August 2022

August 31, 2022

Communicate

Genesys Cloud WebRTC diagnostics app improvements

Contact center

Genesys Digital Bot Flows
SMS message delivery status
Reset agent personal bests in gamification
Genesys Dialog Engine Bot Flows support for Portuguese
Improved voice transcription accuracy for Dutch

Integrations

Cross-region export option for AWS S3 recording bulk actions integration

August 24, 2022

Contact center

Introducing knowledge workbench version 2
Optimize the knowledge base
Introducing support center
Knowledge workbench version 2, knowledge optimizer, and support center language search support
Interaction data retention time improvement

August 17, 2022

Contact center

List variables for agent script designers
Web messaging typing indicators setting

Deprecations

Windows 7 support for the desktop app deprecation
Website visitor count API change

August 10, 2022

Contact center

Copy a development and feedback module
Genesys Beyond module enhancements
Configure setting to reduce latency of transcripts sent through Notifications API
Messenger Transport Mobile SDK
Use self-managed AWS Key Management Service for conversation data encryption

Platform

South America (São Paulo) region deployment

Deprecations

Microsoft Edge Legacy browser support deprecation
Website visitor count API change

August 3, 2022

Contact center

Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
Custom payload for Google Cloud Dialogflow speech models
Analyze predictive routing decisions
Dynamic contact list sorting during a running campaign

Platform

Improved phone number validation in Directory profiles