the specifics of what a data action is using as an input, or receiving as an output, is invaluable. It's also a great training tool - for someone unfamiliar with data actions and how Architect processes requests, it's a great way of showing someone what you're searching and what you're receiving in return. Thanks for saving me some long nights working flows out!

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David Hawken
Professional Services Engineer
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The feature I like the most is the API list that allows integration with other apps and personalization.

Love it!

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Enrique Regalado
Professional Services Consultant
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For me, it's hands down Email Parking. It has been a game changer. Prior to this, we were using a very clunky, cumbersome workaround that lent itself to errors and delays in customer responses. Email parking solved all of those concerns and even had my normally quiet digital agents cheering. 

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Emily Kammerer
Manager - Telephony Systems
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Emily! I'm glad to hear that Email Parking has been a game changer for you and your team. I know that you said that you were in charge of Telephony in your Community Spotlight video but it sounds like you're adding more and more pieces to your tool kit. I can't wait to see what else you can build in the future!

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Jason Kleitz
Online Community Manager/Moderator
------------------------------

Original Message:
Sent: 12-03-2024 10:05
From: Emily Kammerer
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

For me, it's hands down Email Parking. It has been a game changer. Prior to this, we were using a very clunky, cumbersome workaround that lent itself to errors and delays in customer responses. Email parking solved all of those concerns and even had my normally quiet digital agents cheering. 

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Emily Kammerer
Manager - Telephony Systems
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Hands down its the Architect Historical Execution for me... being able to visually follow the call has been an immense help at troubleshooting architect issues. We lost the ability when we came to Genesys, so having the feature come out with has been a HUGE plus for getting back to how we work best. It's also allowed us to slim down our main IVR flow by removing all the debug audios present. All in all, this one was a big win for us! 

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Cori
Views expressed are my own and do not necessarily reflect those of my employer
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Awesome! I know that our Dev team is working hard to ensure that we have feature parity going forward into the future. I love hearing about these big Ws for our customers!

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Jason Kleitz
Online Community Manager/Moderator
------------------------------

Original Message:
Sent: 12-03-2024 10:56
From: Cori Daily
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Hands down its the Architect Historical Execution for me... being able to visually follow the call has been an immense help at troubleshooting architect issues. We lost the ability when we came to Genesys, so having the feature come out with has been a HUGE plus for getting back to how we work best. It's also allowed us to slim down our main IVR flow by removing all the debug audios present. All in all, this one was a big win for us! 

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Cori
Views expressed are my own and do not necessarily reflect those of my employer
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Station Side Recording! I know we're only in Beta right now but it's been super helpful. 

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Elyse Gritsonis
Business Analyst
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I know that it feels like it's been a long time coming, but you are absolutely right. Station-Side Recording is going to be extremely helpful in the future. I know that this has been a hot topic for our Dev team to roll out. Hopefully your team has been able to participate in the Beta and we can see it rolled out on the Release Notes soon!

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 12-03-2024 16:46
From: Elyse Gritsonis
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Station Side Recording! I know we're only in Beta right now but it's been super helpful. 

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Elyse Gritsonis
Business Analyst
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I like the After Call Voice Surveys, as well.  It's nice to see Voice interactions get some love now and then.

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Pol Buckingham
Technical Support Call Center Manager
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My favorite feature from 2024 

1. Architect Historical Execution
2. Multiview panel
3. Norwegian language support in Knowledge base

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Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
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Vidmantas Zygus
Systems expert
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I don't even need to think about this one. 
Without a doubt I choose: Architect Historical Execution.
This makes troubleshooting so much faster.

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Andrew Lagarde
Engineer
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After Call Voice Surveys, for me was one of the most awaited feature

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Carlos vega
Project Manager | CSM
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STAFFING GROUPS!!!!!  It made it possible for me to use the Automatic Time Off evaluations/checker.  It's still not there, but at least I can use the feature (Time Off) in some way. 

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Hi!

All Features "Email Related": Email Preview, Email Parking were a definitely a must Even if there is still work to do. 

Architect Historical Execution an absolute time saver. 

Not sure if i can put it here (Feature is in Beta) Station to Station Recording. :)

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Sylvain Briere
Senior Advisor Telephony, Énergir, L.P.
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Features in Beta are almost always soon to be Features.

Let me check with the Judges on this one...

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 12-04-2024 09:08
From: Sylvain Briere
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Hi!

All Features "Email Related": Email Preview, Email Parking were a definitely a must Even if there is still work to do. 

Architect Historical Execution an absolute time saver. 

Not sure if i can put it here (Feature is in Beta) Station to Station Recording. :)

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Sylvain Briere
Senior Advisor Telephony, Énergir, L.P.
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Architect Historical Execution is my #1 feature release for 2024, has been a major time saver for operations. We have alot of varied experienced engineers, so having a good foundation to utilize on building flows/troubleshooting flows, is helping the theory of a rising tide of knowledge lifting all boats with experience at a uniform and consistent rate. 

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Brian Moran
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Brian,

I just want to say that I really loved your use of that idiom. Hopefully your team will be full of nothing but experts in no time.

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 12-04-2024 11:30
From: Brian Moran
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Architect Historical Execution is my #1 feature release for 2024, has been a major time saver for operations. We have alot of varied experienced engineers, so having a good foundation to utilize on building flows/troubleshooting flows, is helping the theory of a rising tide of knowledge lifting all boats with experience at a uniform and consistent rate. 

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Brian Moran
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As a Genesys Admin and developer, the standout feature released this year (my first year with Genesys) is undoubtedly the Architect Historical Execution Data & Replay functionality. This has been invaluable for me and other developers in troubleshooting call flow issues and gaining a deeper understanding of the routing logic within the call flows.

The post-call voice survey is another key feature, and it's likely to be the most impactful for our business partners, who have been seeking a survey solution for quite some time. We've completed the groundwork, confirmed that it meets the business requirements, and are set to implement it early next month.

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Philip Varghese
Lead Programmer Analyst
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Hey Philip,

Thank you for that info. It certainly sounds like exciting times! Good luck with the roll out, and all of the new customer feedback!

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Jason Kleitz
Online Community Manager/Moderator
------------------------------

Original Message:
Sent: 12-04-2024 11:45
From: Philip Varghese
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

As a Genesys Admin and developer, the standout feature released this year (my first year with Genesys) is undoubtedly the Architect Historical Execution Data & Replay functionality. This has been invaluable for me and other developers in troubleshooting call flow issues and gaining a deeper understanding of the routing logic within the call flows.

The post-call voice survey is another key feature, and it's likely to be the most impactful for our business partners, who have been seeking a survey solution for quite some time. We've completed the groundwork, confirmed that it meets the business requirements, and are set to implement it early next month.

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Philip Varghese
Lead Programmer Analyst
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Post Call Survey has been sought after so long. It's great to finally have it. It would be nice if it was included in GC1-3 or at least a small add-on. 

Loving Multipanel, but i have some customers not thrilled about the inclusion of the deprecation of the expand/collapse component of the UI. 

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Steve Alix
EDCi
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Hi everyone,

It's been an exciting year for Genesys Cloud with a ton of great new features! It's hard to pick just one favorite, but here are a few that have really enhanced my workflow as a partner and operational efficiency for our clients.

• Architect Historical Execution: This has been invaluable for troubleshooting and optimizing our workflows. Being able to replay past executions helps me identify bottlenecks and areas for improvement. It's a real time-saver!
• Multi-contextual Panels: This has given our agents much more flexibility. They can now have different panels for different tasks, which helps them stay organized and focused. I've received a lot of positive feedback on this one.
• Email Preview and Parking: This seemingly small change has made a big difference for our email-handling agents. Being able to quickly preview and park emails helps them manage their workload much more effectively.

While we're not yet using Agent CoPilot and Virtual Agent, I'm excited about the potential these features offer. AI has the power to transform the way we work, and I'm looking forward to exploring these capabilities further in the future.

I can'r clearly name the "one and only", but here's my choice of best features 2024:

• Virtual Agent
• Agent CoPilot
• Customer-First Callback
• After Call Survey (Voice)
• Audit viewer granular detail of role changes

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Monika Gruber
Expert Design Contact Center Systems
1&1 Telecommunication SE
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Below are my favorite features for 2024

• Station-Side Recording
• Virtual Agent
• Agent CoPilot

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Vipul Solanki
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Hello Jason, 

Definitely Agent Co-Pilot! 

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Koen Dierickx
Telecom Architect
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We are in the process of converting to the cloud from on-premise - I look forward to seeing all of these in action!

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Stacey Sanchez
PACU- Workforce Operations MGR
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Th ability to trace flows was the one that i liked the most.

1. Architect Historical Execution

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Edgard Paternina
Especialista It Ii
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Another vote for Architect Historical Execution, this accelerated the troubleshooting process for us. 

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Vincent Sabolboro
Genesys Cloud SME
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+1 and I'd add more if I could for the Architect Historical Debugger.  To be honest, while it's not perfect, it is one of the few "enhancements" I've seen put out where it's obvious the developers of the enhancement have actually used the product :)  

I've love to see even more added into Architect that was available for years in IRD within Engage but this has definitely been a great start and has removed the need for having "debug" participant data bits spread all over the place :)

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Vaun McCarthy
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Hi,

I wonder if anyone mentioned Predictive Engagement here !
 It might not be as common as I thought, but trust me, it's a game-changer. If you're looking to boost agent utilization and productivity, this is the way to go. Using AI to anticipate customer needs and engage proactively is something we'll see a lot more of in the future. And there's still so much potential to uncover !
I'm preparing for GCX- GPE-GPR and it has a lot to offer as I discover.

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Ashiesh Sharma
BT plc
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I like Journey Management analysis because.

It identifies the real-time blockers preventing customers from using self-service options 

Understand transfer reasons and reduce repeat calls.

Optimize IVR Navigation and reduce drop-outs 

Enable immediate adjustments based on real-time data 

Enhances customer satisfaction by analyzing journey paths

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Kathiravan Srinivasan
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Easily Execution Data/History. 

It has made building new flows, debugging and monitoring issues extremely easy to manage. 

I was also happy with the changes to data tables (them opening in a popped out window) that was quickly rolled back, except for not being able to use scroll bars, it was an improvement, that I hope we see re-implemented in the future. 

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Lee Creasey
Technical EUC Specialist
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Post Call Voice Survey was our top request from the business and has been quite successful.  For me personally it's Architect Historical Execution, it saves so much time when troubleshooting.

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Bethany Han
Business Application Expert
Blue Cross and Blue Shield of North Carolina
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Our main business users would say Post Call Voice Surveys. For me, I can't wait to see Station Recording fully implemented. The amount of internal to internal calls that can't be recorded easily is crazy and this will solve that.

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Seean Weaver
MAPFRE USA - Telecom Analyst
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Hey Seean,

I'm in the same boat as you all; I think that once Station-Side Recording is released, that will skyrocket to several #1 lists!

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Jason Kleitz
Online Community Manager/Moderator
------------------------------

Original Message:
Sent: 12-06-2024 10:27
From: Seean Weaver
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Our main business users would say Post Call Voice Surveys. For me, I can't wait to see Station Recording fully implemented. The amount of internal to internal calls that can't be recorded easily is crazy and this will solve that.

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Seean Weaver
MAPFRE USA - Telecom Analyst
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WOW! I look away from this thread for a second and it looks like there have been a ton of responses since I last checked. I'm going to spend some time today catching up on your all's comments.

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Jason Kleitz
Online Community Manager/Moderator
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Aftercall voice surveys, followed by agent copilot

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John Ziarkowski
Senior Account Executive, Enterprise
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Plenty of great features, but there is one that I have been very vocal about to every single prospective customer. Putting my customer experience hat on, there is one feature that hands down provides the greatest value to customers. And it nicely also packs a punch for supporting agents while delivering the value customers are begging for:

Agent CoPilot with Summarization V2
Everyone including you and I are begging for the correct information ASAP. Agent CoPilot provides the means to quickly provide information we are asking for, while also providing the means for organizations' documentation teams to build effective knowledgebases that can also provide customer facing information built upon the agent facing information.

This is the biggest game changer for contact centers that I've experienced in the past 30+ years.

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Kevin Brown
Miratech, Inc
30 Years in Software Development, IT Consulting, and CX.
Fountain Hills, AZ
United States
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I don't know if this counts but as a wanna be developer (iOS🍎)....I like the Mobile Messenger SDK. I have recently started playing with it and its nice to be able to build your own app that connects to your Genesys Cloud environment. 

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Cameron
Online Community Manager/Moderator
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1. Flow execution history
2. Customer first callback
3. Post call voice surveys

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Maxim Tsvetov
Principal PS Consultant
Genesys
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Flow execution history!

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Fnu Ganesh
Software Engineer II
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I'm loving the updated Agent Workspace GUI options! 

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[Larissa] [Huffman]
[AustinEnergy]
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My standout new feature this year has been Flow Execution History!!

I stepped into a chatbot developer role within my team in June of 2024, there wasn't much handover available, and I needed to work hard and dive into Genesys Beyond to really get an idea of what I was doing. 

The introduction of the execution history debug tool has been an absolute game changer for me!!! The tool is easy to use and is similar to debugging tools I have used in programming in the past. This has allowed me to be self-sufficient in the development of my chat bot which has helped to add a lot of job satisfaction to my day-to-day work. Thank you, Genesys team!!!

Best,

Isabella Clutterham

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Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
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Skipping ahead to the next WFM schedule from an already open schedule!  It has saved us so much time going back to the main schedules page to open a different schedule.  We do a lot of manual adjustments to the schedule and need to review week to week in one go.  This single feature has just saved schedule managers so much time!

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Jennifer DiCesare
Consultant
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Hello to all of you wonderful people in the Genesys Community! I just want to say that I was blown away by your responses in this thread. There were some short and sweet replies, some critical critiques, and one suggestion that said that some new features were "godsends". I've read through all the replies and, after much deliberation, I've chosen a winner!

This person went the extra mile by telling us their favorite feature from last year AND why everyone should be using Agent Copilot. Congrats to the first prize winner of 2025, Kevin Brown's amazing post! We'll be reaching out soon so that you can pick your Prize Wall item.

You all made finalizing my end of year list a bit difficult with all of the suggestions. I saw some common releases that people were excited for such as Architect Historical Execution and Post-Call IVR Surveys. I broke down your top five suggestions in Top Community Picks of 2024, which you can read here!

Want another chance to win a prize? Vote in the poll on the Genesys Cloud – Main Community's Home Page. One lucky member who participates will receive an item of their choice from the Prize Wall! The poll will be up for two weeks, so pick your favorite and hit that vote button. You don't want to miss this easy chance to win!

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Jason Kleitz
Online Community Manager/Moderator
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Congrats, @Kevin Brown ! I've sent you a google form to pick your Prize Wall item!

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Nicole Milliken
Senior Online Community Video Specialist
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Original Message:
Sent: 01-09-2025 17:08
From: Jason Kleitz
Subject: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Hello to all of you wonderful people in the Genesys Community! I just want to say that I was blown away by your responses in this thread. There were some short and sweet replies, some critical critiques, and one suggestion that said that some new features were "godsends". I've read through all the replies and, after much deliberation, I've chosen a winner!

This person went the extra mile by telling us their favorite feature from last year AND why everyone should be using Agent Copilot. Congrats to the first prize winner of 2025, @Kevin Brown! We'll be reaching out soon so that you can pick your Prize Wall item.

You all made finalizing my end of year list a bit difficult with all of the suggestions. I saw some common releases that people were excited for such as Architect Historical Execution and Post-Call IVR Surveys, but as we get closer to March Madness, I'd like to know which release takes home the trophy.

Want another chance to win a prize? Vote in the poll on the Genesys Cloud – Main Community's Home Page. One lucky member who participates will receive an item of their choice from the Prize Wall! The poll will be up for two weeks, so pick your favorite and hit that vote button. You don't want to miss this easy chance to win!

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Jason Kleitz
Online Community Manager/Moderator
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