August 2021 - Genesys Cloud Resource Center

Genesys Cloud Archive - August 2021

List of the Genesys Cloud release notes published in August 2021.

Communicate

Conversation header support for BYOC Cloud trunks
DID number port increase for Genesys Cloud Voice

Contact center

Update ACD and language skills on an interaction in a queue with Routing API

Platform

Assign data tables within divisions

Deprecations

Max Calls replacement for BYOC Cloud trunks

Contact center

Introducing knowledge workbench
Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
External tag filter for interactions in Performance views
Filter digital interactions by media type in Content Search view
Access workforce management in forecasting historical data via API

Platform

Proof Key for Code Exchange grant for OAuth 2 authorization

Communicate

Call history enhancements to mobile devices

Contact center

Introducing web messaging
Introducing Genesys Bot Connector
Expiration date for DNC lists
Improved accessibility for ACD voice interactions

Platform

Developer Blueprints for custom integrations

Deprecations

Quality Management Audit API change
Journey Reporting Service decommission

Contact center

Evaluation window UI improvements
Additional development and feedback modules in Learning API

Platform

Enforce index search for divisions

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.