This article describes all releases for the Genesys Cloud browser extensions (Genesys Cloud for Chrome and Genesys Cloud for Firefox). For more information, see About the Genesys Cloud browser extensions.

Coming soon!

These features are described in our documentation but are not yet generally available.

• Agent-level transfer permissions 
  

  Administrators can now have granular control over agent transfer capabilities during an interaction using the new permissions: Manage transfer permissions for agents, Blind transfer an interaction, and Consult transfer a call.

November 11 2024

• Keyboard support for DTMF input in the embedded client
  

  Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Call controls.

September 23 2024

• Persistent agent settings on the server side
  

  Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.

April 22, 2024

• Headset call control buttons
  

  Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.

March 18, 2024

• Run the WebRTC diagnostic app 
  

  Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.

February 28, 2024

• Specify queue in scheduled callbacks
  

  Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.

February 21, 2024

• Enable click-to-dial on dynamic webpages
  

  Administrators and agents can now configure the browser extension to enable click-to-dial functionality in dynamic webpages: Configure the Genesys Cloud browser extensions and Click-to-dial.

January 31, 2024

• Asia Pacific (Osaka), Middle East (UAE), and EU (Zurich) regions
  

  Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

January 10, 2024

• Improved blind transfer of digital interactions
  

  Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted: Blind transfer an interaction.

December 6, 2023

• Callback auto dial and auto disconnect
  

  Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.

October 4, 2023

• Ringtone selection for call alerts

  Agents can now select ringtones for their call alerts: Configure notifications.

June 21, 2023

• Auto answer enabled digital interactions
  

  Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.

June 7, 2023

• Client information in the embedded clients interaction window
  

  Administrators can now configure the display conversation information in the interaction window: Interaction window in embedded clients.

May 31, 2023

• Language support for Portuguese (Portugal)
• Ringer volume control
  

  Agents can now control ringer volume of interactions that alert when you are not on call: Configure notifications.

March 15, 2023

• Time-boxed and Agent Requested after call work options

  Administrators can set the after call work timeout settings for all digital channels including voice, email, chat, message, and callback, and agents can initiate after call work as needed for ACD interactions that are not automatically assigned after call work: Wrap up an interaction and Call controls.

December 14, 2022

• Availability of Agent Assist option

  Agents can now access Genesys Agent Assist from the embedded interaction window if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist.

August 10, 2022

• Americas (Sao Paulo) region

  Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

April 27, 2022

• Group voicemail and call back option

  Agents can identify the group voicemail from the personal voicemail and have the option to call back the original caller from the voicemail options: Access personal and group voicemail.

August 11, 2021

• Genesys Cloud web messaging

  The integration now supports Genesys Cloud web messaging: About messages and Migrate from chat to Genesys Cloud web messaging.

April 14, 2021

• Asia Pacific (Mumbai) region

  Administrators can now select Mumbai as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

February 10, 2021

• Basic interaction controls in system notifications (Genesys Cloud for Chrome only)

  Agents that use Chrome browsers can now pick up or disconnect alerting interactions from system notifications: Configure notifications.

• Ringer setting for WebRTC phones

  Agents can now configure which speakers the ringer uses: Log in to the client, Select a phone,  and Change your WebRTC phone settings.

December 9, 2020

• Volume control for alerting interactions

  Agents can now control the ringer volume of interactions that alert when they are connected to a call or callback interaction: Configure notifications.

July 15, 2020

• Status timer

  A status timer now tracks how long a user has been in a particular status or On Queue: Status timer.

July 8, 2020

• Scheduling a callback on callback interactions enhancement

  Agents can now disconnect callback interactions after they schedule a follow-up callback. Previously, agents could not disconnect a callback interaction until they placed a call: Respond to a callback interaction.

May 13, 2020

• Agent performance statistics for callback interactions

  Added agent performance statistics for callback interactions: View agent performance statistics.

• Script support for all queue chats, emails, and messages

  Scripts are now available on all chat, email, or message interactions to or from a queue: Scripts.

April 29, 2020

• Americas (Canada), Asia Pacific (Seoul), and EMEA (London) regions

  Administrators can now select Canada, Seoul, or London as their Genesys Cloud environment: Configure the Genesys Cloud browser extensions and Change the region of your Genesys Cloud organization.

February 12, 2020

• Time off requests

  Agents can view notifications about their time off requests in the client: Access schedule notifications.

January 29, 2020

• Agent schedule view

  Agents can view their schedule in the client: View your schedule.

December 18, 2019

• Shift trade requests

  Agents and administrators can view notifications for shift trade requests in the client: Access schedule notifications.

November 13, 2019

• Call history

  Agents can view their call history in the client: Access call history and Configure the Genesys Cloud browser extensions.

• Evaluations

  Agents can view notifications for released evaluations and quality evaluators can view notifications for interaction evaluations in the client: Access evaluations.

October 30, 2019

• WhatsApp interaction support

  The integration now routes inbound WhatsApp interactions: About messages.

October 23, 2019

• US West region

  Administrators can now select US West (Oregon) as their Genesys Cloud environment: Configure the Genesys Cloud browser extensions and Change the region of your Genesys Cloud organization.

October 9, 2019

• Search configuration for external contacts

  Administrators can now control whether the extension returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: Configure the Genesys Cloud browser extensions.

• Dedicated login window

  Administrators can now configure the integration to use a separate login window for login providers that do not work in embedded windows: Configure the Genesys Cloud browser extensions.

• Personal voicemail inbox

  Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.

• Access token expiration

  The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.

August 7, 2019

• Single sign-on identity provider functionality

  Administrators can now configure the extensions to use a single sign-on identity provider when agents log in to the client: Configure the Genesys Cloud browser extensions.

May 15, 2019

• Out of adherence notification

  The client now notifies agents when their status does not match their scheduled activity: Out of adherence.

April 24, 2019

• Advanced microphone settings for WebRTC phones

  Agents can now configure microphone settings in the client that may affect sound processing and audio quality: Configure advanced microphone settings for WebRTC phones.

January 16, 2019

• Agents without phones

  Agents can now log in without first selecting a phone: Log in to the client.

• Outbound SMS message support

  Agents can now send SMS messages on behalf of queues. Administrators can configure the default country code used for these SMS messages: Send an SMS message and Configure the Genesys Cloud browser extensions.

• Consolidation of settings in the client menu

  The Click-to-Dial and On Behalf of Queue settings now consolidated under Queue. The WebRTC Settings name abbreviated to WebRTC: Settings in the client menu.

December 19, 2018

• Manage Genesys Cloud embedding

  Administrators can restrict the embedding of Genesys Cloud as an iframe in third-party applications but add domains for the Genesys Cloud embedded clients to an allowlist: Manage Genesys Cloud embedding with Genesys Cloud embedded clients.

November 14, 2018

• Notifications setting

  Agents can configure the client to show notifications outside the client when interactions alert: Configure notifications.

October 31, 2018

• Flag problematic calls

  Agents can now flag calls and ACD voice interactions that have voice quality issues, such as deteriorated audio, unexpected disconnections, incomplete connections, and failed transfers: Call controls.

September 12, 2018

Build 1.0.2525

• Facebook, LINE, and Twitter interaction support

  The integration now routes inbound Facebook, LINE, and Twitter interactions: About messages.

• Out of Office scheduling

  Agents can now schedule Out of Office dates and times from the client: Change your status.

• Timer for non-time-boxed after-call work

  Timer added to the Wrap-up window to show the amount of time spent on non-time-boxed after-call work: Wrap up an interaction.

August 29, 2018

Build 1.0.2503

• Caller ID support for outbound calls

  Administrators can now configure the integration to send caller ID information on outbound calls through agent input or global configuration: Make a call and Configure caller ID.

August 15, 2018

Build 1.0.2458

• Initial release of Genesys Cloud for Firefox: About the Genesys Cloud browser extensions.

July 4, 2018

Build 1.0.2458

• Initial release of the new Genesys Cloud for Chrome extension: Migrate to the new Genesys Cloud for Chrome and About the Genesys Cloud browser extensions.