Genesys Cloud Archive - July 2020

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

Communicate

Port DID number management enhancement for Genesys Cloud Voice

Contact center

View agent workforce management schedules on Android devices
Google Dialogflow integration in Architect chat and messaging flows
Digital flow support for Flow Performance views
New filters for Flow Performance views
Performance Dashboards enhancement

Deprecations

TLS 1.1 protocol deprecation removal

Contact center

Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
Genesys Dialog Engine pricing
Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
Last-used queue for outbound interactions

Communicate

DID and toll-free number management enhancements

Contact center

External Calling dialing mode for outbound campaigns
Reset Performance views to default settings
Filter by multiple items in Performance views
Filter by skills and languages in Skills Performance view
Launch workflows from the Architect API
Contact verification and interaction history enhancements for all regions

Contact center

ACD email message threading limit change
Contact verification and interaction history enhancements for additional selected regions

Integrations

Single sign-on integration enhancement

Platform

Journey JavaScript SDK enhancement for refined tracking and segmentation

Communicate

TLS transport protocol for BYOC Cloud trunks
Force TURN for WebRTC implementations
Network capture for troubleshooting

Contact center

Google Dialogflow environments for an Architect flow
New Date Span options for Metric widgets in Performance Dashboards
Supervisor actions in Agent Status widget in Performance Dashboards
Contact verification and interaction history enhancements for additional selected regions

Deprecations

Long polling for Genesys Cloud clients and network configurations deprecation removal
Data sync connector deprecation update
Web services data dip connector deprecation update

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.