Genesys Cloud Archive - December 2018

List of the Genesys Cloud release notes published in December 2018.

Contact center

ACD messaging channel conversation rate decrease

Platform

Restrict Genesys Cloud embedding security enhancement

Contact center

Dynamically referenced queues in Architect
DNIS-based analytics views
Export data from DNIS performance views

Contact center

Outbound SMS on behalf of a queue
External contact search for messaging channels
Change agent’s status in Queues Activity Detail view
View export for Agents Queues Detail view

Collaborate

Mobile badge notifications

Communicate

Improved WebRTC connection times with Trickle ICE

Contact center

New transfer metrics in the Analytics API
Historical adherence in the schedule editor

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.