Genesys Cloud Archive - May 2020

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

Contact center

Introducing coaching with quality management
Add an agent’s workforce management schedule to an external calendar

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

Contact center

New columns in agent views
New filters in agent views
Fax enhancements

Deprecations

TLS 1.1 protocol deprecation

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

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.