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December 2020
Contact center
- Queues Activity Detail view usability improvement
- Performance Dashboards enhancement
- Voice transcription search improvements
- Predictive Engagement integration with Adobe Analytics
- Chat emoji enhancement
- Canned responses editor improvement
Deprecations
- Analytics User Detail Endpoint API query interval change
- Analytics Conversation Detail Endpoint API query interval change
- Limit journey and interaction history for external contacts and organizations to 365 days postponement
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Platform
- Clone a user in an authorized organization enhancement
Communicate
- Identify assigned phone numbers
Contact center
- Enhancements to the workforce management rescheduling process
- Improved estimated wait time calculation
- Turn off evaluation form question group weights
Deprecations
- Replace call with voice in Sentiment Aggregates API change
- Analytics Conversation Detail Endpoint API maximum record per query change
- Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
- Analytics User Detail Endpoint API query interval change postponement
- Analytics Conversation Detail Endpoint API query interval change postponement
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Communicate
- Genesys Cloud Voice in Austria, Poland, and Portugal
- BYOC Cloud certificate renewal
Contact center
- Granular permissions for scheduling, call routing, and emergencies
- Performance dashboards enhancements
- New columns in agent views
- Journey aggregate query enhancement in Analytics API
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