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August 2020
Contact center
- UK English and Australian English voice transcription support
- View an agent’s secondary status in select views
- Contact list filters for messaging campaigns
- Export skill and language group queue metrics in Queues Performance Detail view
Integrations
- Introducing Genesys Cloud for Salesforce SDK
Platform
- The Resource Center has a new name
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Contact center
- Introducing voice transcription
- View workforce management schedule changes with the audit log viewer
- Third-party text-to-speech (TTS) engines for bot integrations
- Configure intent disambiguation in Genesys Dialog Engine
- Agent toolbar usability improvement
Deprecations
- Internet Explorer support for Genesys Cloud embedded client deprecation
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Platform
- External Contacts Scanning API
Deprecations
- Skype for Business integration deprecation
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Contact center
- Limit on number of exported entities in aggregate Performance views
Integrations
- Introducing Google data actions integration
Platform
- View organization configuration changes with audit log viewer
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