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

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.