Genesys Cloud Archive - October 2020

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

Contact center

Introducing workforce management work plan rotations
Add an interaction to an existing coaching appointment
Interaction’s detail page improvements
WEM add-on price reduction
Routing Used filter and column in Performance views
Provider filter in Performance views

Deprecations

Screen recording policy changes for Genesys Cloud 2 users postponement

Communicate

Additional Force TURN IP addresses now available

Contact center

Content templates for messaging campaigns

Communicate

Configure beep tones for line recording

Contact center

Email Performance view reports
Analytics Aggregates Endpoint API for sentiment analysis

Integrations

Introducing the Microsoft Teams integration

Platform

Disable Collaborate video

Deprecations

Limit interaction history for external contacts and organizations to 30 days deprecation
Default word confidence change in speech and text analytics settings

Contact center

Workforce management planning group improvements
View agent development activities using APIs

Integrations

Interaction widgets for client application integrations

Deprecations

Screen recording policy changes for Genesys Cloud 2 users

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.