January 2020

January 29, 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
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January 22, 2020

Contact center

  • Blind transfer for voice interactions enhancement


  • Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
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January 15, 2020

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
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January 8, 2020

Contact center

  • Answering machine beep detection improvements for call analysis


  • Classic Queues views deprecation removal
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January 1, 2020


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