June 17, 2024

Queue-specific screen-pop search: The Screen pop feature is now queue-specific. Based on the queue chosen, the settings are configurable, for example screen-pop trigger.
Extended the ability to store Voice Transcripts in Dynamics; Genesys Cloud credentials are required to display Voice Transcripts and configuring queue-based screen pop settings. The credentials can be managed within the Configuration tab.
Allow custom session templates to be triggered when an interaction is offered.
Genesys Cloud Agent Assist is confirmed in a limited capacity. For example, summarization currently requires a manual copy/paste to be added into wrap-up notes.
Added ability for an Agent to have ISync minimized by default.
Resolved an issue in CIFv2 applications where the ANI number was not getting associated to the Phone Number field in CRM.
New configuration options are available within the Softphone Settings tab:
- A new configurable option Agent configurable option is available for the Minimize Softphone by Default setting. The option empowers agents to minimize the softphone. The option will be available within the release information icon on the softphone.
- Click to Dial from closed Activities - Allows the administrators to initiate the interaction from closed activities. By default, the setting is enabled.

Session ID Creation Issue: Currently, Session IDs are not generated for the records opened from search results, causing functionality limitations. We are working with Microsoft on a potential resolution.