Genesys Cloud Archive - January 2020

List of the Genesys Cloud release notes published in January 2020.

Contact center

Predictive Engagement predictive engagement event pricing
Genesys Cloud views usability enhancements
Group voicemail flow outcome statistics in Flows Performance Summary view
Bulk activate multiple agents for a queue in Queues Agents Detail view
Export view data time value improvement

Contact center

Blind transfer for voice interactions enhancement

Integrations

Google Dialogflow voice integration for inbound call, in-queue, and outbound flows

Contact center

Predictive Engagement tracking in Single Page Applications
Wallboard accounts to view Performance dashboards
Genesys Cloud Voice support for outbound dialing modes in EMEA

Contact center

Answering machine beep detection improvements for call analysis

Deprecations

Classic Queues views deprecation removal

Platform

Access audit events in Audits API
Changed default alternate time dimension for evaluation aggregate queries

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.