December 3, 2025

• New setting: Associations > Auto Associate All Entities Linked in Dynamics

  A new setting Auto Associate All Entities Linked in Dynamics has been added to the configuration page. This controls the automatic linking of related records. When enabled, all related entities (such as Cases, Opportunities, etc.) associated with a Contact or Account are automatically added to the Related field in the sidebar during interactions.

• New button Create Conference is now added to the InteractionSync toolbar; consult transfers can now be upgraded to ACD conference call via the added button.

• New setting: Tab Views > Evaluation Tab

  A new setting Evaluation Tab has been added to the configuration page. This tab allows agents to access and review the performance evaluations assigned by the supervisor in the tab view.

• Extended support to Firefox browser.

• Queue Time and IVR Time in the interaction details pane is now displayed in HH:MM format.

• Added Customer Sentiment and Agent Empathy Score options to the Phone Call and Callback activity forms. These fields automatically populate after call deallocation and display the interaction’s sentiment and empathy analysis.

• Added support to translate all sidebar file contents into Dutch. The translation applies automatically when an agent or admin changes the CRM instance language.

• Activity record in CIFv2 will now be updated before initiating a transfer of workspace to avoid data discrepancies.

• Embedded interaction window will now close automatically once the voice interaction is disconnected.

• Previous versions of Web Chat that have been deprecated by Genesys have also now been deprecated and removed from the current release.

• Fixed a web messaging interaction issue where the agent could download the received image, but the timeline shows Undefined.

• Various bug fixes and minor improvements.