View table: DeprecationNotices

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Table structure:

  • MintyDocsProduct - String
  • Title - String
  • Platforms - List of String
  • Announced - Date
  • RemovalStart - Date
  • Description - Wikitext
  • Affected - Wikitext
  • HowToPrepare - Wikitext

This table has 21 rows altogether.

Page MintyDocsProduct Title Platforms Announced RemovalStart Description Affected HowToPrepare
ATC/Deprecation-API endpoint change for web gateway service Genesys Predictive Engagement Website visitor count API change April 13, 2022 July 20, 2022 On 13 April, 2022, Genesys announced that it will replace the API used to retrieve the webpage visits effective 15 June, 2022.
Important
The deprecation date is now postponed to 20 July, 2022.
Due to the change, the visitCount variable that was available in the response earlier is replaced by the sessionCount variable.
Current API ac(api.customer.get, <Callback>)
New API ac(api.customer.getData, <Callback>)
If you deployed the API to track visits in your webpage, then you are affected.

Genesys will continue to resolve any major breakage until the end-of-life date.

Between the announcement date and the API change effective date, Genesys recommends that anyone working with this API updates the command on the website tracking snippet.
ATC/Deprecation-Journey Reporting Service Genesys Predictive Engagement Journey Reporting Service June 30, 2021 August 11, 2021 Starting on August 11, 2021, users can no longer access the Journey Reporting Service endpoints. Users of these endpoints must migrate to the Analytics API endpoint:
  • POST /journey/reports/aggregates/query => POST /analytics/journeys/aggregates/query
  • POST /journey/reports/aggregates/frequent => POST /analytics/journeys/aggregates/query
If you are a Genesys Predictive Engagement customer and you are not using the Analytics API endpoint currently, this change affects you.
Important
If you are using the Analytics API endpoint already, ensure that the /journey/reports/aggregates/query and /journey/reports/aggregates/frequent endpoints are not in use.
The following changes are behind a feature toggle on the Predictive Engagement frontend to allow for testing and safe deployment:
  • There is no zero-padding; you need to implement it.
  • The JSON query and response structure is different when querying for frequent values. It is now the same as querying for a regular count, and the frequent values need parsed out from the "group" in the returned JSON response. For example, "group" : { "journeyDeviceType": "Apple"  }.

Migrate from POST /journey/reports/aggregates/query to POST /analytics/journeys/aggregates/query

The POST /journey/reports/aggregates/query endpoint queried the Analytics API and zero-padded any missing data that was returned. When migrating to the Analytics API endpoint, you need to implement this zero padding functionality.

Migrate from POST /journey/reports/aggregates/frequent to POST /analytics/journeys/aggregates/query

The POST /journey/reports/aggregates/frequent endpoint queried for a cached list of frequent values and used this list as dimensions for which to query Analytics API. With the POST /analytics/journeys/aggregates/query endpoint, you can query Analytics API directly with a groupBy of the same value used to query the frequent value endpoint. This query returns a sorted list of each dimension and its count.

Permissions

The POST /analytics/journeys/aggregates/query endpoint requires the analytics:journeyAggregate:view permission. The predictiveEngagement product has this permission already. For users who have the journey-report-view permission but not the predictiveEngagement product, add the analytics:journeyAggregate:view permission to their user account.

ATC/Deprecation-Select trait mapper traits Genesys Predictive Engagement Select mappable customer traits May 19, 2021 July 28, 2021 Genesys is ending support for the following customer traits:
  • displayName
  • gender
  • birthDate
  • companyName
  • dunsNumber
  • industry
  • numberOfEmployees
  • facebookId
  • messengerId
  • twitterId
  • telegramId

What does this mean?

Starting on July 28, 2021, the Journey JavaScript SDK will no longer collect these customer traits for use in Live Now or for segment, outcome, or action map configuration.

If you configured the Journey JavaScript SDK to gather one or more of these customer traits, this deprecation affects you. These traits will no longer appear in Live Now.

To continue using these traits in segments, outcomes, and action maps, use the AC(record) method to generate custom web events manually. For more information, see record.

ATC/Deprecation-Smart Tags Genesys Predictive Engagement Smart Tags September 12, 2019 October 16, 2019 Genesys will remove the Smart Tags feature in the Predictive Engagement platform. After the deprecation, any Smart Tags that were created for use in the Predictive Engagement platform will no longer function.

What does this mean?

Between the announcement date and end of support it will still be possible to access and edit existing Smart Tags, which will continue to work.

This end of feature has an impact if there are Smart Tags configured on your Predictive Engagement platform, and Smart Tags have been used to instrument Predictive Engagement functions. This does not impact new customers.

Going forward, we recommend that you use one of the following tag managers to deploy the Predictive Engagement tracking snippet:

  • Google Tag Manager
  • Adobe Launch
  • Adobe Dynamic Tag Manager
  • Tealium

In many cases, these tag managers provide predefined tags that allow you to easily customize the Predictive Engagement tracking snippet.

Perform an audit of the Smart Tags defined in your Genesys Predictive Engagement portal.

Work with your Genesys representative to determine how you can use predefined tags from your tag manager system instead.

As necessary, migrate your Smart Tags to be custom tags in your tag manager.

What if I need help or have questions?

Please reach out to your local Genesys representative.

ATC/Deprecation-Webhooks Genesys Predictive Engagement Webhooks February 17, 2021 May 19, 2021 On May 19, 2021, Genesys removed the “webhooks” action type. Genesys Architect is more powerful than webhooks and easier to configure. The "Architect flows" action can trigger all use cases possible through webhooks and centralize webhook processing to the one action type.

What does this mean?

Any current webhook APIs from Genesys Predictive Engagement no longer work.

If your organization created action maps that use the "webhooks" action to send a webhook from Genesys Predictive Engagement to a third-party system, this deprecation affects you. To migrate from webhook actions to Architect flow actions:
  1. Ensure that you have the appropriate Architect flow permissions in Genesys Cloud CX, including Architect > UI > View for accessing Architect.
  2. In Genesys Cloud CX Architect, create and publish your workflows.
  3. In Genesys Predictive Engagement, edit your existing action maps that use the webhooks action and change the action type to Architect flows. Then, override the default variables with visitor-specific data.
Draft:ATC/Deprecation-API endpoint change for web gateway service Genesys Predictive Engagement Website visitor count API change April 13, 2022 July 20, 2022 On 13 April, 2022, Genesys announced that it will replace the API used to retrieve the webpage visits effective 15 June, 2022.
Important
The deprecation date is now postponed to 20 July, 2022.
Due to the change, the visitCount variable that was available in the response earlier is replaced by the sessionCount variable.
Current API ac(api.customer.get, <Callback>)
New API ac(api.customer.getData, <Callback>)
If you deployed the API to track visits in your webpage, then you are affected.

Genesys will continue to resolve any major breakage until the end-of-life date.

Between the announcement date and the API change effective date, Genesys recommends that anyone working with this API updates the command on the website tracking snippet.
Draft:ATC/Deprecation-Journey Reporting Service Genesys Predictive Engagement Journey Reporting Service June 30, 2021 August 11, 2021 Starting on August 11, 2021, users can no longer access the Journey Reporting Service endpoints. Users of these endpoints must migrate to the Analytics API endpoint:
  • POST /journey/reports/aggregates/query => POST /analytics/journeys/aggregates/query
  • POST /journey/reports/aggregates/frequent => POST /analytics/journeys/aggregates/query
If you are a Genesys Predictive Engagement customer and you are not using the Analytics API endpoint currently, this change affects you.
Important
If you are using the Analytics API endpoint already, ensure that the /journey/reports/aggregates/query and /journey/reports/aggregates/frequent endpoints are not in use.
The following changes are behind a feature toggle on the Predictive Engagement frontend to allow for testing and safe deployment:
  • There is no zero-padding; you need to implement it.
  • The JSON query and response structure is different when querying for frequent values. It is now the same as querying for a regular count, and the frequent values need parsed out from the "group" in the returned JSON response. For example, "group" : { "journeyDeviceType": "Apple"  }.

Migrate from POST /journey/reports/aggregates/query to POST /analytics/journeys/aggregates/query

The POST /journey/reports/aggregates/query endpoint queried the Analytics API and zero-padded any missing data that was returned. When migrating to the Analytics API endpoint, you need to implement this zero padding functionality.

Migrate from POST /journey/reports/aggregates/frequent to POST /analytics/journeys/aggregates/query

The POST /journey/reports/aggregates/frequent endpoint queried for a cached list of frequent values and used this list as dimensions for which to query Analytics API. With the POST /analytics/journeys/aggregates/query endpoint, you can query Analytics API directly with a groupBy of the same value used to query the frequent value endpoint. This query returns a sorted list of each dimension and its count.

Permissions

The POST /analytics/journeys/aggregates/query endpoint requires the analytics:journeyAggregate:view permission. The predictiveEngagement product has this permission already. For users who have the journey-report-view permission but not the predictiveEngagement product, add the analytics:journeyAggregate:view permission to their user account.

Draft:ATC/Deprecation-Select trait mapper traits Genesys Predictive Engagement Select mappable customer traits May 19, 2021 July 28, 2021 Genesys is ending support for the following customer traits:
  • displayName
  • gender
  • birthDate
  • companyName
  • dunsNumber
  • industry
  • numberOfEmployees
  • facebookId
  • messengerId
  • twitterId
  • telegramId

What does this mean?

Starting on July 28, 2021, the Journey JavaScript SDK will no longer collect these customer traits for use in Live Now or for segment, outcome, or action map configuration.

If you configured the Journey JavaScript SDK to gather one or more of these customer traits, this deprecation affects you. These traits will no longer appear in Live Now.

To continue using these traits in segments, outcomes, and action maps, use the AC(record) method to generate custom web events manually. For more information, see record.

Draft:ATC/Deprecation-Smart Tags Genesys Predictive Engagement Smart Tags September 12, 2019 October 16, 2019 Genesys will remove the Smart Tags feature in the Predictive Engagement platform. After the deprecation, any Smart Tags that were created for use in the Predictive Engagement platform will no longer function.

What does this mean?

Between the announcement date and end of support it will still be possible to access and edit existing Smart Tags, which will continue to work.

This end of feature has an impact if there are Smart Tags configured on your Predictive Engagement platform, and Smart Tags have been used to instrument Predictive Engagement functions. This does not impact new customers.

Going forward, we recommend that you use one of the following tag managers to deploy the Predictive Engagement tracking snippet:

  • Google Tag Manager
  • Adobe Launch
  • Adobe Dynamic Tag Manager
  • Tealium

In many cases, these tag managers provide predefined tags that allow you to easily customize the Predictive Engagement tracking snippet.

Perform an audit of the Smart Tags defined in your Genesys Predictive Engagement portal.

Work with your Genesys representative to determine how you can use predefined tags from your tag manager system instead.

As necessary, migrate your Smart Tags to be custom tags in your tag manager.

Draft:ATC/Deprecation-Webhooks Genesys Predictive Engagement Webhooks February 17, 2021 May 19, 2021 On May 19, 2021, Genesys removed the “webhooks” action type. Genesys Architect is more powerful than webhooks and easier to configure. The "Architect flows" action can trigger all use cases possible through webhooks and centralize webhook processing to the one action type.

What does this mean?

Any current webhook APIs from Genesys Predictive Engagement no longer work.

If your organization created action maps that use the "webhooks" action to send a webhook from Genesys Predictive Engagement to a third-party system, this deprecation affects you. To migrate from webhook actions to Architect flow actions:
  1. Ensure that you have the appropriate Architect flow permissions in Genesys Cloud CX, including Architect > UI > View for accessing Architect.
  2. In Genesys Cloud CX Architect, create and publish your workflows.
  3. In Genesys Predictive Engagement, edit your existing action maps that use the webhooks action and change the action type to Architect flows. Then, override the default variables with visitor-specific data.
Draft:PEC-AS/Deprecation-Voice Forward Agent Setup Voice Forward April 3, 2020 April 3, 2020 Test TEst Test
Draft:PEC-Chat/Deprecation-Cloud Contact Center Chat Chat Cloud Contact Center Chat July 1, 2021 December 31, 2021 On December 31st, 2021, the legacy Cloud Contact Center Chat solution within Genesys Multicloud CX was deprecated.

Genesys introduced Advanced Chat in 2019. It is now the default chat solution for Genesys Multicloud CX, with richer features, functionality, scalability and stability.  As such, Genesys deprecated the legacy Cloud Contact Center Chat service based on Chat Server and Genesys Mobile Services (GMS) in Genesys Multicloud CX. Customers must upgrade to Advanced Chat before December 31st, 2021, to avoid any interruption to their web chat and mobile chat services.

Genesys re-architected our Chat platform for scale, simplicity and speed of innovation. Genesys Advanced Chat includes access to better features and functionality. Chat conversations are now asynchronous by default, and the same conversation model is applicable across Chat, SMS, Social and Messaging channels for ease of use by contact center agents. We are now using the newer Genesys Web Services (GWS) and Genesys Engagement Services (GES) instead of the older Genesys Mobile Services (GMS).

By upgrading to Advanced Chat, Genesys Multicloud CX customers benefit from the latest features and innovations, including the following:

  • Asynchronous, long-lived chat conversations
  • API to enable chat within the customer's mobile application
  • API to enable customized chat widget for web/mobile web channel
  • Rich media (currently emojis and images, with more capabilities planned)
  • Agent-initiated outbound chat messages
  • Chatbots*
  • Predictive Engagement*
  • Access to chat surveys in Designer
  • Improved stability and resilience
  • Faster access to new capabilities

?'"`UNIQ--nowiki-00000002-QINU`"'? additional license required.

This deprecation affects you if you use web or mobile chat services based on Genesys Chat Server and Genesys Mobile Services (GMS).  If your Service Order with Genesys lists "Cloud Contact Center Chat", you will need to update that line item with "Advanced Chat" upon your next contract renewal. Contact your Customer Success Manager to discuss the plan for your upgrade.  Genesys will provision Advanced Chat to your Engage Cloud deployment, enable Designer for “Advanced Chat mode”, and provide you with the new Chat API URL and API key.  You will need to publish a new Designer application and update Genesys Widgets on your website to use the new chat endpoint.  We recommend using a hidden page for testing purposes. Once you are satisfied everything is working as expected and you’ve notified your agents of the changes they’ll see in Workspace, you would then update your Widgets across your website, and publish the new Designer application to start using Advanced Chat.  Genesys will then remove legacy Contact Center Chat from your tenant.
Draft:PEC-COB/Deprecation-Genesys Co-browse Co-Browse Genesys Co-browse January 19, 2022 January 31, 2024 As of January 19, 2022, Genesys announces the End of Life for Genesys Co-browse. After January 19, 2022, customers on active maintenance contracts who currently use Genesys Co-browse may continue to use it until January 31, 2024. Genesys Co-browse will not be available in AWS cloud. Customer Care will provide limited support for Genesys Co-browse but will no longer be able to provide any software patches, security updates, or product fixes after the End of Maintenance date (July 19, 2023). To maintain Co-browse functionality, Genesys advises the customers to move to the replacement options listed in this document. This deprecation affects you if you use Genesys Co-browse. Genesys recommends customers using Genesys Co-browse to upgrade to Glance or Cobrowse.io partner offers before Genesys ends support on January 31, 2024.

Both Glance and Cobrowse.io offer a rich feature set, wider than the legacy Genesys Co-browse on several aspects. For example, both support co-browsing on mobile applications as well as screen sharing, PDF sharing, and on-screen annotations functions. Please refer to the related documentation for further description. These offers are available via two different channels:

Via the Genesys AppFoundry:

  • Glance: A cloud-based solution, available for cloud and on-premises deployments
  • Cobrowse.io: Available for cloud, private cloud, and on-premises deployments

Via Genesys Professional Services:

  • Cobrowse.IO PS Expert Application: The Cobrowse.io technology offered and sold by Genesys Professional Services. Write to PS_ExpertApps_Sales@genesys.com for more details.


Draft:PEC-PA/Deprecation-Agent Dashboard Platform Administration Agents Dashboard August 27, 2020 February 25, 2021 As of February 25, 2021, Agents Dashboard of Platform Administration (GAX) will be deprecated in Genesys Multicloud CX. The features of Agent Dashboard are available in Agent Setup platform administration portal. This deprecation affects you if you use Platform Administration (GAX) in Genesys Multicloud CX. Genesys recommends that all customers begin to use Manage agents in Agent Setup as soon as possible, instead of using Agents Dashboard in GAX. Begin using Agent Setup for all your platform administration needs. Customers are urged to ensure that they have access to Agent Setup before the deprecation date. Genesys recommends that customers plan this transition ahead of time, to avoid any last-minute issues.
Draft:PEC-REP/Deprecation-Genesys Interactive Insights Reporting Genesys Interactive Insights April 30, 2020 November 20, 2020 As of November 20, 2020, Genesys Interactive Insights (GI2) is deprecated in Genesys Multicloud CX (formerly known as PureEngage Cloud [PEC]). A new historical reporting product, Genesys Customer Experience Insights (Genesys CX Insights or GCXI), replaces GI2.

GCXI provides modern Business Intelligence (BI) reporting functionality, and includes similar reports to those provided with GI2, plus the following features and benefits:

  • New reports for Chat, Designer IVR, Email, and iWD reporting.
  • An extensive set of ready-made objects (attributes and metrics).
  • Visual dashboards.
  • 30+ Visualizations that you can use to create dashboards.
  • Plus, the ability to:
    • Easily personalize and customize reports and dashboards.
    • Control the content of reports and dashboards using prompts and filters.
    • Drill up and drill down.
    • Sort, add, and remove columns from the report templates.
    • Add subtotals/grand totals.
    • Customize report thresholds and colors based on conditions.
    • Add report auto styles.
    • Create dashboards on the fly using out-of-box report templates.
    • Create your own reports and dashboards using out-of-box attributes and metrics.
    • Schedule reports to run on a regular basis and be delivered to email, or to a History list.
    • Export to Excel, CSV, plain text, or PDF formats.

For more information about GCXI, see Get started with Genesys CX Insights.

This deprecation affects you if you use GI2. Genesys has already deployed GCXI in Genesys Multicloud CX, and recommends that all customers begin to use it as soon as possible, instead of GI2. Begin using GCXI reports and dashboards for all your historical reporting needs. GCXI includes similar reports to those provided with GI2. Re-create any custom reports built in GI2, or contact Genesys Professional Services to assist you.

Customers are urged to ensure they have all key custom reports available in GCXI before the GI2 deprecation date. Genesys recommends customers plan this transition ahead of time, to avoid any last-minute issues.

Draft:PEC-WFM/Deprecation-Agent (Classic) UI Workforce Management Agent (Classic) UI August 8, 2019 January 8, 2020 On January 8, 2020, the WFM Web for Agents (Classic) UI has been deprecated and will be unavailable in future releases. Changing the configuration to display the current Agent UI instead of the (Classic) Agent UI is recommended. Contact your Professional Services Representative for assistance. This deprecation affects you if you use the Agents (Classic) UI in WFM Web for Agents. Change the configuration to display the current Agent UI instead of the (Classic) Agent UI.
Draft:PEC-WFM/Deprecation-AI Forecasting Workforce Management AI Forecasting October 8, 2021 April 8, 2022 As of April 8, 2022, the AI-powered Forecasting feature is deprecated in Genesys Multicloud CX and Genesys Engage on-premises deployments.

The market demand for this feature did not meet expectations, and support for this feature did not fit into future product architecture and design.

If you use AI-powered Forecasting, this feature is no longer available in the latest WFM Web Forecasting UI after the deprecation date.

Some WFM options used to enable this functionality are now disabled.

Switch to using the native forecasting methods (EAE, UME, template-based, copy historical data, or use value).
PEC-Chat/Deprecation-Cloud Contact Center Chat Chat Cloud Contact Center Chat July 1, 2021 December 31, 2021 On December 31st, 2021, the legacy Cloud Contact Center Chat solution within Genesys Multicloud CX was deprecated.

Genesys introduced Advanced Chat in 2019. It is now the default chat solution for Genesys Multicloud CX, with richer features, functionality, scalability and stability.  As such, Genesys deprecated the legacy Cloud Contact Center Chat service based on Chat Server and Genesys Mobile Services (GMS) in Genesys Multicloud CX. Customers must upgrade to Advanced Chat before December 31st, 2021, to avoid any interruption to their web chat and mobile chat services.

Genesys re-architected our Chat platform for scale, simplicity and speed of innovation. Genesys Advanced Chat includes access to better features and functionality. Chat conversations are now asynchronous by default, and the same conversation model is applicable across Chat, SMS, Social and Messaging channels for ease of use by contact center agents. We are now using the newer Genesys Web Services (GWS) and Genesys Engagement Services (GES) instead of the older Genesys Mobile Services (GMS).

By upgrading to Advanced Chat, Genesys Multicloud CX customers benefit from the latest features and innovations, including the following:

  • Asynchronous, long-lived chat conversations
  • API to enable chat within the customer's mobile application
  • API to enable customized chat widget for web/mobile web channel
  • Rich media (currently emojis and images, with more capabilities planned)
  • Agent-initiated outbound chat messages
  • Chatbots*
  • Predictive Engagement*
  • Access to chat surveys in Designer
  • Improved stability and resilience
  • Faster access to new capabilities

?'"`UNIQ--nowiki-00000003-QINU`"'? additional license required.

This deprecation affects you if you use web or mobile chat services based on Genesys Chat Server and Genesys Mobile Services (GMS).  If your Service Order with Genesys lists "Cloud Contact Center Chat", you will need to update that line item with "Advanced Chat" upon your next contract renewal. Contact your Customer Success Manager to discuss the plan for your upgrade.  Genesys will provision Advanced Chat to your Engage Cloud deployment, enable Designer for “Advanced Chat mode”, and provide you with the new Chat API URL and API key.  You will need to publish a new Designer application and update Genesys Widgets on your website to use the new chat endpoint.  We recommend using a hidden page for testing purposes. Once you are satisfied everything is working as expected and you’ve notified your agents of the changes they’ll see in Workspace, you would then update your Widgets across your website, and publish the new Designer application to start using Advanced Chat.  Genesys will then remove legacy Contact Center Chat from your tenant.
PEC-COB/Deprecation-Genesys Co-browse Co-Browse Genesys Co-browse January 19, 2022 January 31, 2024 As of January 19, 2022, Genesys announces the End of Life for Genesys Co-browse. After January 19, 2022, customers on active maintenance contracts who currently use Genesys Co-browse may continue to use it until January 31, 2024. Genesys Co-browse will not be available in AWS cloud. Customer Care will provide limited support for Genesys Co-browse but will no longer be able to provide any software patches, security updates, or product fixes after the End of Maintenance date (July 19, 2023). To maintain Co-browse functionality, Genesys advises the customers to move to the replacement options listed in this document. This deprecation affects you if you use Genesys Co-browse. Genesys recommends customers using Genesys Co-browse to upgrade to Glance or Cobrowse.io partner offers before Genesys ends support on January 31, 2024.

Both Glance and Cobrowse.io offer a rich feature set, wider than the legacy Genesys Co-browse on several aspects. For example, both support co-browsing on mobile applications as well as screen sharing, PDF sharing, and on-screen annotations functions. Please refer to the related documentation for further description. These offers are available via two different channels:

Via the Genesys AppFoundry:

  • Glance: A cloud-based solution, available for cloud and on-premises deployments
  • Cobrowse.io: Available for cloud, private cloud, and on-premises deployments

Via Genesys Professional Services:

  • Cobrowse.IO PS Expert Application: The Cobrowse.io technology offered and sold by Genesys Professional Services. Write to PS_ExpertApps_Sales@genesys.com for more details.


PEC-REP/Deprecation-Genesys Interactive Insights Reporting Genesys Interactive Insights April 30, 2020 November 20, 2020 As of November 20, 2020, Genesys Interactive Insights (GI2) is deprecated in Genesys Multicloud CX (formerly known as PureEngage Cloud [PEC]). A new historical reporting product, Genesys Customer Experience Insights (Genesys CX Insights or GCXI), replaces GI2.

GCXI provides modern Business Intelligence (BI) reporting functionality, and includes similar reports to those provided with GI2, plus the following features and benefits:

  • New reports for Chat, Designer IVR, Email, and iWD reporting.
  • An extensive set of ready-made objects (attributes and metrics).
  • Visual dashboards.
  • 30+ Visualizations that you can use to create dashboards.
  • Plus, the ability to:
    • Easily personalize and customize reports and dashboards.
    • Control the content of reports and dashboards using prompts and filters.
    • Drill up and drill down.
    • Sort, add, and remove columns from the report templates.
    • Add subtotals/grand totals.
    • Customize report thresholds and colors based on conditions.
    • Add report auto styles.
    • Create dashboards on the fly using out-of-box report templates.
    • Create your own reports and dashboards using out-of-box attributes and metrics.
    • Schedule reports to run on a regular basis and be delivered to email, or to a History list.
    • Export to Excel, CSV, plain text, or PDF formats.

For more information about GCXI, see Get started with Genesys CX Insights.

This deprecation affects you if you use GI2. Genesys has already deployed GCXI in Genesys Multicloud CX, and recommends that all customers begin to use it as soon as possible, instead of GI2. Begin using GCXI reports and dashboards for all your historical reporting needs. GCXI includes similar reports to those provided with GI2. Re-create any custom reports built in GI2, or contact Genesys Professional Services to assist you.

Customers are urged to ensure they have all key custom reports available in GCXI before the GI2 deprecation date. Genesys recommends customers plan this transition ahead of time, to avoid any last-minute issues.

PEC-WFM/Deprecation-AI Forecasting Workforce Management AI Forecasting October 8, 2021 April 8, 2022 As of April 8, 2022, the AI-powered Forecasting feature is deprecated in Genesys Multicloud CX and Genesys Engage on-premises deployments.

The market demand for this feature did not meet expectations, and support for this feature did not fit into future product architecture and design.

If you use AI-powered Forecasting, this feature is no longer available in the latest WFM Web Forecasting UI after the deprecation date.

Some WFM options used to enable this functionality are now disabled.

Switch to using the native forecasting methods (EAE, UME, template-based, copy historical data, or use value).