November 2021 - Genesys Cloud Resource Center

Genesys Cloud Archive - November 2021

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

Contact center

Time-off enhancements for workforce management
Ensemble model and Theta method for workforce management automatic best method forecasting
Additional columns and filter in Queues Performance views
Additional recording and evaluation filters and columns in Interactions view
Development Aggregate API for development and feedback modules
Additional French sentiment analysis support
Screen recording download permission

Contact center

Bot Performance views
Routing detail columns in Performance views
Open messaging API enhancements

Integrations

Add non-E.164 number to Other Phone field for collaboration integrations

Deprecations

Recording Service API metadata endpoint annotation deprecation

Contact center

Monitor ongoing value of predictive routing
Sentiment analysis columns in Performance views
Additional development and feedback modules for agents

Deprecations

Collaborate call functionality on mobile devices deprecation

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.