February 2022


February 23, 2022

Platform

  • Genesys Cloud offer packaging and pricing changes
  • BYOC Cloud pricing model changes
  • Fair use voice transcription pricing changes

Contact center

  • Agent-owned callback requests and Scheduled Callbacks view
  • Skill matching for predictive routing
  • Dutch and Korean voice transcription view and search support

Deprecations

  • Architect Get Journey Sessions by customer action removal
[View details]

February 16, 2022

Contact center

  • Workforce management adherence reporting usability enhancements
  • Not Responding filter and columns in Interactions views
[View details]

February 9, 2022

Contact center

  • Introducing Agent Assist in select regions
  • Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
  • Workforce management shifts and shift history management enhancements
  • Update ACD and language skills on an interaction in a queue with Routing API

Deprecations

  • Workforce management time-off requests for non-consecutive days deprecation
[View details]

February 2, 2022

Contact center

  • Limited PII masking in Performance views and exports
  • Access to agent management across divisions
  • Manually assign interactions across queues
  • Polish programs, topics, and phrases support

Deprecations

  • API endpoint change for supported topic spotting dialects
[View details]