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December 2018
Contact center
- ACD messaging channel conversation rate decrease
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Platform
- Restrict Genesys Cloud embedding security enhancement
Contact center
- Dynamically referenced queues in Architect
- DNIS-based analytics views
- Export data from DNIS performance views
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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
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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
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