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May 2020
Contact center
- Introducing coaching with quality management
- Add an agent’s workforce management schedule to an external calendar
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Contact center
- Introducing outbound SMS campaigns
Platform
- Limit organization access to users with specified IP addresses
- Usage APIs for premium applications
Deprecations
- Long polling for Genesys Cloud clients and network configurations deprecation update
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Contact center
- New columns in agent views
- New filters in agent views
- Fax enhancements
Deprecations
- TLS 1.1 protocol deprecation
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Contact center
- Introducing improved workforce management features for all regions
- New inbound media columns and filters in Performance views
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
- Screen recording, evaluations, and surveys permissions change
Platform
- Genesys Cloud training moves to Genesys Beyond
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