Exploring the Latest Updates and Features in Genesys Cloud CX
April 2025
Stay ahead with the latest Genesys Cloud updates, designed to transform your contact centre’s efficiency, compliance, and customer experience. Here’s what’s new and why it matters for your business.
Account management
Division assignment for external contacts and external organisations
Administrators and contact centre managers can now control access to external contacts and external organisations by assigning them to divisions. This update helps organisations with strict data segmentation requirements manage contact visibility more effectively. Previously, all users with the necessary permissions could access and interact with external contacts, regardless of their division. Now, businesses that must isolate contact data can ensure that users only see and interact with the contacts relevant to their division. This feature is beneficial for companies that serve multiple customers or business units. For example, a contact centre supporting competing airlines can now prevent agents that handle interactions for one airline from accessing another airline’s customer information. The ability to exercise more granular control helps organisations maintain privacy, meet compliance requirements, and improve operational efficiency.
Licensing: All licenses include this feature.
Further Information: Divisions for external contacts quick start guide, Divisions overview, and Identity Resolution by divisions.
Customer engagement
Next Contact Avoidance (NCA) in predictive routing
Administrators can now track and optimise contact centre efficiency via the next contact avoidance (NCA) key performance indicator (KPI) in predictive routing. The NCA metric measures the percentage of customer interactions that do not result in a repeat contact within seven days. This feature helps administrators and supervisors assess whether issues are being resolved on the first contact. Previously, predictive routing focused on optimisation with factors such as handle time and sentiment scores. With NCA, administrators now have an additional way to measure and improve resolution rates, helping to ensure a more efficient and customer-friendly contact centre experience.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Next contact avoidance, View predictive routing comparison test results, and Predictive routing queue detail view.
External source for open messaging identity resolution in the UI
Administrators can now select the external source for an open messaging integration directly from the Identity Resolution menu in the Admin UI. This feature helps improve how Genesys Cloud matches inbound open messaging interactions to contact profiles. When a message arrives, the system can automatically match it to an existing contact using the external ID or create a new identified contact if one doesn’t exist. This feature supports a complete view of customer interactions across time and touchpoints. By streamlining configuration through the UI, this release supports broader efforts to extend identity resolution and journey tracking across all communication channels.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Configure Identity Resolution from the Admin UI, Set an External Source for Identity Resolution for Open Messaging channel, and Identity Resolution by divisions.
Detailed counts of digital messaging activity
Administrators can now view the distinct count of inbound and outbound SMS and social messages, as well as the number of SMS/MMS segments. Also, the system now displays the count of outbound agent-less emails. This new visibility helps administrators better understand messaging volume across digital channels and supports more accurate cost forecasting and operational planning.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Interactions view, Queues Interactions Detail view, and Agents Interactions Detail view.
Improved keyword precision for SMS
Genesys Cloud can now only recognise single-word OptOut messages for US text messaging services; for example, STOP, QUIT, CANCEL, END, UNSUBSCRIBE, and newly supported REVOKE and OPTOUT, as valid requests to revoke consent for receiving text messages. When a customer replies with one of these individual words, the system adds their mobile number to a suppression list and sends an acknowledgment confirming their OptOut status. This change helps reduce mistaken OptOuts by requiring a clear, single-word response, improving text message delivery accuracy and maintaining a better customer experience.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: SMS opt-out keywords.
Microsoft Graph for email integration
Administrators can now add a custom integration that allows Genesys Cloud to connect directly to Microsoft Graph for sending and receiving email. This feature provides a new option for customers who want their email traffic to stay entirely within their own Microsoft environment, using their own server’s security and processing tools. This new integration is an alternative to using AWS SES, or custom SMTP and IMAP configurations. With Microsoft Graph support, customers can manage email using Microsoft’s APIs, while applying their own encryption, malware scans, and other pre- and post-processing to messages.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: About custom Microsoft Graph integration for inbound and outbound emails, Custom Microsoft Graph integration for inbound and outbound emails, and Configure Microsoft Azure for email integration.
Access workbin and worktype names in task management events
Administrators can now view both workbin name and worktype name in task management events. This addition helps developers create deployments to reuse across Genesys Cloud organisations, including during blue or green deployments. Previously, task management events only included object IDs such as workbin and worktype GUIDs. Now, developers can reference objects by name instead of ID to ensure their scripts work across multiple environments without the need for manual changes. This update is especially helpful for organisations that maintain separate development and production environments and want to maintain consistency without duplicating effort.
Licensing: Work Automation Add-on.
Allow participants to clear web messaging conversations
Administrators can now allow participants to clear web messaging conversations. Participants using the mobile Messenger can now clear conversations directly from their device. When a conversation is cleared, the app disconnects from the queue and any assigned agent, helping protect privacy and reduce unnecessary agent workload. This feature is especially helpful in cases where messaging occurs on shared devices, such as in retail stores or public kiosks. Clearing a conversation helps ensure that the next user does not see previous messages, and that no additional messages are routed from that session.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Mobile Messenger feature comparison matrix, and Configure Messenger.
Architect inbound email flow AI intent and entity detection
Administrators can now use AI intent and entity detection in Architect inbound email flows. This feature helps organizations automatically understand and respond to the purpose of incoming emails, reducing the need for manual routing and keyword-based rules. With this update, AI analyses the content of an email to identify customer intent; for example, checking an order status or submitting a meter reading, and take appropriate action.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: Virtual Agent intent and utterance generation overview, Generate intents and utterances based on a description for Virtual Agent and Copilot, and Knowledge base content search overview.
Web messaging French Canada, Greek, and Hindi support
Genesys Cloud now supports French Canada (fr-CA), Greek (el), and Hindi (hi) in the Messenger window.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Genesys Cloud supported languages, and About web messaging.
Outbound dialing campaign health indicator
Administrators can use the new campaign health indicator to monitor the health of ongoing voice campaigns and take corrective actions as needed. Each campaign now displays a health status, giving administrators an at-a-glance view of performance and potential disruptions. This feature helps administrators quickly identify and understand issues that may impact campaign performance; for example, lack of available agents, insufficient outbound lines, or misconfigurations, so that they can act promptly to keep campaigns running smoothly. The new health indicators include statuses like Running Normally, Waiting for Agents, Waiting for Outbound Lines, Operational Alert, and Configuration Alert. The Campaign Diagnostics dialog box provides detailed information about the underlying conditions affecting a campaign’s health. This added visibility helps administrators make informed decisions without the reliance of support teams. Administrators can also mute specific alerts. This update introduces more data points related to campaigns, queues, and agents, making it easier to detect and resolve issues before they affect operations.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Voice campaigns view, Create a predictive dialing campaign, and Create a power dialing campaign.
Data, Analytics and Reporting
Save static interaction lists in Content Search
Administrators can now save a static list of interactions for a specific date range in the Content Search feature from the Interaction List view and Content Search view. Previously, saved lists were dynamic, updating based on the selected time period. Now, users can preserve a fixed set of results, making it easier to reference the same interactions over time. This update helps improve workflow efficiency by allowing users to filter interactions with multiple conversation IDs and then save a specific set of interactions for later review. Users can still choose dynamically refreshed lists for periods like today, this week, or last month. Also, a custom date picker is now available in the Save View Time Period settings, providing more precise control over the saved interactions’ time frame.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Content Search view, Interactions view, and Save a view’s filters and column settings.
Dedicated API endpoints for schema metadata retrieval
Administrators and developers can now access schema-related metadata (for example, core types and field limits), through dedicated, entity-specific public APIs as part of the Dynamic Schema Service (DSS) V1.5 upgrade. Previously, this information was retrieved using shared global endpoints. This update improves how schema definitions are managed by making data retrieval more scalable and structured across different services. With this release, new API endpoints are available for managing schema information related to external contacts, organisations, workitems, and open actions. These changes help ensure better integration and consistency across all relevant areas, supporting the full implementation of DSS V1.5.
Licensing: All licenses include this feature.
Normalisation of digits in French for low latency transcription
Developers who use the Notification API for voice transcription now receive normalised numbers and alphanumeric combinations in French (fr-FR and fr-CA). For example, “trente-cinq” dollars returns as $35 and “un A sept” returns as “1A7.” This update improves how information is presented in near real-time, especially for users who leverage Agent Copilot features. Normalised transcription helps make spoken content more readable and easier to interpret quickly, which supports faster decision-making during or after calls. This feature also helps services like Agent Assist and knowledge surfacing more effectively recognise entities like currency amounts, IDs, or codes as they appear in conversations.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Division support for external contacts bulk import
Administrators can now assign divisions to contacts during a .csv bulk import in External Contacts. Previously, contacts imported via .csv were assigned to the Unassigned division by default. With this update, administrators can ensure that contacts are properly categorised from the start, aligning with security requirements and organisational needs. This enhancement improves contact management by allowing organisations to segment and control access to contacts based on their internal structures. It supports organisations managing contacts across multiple divisions, helping them maintain better control over their contact repository while streamlining data management. Additionally, External Organizations now support External IDs for duplicate detection, matching, and linking to external sources. Identified contacts matched during import are automatically promoted to curated contacts. Enrich APIs for bulk enrichment and merging of External Contacts and External Organizations are also now publicly available as part of this release.
Licensing: All licenses include this feature.
Further Information: Perform a bulk import of external contacts and organisations, Prepare a source CSV file, and How do I assign division for existing external contacts?.
Agent Activity performance dashboard widget filter and sort agents based on conversation activity
Supervisors can now filter and sort agents in real time based on their active conversation segments using the Agent Activity performance dashboard widget. This feature helps supervisors quickly identify agents engaged in specific types of interactions, such as calls on hold, wrap-up tasks, or active conversations. Supervisors can filter agents by division, reporting manager, assigned queue, skills, segment types, and requested languages. They can also sort agents based on segment duration, from shortest to longest or the opposite way. These options provide greater visibility into agent activity, making it easier to monitor workloads and provide targeted support when needed.
Licensing: All licenses include this feature.
Further Information: Add and edit Performance Dashboards.
Bulk Export API to export external contacts and related data
Administrators can now use the Bulk Export API to extract customer profile data, including external contacts, and organisations in CSV format. This process makes it easier to manage and maintain external contact records across environments. Organisations can use the exported data for bulk updates, deletions, and merges before they import it back into Genesys Cloud via the bulk import feature. This feature helps improve the accuracy and consistency of contact data during re-entry and supports such broader data needs as importing customer profile data into internal data warehouses, using the data for training and validation, or for preparing data for cleanup or migration.
Licensing: All licenses include this feature.
Further Information: Genesys Cloud Developer Centre: Export.
Improved voice offered metrics for customer first callbacks
Genesys Cloud no longer counts metrics for second ACD (Automatic Call Distribution) voice pair for customer first callbacks, improving how reconnects are measured in queue metrics. Previously, when the system reconnected a customer using ACD, the reconnect was counted as a new voice offer to the queue. With this release, the reconnect is no longer counted as a new offer. This change helps ensure that offered metrics more accurately reflect agent workload. In addition, callback-related metrics like handle time and talk time are now only attributed to the voice portion of the interaction, after the customer reconnects and is routed to an agent. Agents still receive credit for voice metrics as expected, but callback-specific metrics are no longer attributed to them because the system now handles the callback portion of the conversation. These changes help improve the accuracy of queue performance data and provide clearer insight into agent activity and demand.
Licensing: All licenses include this feature.
Further Information: Customer first callbacks overview.
Employee Productivity
Multi contextual panels
Call centre admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
Licensing: All licenses include this feature.
Further Information: Navigate the interactions panel, How can I allow agents to enable multi contextual panels?, and As an agent, how can I opt in to multi contextual panels?.
Agent Copilot configuration improvements
Genesys improved Agent Copilot configuration to give administrators more control over how Copilot delivers knowledge and automation to agents. The new features include:
- Knowledge filters: Admins can now filter knowledge articles shown to agents based on categories and labels, helping ensure agents see the most relevant information.
- Knowledge confidence threshold: A configurable confidence threshold now indicates how likely an article is to answer a user’s query, providing more control over knowledge retrieval.
- Summaries and AI predictions: Admins can enable or disable AI-powered summaries and AI-predicted wrap-up codes based on their needs.
- NLU rules engine settings: Admins can specify which conversation participant (agent, customer, or both) triggers the NLU rules engine.
- Knowledge article links: Agents can now access links to knowledge articles directly within Copilot.
These features improve the user experience and make the configuration process more intuitive. Additional updates include clearer organisation of advanced settings, after-call work options, and queue assignments. Admins also receive setup status indicators and prompts to guide them through rule configuration.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Create a new Genesys Agent Copilot.
Improved agent email address handling
Agents can now edit email addresses directly when they compose messages. Genesys Cloud checks email addresses for correct format and highlights invalid ones in red and also recognises when the maximum allowed length is reached and provides an error message to help agents correct the address before sending. This update helps agents work more efficiently by reducing the risk of sending messages to incorrect or incomplete addresses. With this release, agents benefit from:
- Real-time validation of email address format
- Clear visual feedback for invalid addresses
- Error messaging when maximum character limits are exceeded
- The ability to edit email addresses easily
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Reply to or forward an email message interaction.
Expanded Agent Assist dashboard with enhanced insights
Administrators can now access an expanded Agent Assist dashboard with a new design and more fields to track both Agent Assist and Agent Copilot usage. These enhancements help organisations better understand how these tools support agents and impact key performance metrics, such as average handle time (AHT) and after-call work (ACW). With this feature, administrators gain improved visibility into knowledge retrieval, post-call automation, and other AI-driven capabilities.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Genesys Agent Copilot performance dashboard, About Genesys Agent Copilot, and About Genesys Agent Assist performance dashboard.
Agent Copilot assigned at the queue member level
Administrators can now assign Agent Copilot at the individual user level within a queue. This update helps improve flexibility and control by allowing administrators to decide exactly which agents receive support from Agent Copilot on a queue, rather than enabling it broadly across an entire queue.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Create a new Genesys Agent Copilot, and Billing scenarios for Genesys Agent Copilot.
Open Platform
Phone book support in the Omni-Channel widget for CX Cloud
Administrators can now enable Salesforce phone book support in the Omni-Channel widget for CX Cloud. Agents who use this widget can now directly call agents, queues, extensions, and external contacts via the phone book feature and quickly connect with colleagues or external numbers without requiring a Direct Inward Dialing (DID) number. With this update, agents can search by name, phone number, queue, or extension within the widget and select from a list of relevant results, improving efficiency in internal and external communication.
Licensing: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Call controls in Omni-Channel.
Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
Administrators can now purchase Genesys Cloud Voice (GCV) phone numbers in Latvia, Lithuania, and Slovakia for organisations with local addresses in these countries. This feature helps businesses establish a local presence and connect more effectively with regional customers and partners. By adding support for local phone numbers in these countries, Genesys Cloud Voice expands its global reach and enhances service availability for organisations. Customers can request these numbers through Genesys Cloud support.
Licensing: All licenses include this feature.
Further Information: Genesys Cloud Voice pricing, and Genesys Cloud Voice global coverage requirements and restrictions.
Configurable timeout for data actions
Administrators can now configure the execution timeout setting for data actions. The timeout can be set between 1 and 60 seconds, with a default of 60 seconds. When an HTTP request runs longer than the configured time, the data action returns a timeout response. This feature helps improve control over data action timeouts, prevents long-running processes, and reduces unnecessary concurrency usage.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Work Automation Add-on.
Further Information: Add configuration to custom actions for integrations, and How many seconds before a data action times out?.
Self service and automation
Advanced knowledge handling in bot flows
Administrators can now configure bot flows to handle knowledge article responses manually before the articles appear to users. This update gives advanced bot builders access to the top article results, including confidence scores and article IDs, through a new flow variable. A new setting in the Ask for Intent block lets administrators choose where to store the new variable for further processing in the flow.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Control knowledge behaviour in your voice or digital bot flow, Add knowledge to your bot flow, and Ask for intent action.
Workplace engagement
Updated Genesys Cloud built-in learning modules
Genesys Cloud now includes updated built-in learning modules for agents and supervisors, provided by Genesys Beyond. With this update, Genesys Cloud can more efficiently deliver refreshed content and better align training materials with the latest guidance from Beyond. These modules, provided by Genesys Beyond, use SCORM support in Genesys Cloud, which ensures that training is current, and supports closer integration between Genesys Cloud learning features and Beyond content.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Improved workforce management deferred workload prediction algorithm
Genesys improved the accuracy of short-term, deferred workload predictions in the workforce management deferred work algorithm. The deferred work prediction algorithm in workforce management more accurately reflects when deferred work is performed and improves the prediction of short-term workload by better factoring in the actual timing of completed tasks. These improvements help workforce management administrators and schedulers plan with greater confidence and precision, reduce potential inefficiencies, and align workload estimates more closely with real-world conditions.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: About workforce management.
Deprecations
Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices
On September 29th, 2025, Genesys will remove all support and availability for TTS voices powered by Google and Microsoft Azure in Genesys Enhanced Text-to-Speech (TTS) integrations. Genesys recommends that customers either migrate to the BYOT TTS model, and continue using the same TTS voices, or switch to a TTS voice provided by Amazon Polly.
Licensing: All licenses include this feature.
Further Information: Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices.
Deprecation: Windows 10 OS support for the desktop app
On October 14, 2025, Microsoft will no longer provide free software updates from Windows Update, technical assistance, or security fixes for Windows 10. Current updates continue to work normally. However, Genesys recommends working with Windows 11. Windows 11 is designed to meet current demands for heightened security.
Further Information: Deprecation: Windows 10 OS support for the desktop apps.
Deprecation: Genesys Enhanced TTS – Google European Voices
Genesys no longer supports certain Google European voices in Genesys Enhanced Text-to-Speech (TTS) integrations. Google is deprecating these European text-to-speech (TTS) voices. Genesys Cloud recommends that customers who use these TTS voices switch to alternative TTS voices in their Architect flows.
Licensing: All licenses include this feature.
Further Information: Deprecation: Genesys Enhanced TTS – Google European Voices.
Deprecation: Presence update requires new permission
On June 23, 2025, Genesys Cloud will require the presence:userPresence:edit permission to update another user’s presence. This change affects any use of the PATCH /api/v2/users/{userId}/presences/{sourceId} API. To ensure continued functionality, administrators must grant this permission to any roles or users that need to update another user’s presence via the API.
Licensing: All licenses include this feature.
Further Information: Deprecation: Permission enforcement change to update another user’s presence with the PATCH API.
Deprecation: Mobile Messenger SDK localisation files storage
On June 30, 2025, Genesys will end support for the Mobile Messenger SDK localisation files S3 storage. Genesys recommends that customers who use localisation functionality upgrade to 1.13 or higher SDK versions.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Deprecation: Mobile messenger localisation file storage S3 bucket.
Deprecation: Workforce management historical data delete job API endpoints
Genesys deprecated the following workforce management historical data import delete job API endpoints:
- POST /api/v2/workforcemanagement/historicaldata/deletejob
- GET /api/v2/workforcemanagement/historicaldata/deletejob
Genesys replaced these endpoints with updated versions that support bulk operations and improved job management:
- POST /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs
- GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs/{jobId}
- GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs
Genesys recommends that developers update their integrations to use the new endpoints to ensure continued functionality.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Deprecation: Workforce Management Historical Data Import delete old job API endpoints and replace with new API endpoints.
