August 2020


August 26, 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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August 19, 2020

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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August 12, 2020

Platform

  • External Contacts Scanning API

Deprecations

  • Skype for Business integration deprecation
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August 5, 2020

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
[View details]