March 2022

March 30, 2022

Contact center

Predictive routing for email interactions
Predictive routing for message interactions
Coaching UI improvements
Coaching and learning by division access
Architect Flush Audio action
Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

The Developer Center has a new look
Introducing Developer Center Notifications Monitor

Deprecations

Deprecation of workforce management time off requests for non-consecutive days

March 23, 2022

Contact center

Introducing analytics workspace
Average Hold Handled and ACW Handled columns in Performance views
Improved customer sentiment scoring
Workforce management import service enhancement
Configurable Messenger position for web messaging
Web messaging delivery status notifications
Campaign and campaign sequence schedule improvements

Platform

US East 2 (Ohio) region deployment

Deprecations

Agent interaction UI collapse/expand control removal

March 16, 2022

Contact center

Introducing Architect in-queue flow support for digital flows
Architect data table permission enhancements
Customize inbound message flow based on action map
Assign to me option for quality management evaluation assignment
Portugal Portuguese voice transcription support
Portugal Portuguese programs, topics, and phrases support

March 9, 2022

Contact center

Introducing Architect built-in voicemail flow
Flow milestone views and flow outcomes and performance view updates
Scheduled Callbacks view improvements
Expanded workforce management audit log details
View the creation date and time of a schedule or forecast
Inspirational quotes replacement

Integrations

Maximum instances per organization for Amazon EventBridge integration

Deprecations

Horizontal script panel in agent interaction UI removal
Workforce management adherence permission change

March 2, 2022

Contact center

Content offers on Predictive Engagement single snippet