July 2022

July 27, 2022


  • BYOC Cloud TLS X.509 certificate renewal

Contact center

  • Genesys Dialog Engine Bot Flow Insights and Optimizations menu


  • Introducing Genesys Cloud for Microsoft Teams


  • Windows 11 support for the desktop app
[View details]

July 20, 2022

Contact center

  • Skill expression groups available in select regions
  • Pre-contact and post-contact rule sets for outbound digital campaigns
  • System Dispositions condition type added to call rules for outbound dialing campaigns
  • Cover art for development and feedback modules
  • Query historical adherence data via GET request for workforce management
[View details]

July 13, 2022


  • Genesys Cloud video chat setting improvements


  • Introducing BYOC Premises Customer Hardware Solution
  • Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

  • Topic trends summary and detail views
  • Agent ACD skills and language proficiency routing improvement
  • Improved default program list in speech and text analytics settings
  • Japanese voice transcription support


  • Website visitor count API change
[View details]

July 6, 2022

Contact center

  • Introducing contact center work teams
  • Predictive routing queue detail report
  • External metrics for performance scorecards
  • Topics and sentiment metrics consolidation
  • Amazon Lex integration in Canada (Central) AWS region


  • SMTP server integration email error notifications to agents
[View details]