Genesys Cloud Archive - April 2022

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

Contact center

Authenticated web messaging
”Bring your own keys” for recording encryption
SSML support for language capabilities in Genesys Dialog Engine Bot Flows
Toll-free number and long code support in NANP for outbound SMS campaigns
Map secondary presence statuses to workforce management activity codes
Workforce management view adherence permission

Deprecations

Workforce management adherence permission change

Contact center

Filter interaction transcripts by detected topics in Content Search view
Audit log viewer for workforce management time-off limits and time-off plans

Contact center

Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

Website visitor count API change

Communicate

Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

Contact center

Inline images in canned responses
Ability to disable call analysis and answering machine detection
Email, message, and chat transcript enhancements
Configure workforce management activities as interruptible for coaching

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.