Genesys Cloud Release Notes

Operational console to monitor and view operational events

Administrators can now use the Operational Console page to view and monitor operational console events and schema details. Administrators can filter operational events by a preset time period, entity name or entity ID, and event definition ID. Also, they can access additional context for action on events. After they view required event details on the Operational Console page, administrators can use the Event Catalog to gather additional context related to the events.

Improved native voice transcription accuracy for Portuguese dialects

Genesys Cloud improved native voice transcription accuracy for Portuguese Portugal (pt-PT) and Portuguese Brazil (pt-BR).

Enhanced search capability within skill expression groups

Administrators can now search skill expression groups from the Admin > Directory > Groups page and when they add groups in the Admin > Queue > Members page. Genesys Cloud sorts the list of skill expression groups alphabetically by name.

Leaderboard view disabled for organizations with disabled gamification

The leaderboards view is now disabled entirely for any organization that has disabled gamification. Instead of displaying an empty leaderboards view, it is now entirely deactivated.

Change forecast associated with a schedule

Planners can now actively select an alternate workforce management forecast to associate with a generated load-based schedule.

Recording bulk action API improvement for aged recording management

Administrators can now use the recording bulk action API with simple time-based queries to delete, export, and archive recordings older than five years.

Deprecation postponement: Legacy alerting system

On June 14, 2023 Genesys announced that it would postpone the legacy alerting system removal date to April 1, 2024. Genesys has further postponed this date to April 29, 2024. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. Genesys recommends that affected customers create a backup of their latest bots in production.