January 2022 - Genesys Cloud Resource Center

Genesys Cloud Archive - January 2022

List of the Genesys Cloud release notes published in January 2022.

Collaborate

Collaborate chat improvement

Communicate

Customize caller ID information with prioritized caller selection

Contact center

Create workforce management schedules without a forecast
Workforce management schedule validation error severity enhancement
Simplified recording and quality policy configuration
Evaluation summary in agent activity view

Integrations

Automatic log out of single sign-on provider

Contact center

Redesigned roster in agent interaction UI
Performance views for Predictive Engagement action maps, segments, and outcomes
Set skills and interaction priority in Architect in-queue flows
Audit log viewer for workforce management time-off requests and shift trades

Integrations

Delete data actions support

Deprecations

Architect Get Journey Sessions by Customer action removal

Contact center

Access control enhancement for call recording segments

Deprecations

Workforce management adherence permission change

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.