This article describes all Genesys Cloud Embeddable Framework releases. For more information, see About Genesys Cloud Embeddable Framework.

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.

October 7 2024

• Disable WebRTC audio and alert notifications in the embedded client
  

  Agents can now disable WebRTC audio and alerting notifications within the embedded client. This helps to eliminate audio interference when agents use the Genesys Cloud desktop or browser client as the main client alongside the embedded client: Disable WebRTC audio and alerting notifications and Change your WebRTC phone settings.

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?.

September 12 2024

• Park email option
  

  Agents now have the ability to park email interactions and return to them later, manage email drafts and pick up where they left off when they return to the parked email: Park and resume an email interaction, and Add Parked Conversation widget.

July 29 2024

• Utilization labels for click-to-dial functionality
  

  Developers can now use the Utilization Labels in the click-to-dial functionality that categorizes the conversation: clickToDial.

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.
  

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.

September 20, 2023

• WEM activity widget
  

  Administrators can enable and embed the WEM activity view in the organization’s website or application through a URL provided by the Genesys Cloud for Embeddable Framework. This widget enables agents to access schedules, evaluations, and stand-alone gamification features: Add WEM activity widget.

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.

April 26, 2023

• Warning message added for enabling server-side logging option

  Warning message added for the enableServerSideLogging parameter for the feature settings: settings (Genesys Cloud Developer Center).

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

• Interaction attribute for participant type in an interaction
  

  Administrators can now use the interaction attribute Interaction.ParticipantPurpose to define the participant type in an interaction: Interaction attributes (Genesys Cloud Developer Center).

• 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.

March 15, 2022

• Interaction.Message.getTranscript action

  Developers can now use the Interaction.Message.getTranscript action to get the web message transcripts: Interaction web message transcript.

December 15, 2021

• Add Genesys Predictive Engagement widget

  Administrators can now use the Genesys Predictive Engagement widget to access the customer journey panel: Add Genesys Predictive Engagement widget.

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

• Interaction attribute for User to User Information

  Developers can now use the interaction attribute call.UUIData to add data received from inbound calls or sent with outbound calls to activity records, call logs, or interaction details: Interaction attributes (Genesys Cloud Developer Center) and Condensed conversation information (Genesys Cloud Developer Center).

• Basic interaction controls in system notifications (Chrome and Edge browsers only)

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

• Settings in the WebRTC Phone window

  The WebRTC phone settings can now be accessed through the WebRTC Phone window. Previously, the settings were only accessible through the client: Browser window for WebRTC phones and Change your WebRTC phone settings.

• 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 16, 2020

• Hold timer

  Developers can now use the interaction attribute Interaction.HoldTime in interaction details to display the current hold duration: Interaction attributes (Genesys Cloud Developer Center).

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.

October 21, 2020

• Internet Explorer support for the Genesys Cloud embedded clients deprecation removal

  Genesys ended support for Internet Explorer as a web browser for the Genesys Cloud embedded clients on October 21, 2020. For more information, see Deprecation: Internet Explorer support for the Genesys Cloud embedded clients.

September 23, 2020

• Programmatic transfer to IVR flows

  The integration now exposes the ability to transfer interactions to non-secure and secure IVR flows with the Interaction.updateState action: Interaction.updateState (Genesys Cloud Developer Center).

August 19, 2020

• Internet Explorer support for the Genesys Cloud embedded clients deprecation

  On October 21, 2020, Genesys will no longer support using Internet Explorer as a web browser for the Genesys Cloud embedded clients. For more information, see Deprecation: Internet Explorer support for the Genesys Cloud embedded clients.

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

• Programmatic transfer of interactions

  The integration now exposes the ability to blind, consult, and conclude transfer interactions with the Interaction.updateState action: Interaction.updateState (Genesys Cloud Developer Center).

• 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.

June 3, 2020

• Interaction attributes for start, end, and connected times

  Developers can now use the interaction attribute startTime in generic interaction objects to indicate when the first participant joined a conversation. Updated descriptions for the interaction attributes endTime and connectedTime: Condensed conversation information (Genesys Cloud Developer Center)..

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

  Developers can now select Canada, Seoul, or London as their Genesys Cloud environment: clientIds (Genesys Cloud Developer Center).

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.

• Configurable call controls

  Developers can now configure which call control elements appear in the client and in what order: settings (Genesys Cloud Developer Center).

• Safari support removal

  Removed support for Safari.

January 22, 2020

• Interaction.Chat.getTranscript format change

  The format of the Interaction.Chat.getTranscript object now uses a callback function. For more information, see the announcement in the Developer Forum and getTranscript (Genesys Cloud Developer Center).

January 15, 2020

• dedicatedLoginWindow query string parameter for private deployments

  Added the dedicatedLoginWindow query string parameter for private deployments: iframe URLs (Genesys Cloud Developer Center).

• Interaction attribute for total time in IVR

  Developers can now use the interaction attributes Interaction.TotalIvrTime in interaction details and totalIvrDurationSeconds in generic interaction objects to indicate how long an interaction spends in the IVR before being connected to an agent: Interaction attributes (Genesys Cloud Developer Center) and Condensed conversation information (Genesys Cloud Developer Center).

• Interaction attribute for total time in ACD

  Developers can now use the interaction attributes Interaction.TotalAcdTime in interaction details and totalAcdDurationSeconds in generic interaction objects to indicate how long an interaction spends being routed to an agent: Interaction attributes (Genesys Cloud Developer Center) and Condensed conversation information (Genesys Cloud Developer Center).

January 8, 2020

• callbackCallEnded interaction event notification

  Developers can subscribe to an interaction event to be notified when a call placed for a callback interaction ends: subscribe (Genesys Cloud Developer Center).

December 18, 2019

• OAuth scopes

  Administrators can enable scopes in OAuth clients for private and public versions of Genesys Cloud Embedded Client to limit the application’s access to a Genesys Cloud organization’s data. Rather than grant complete access to a Genesys Cloud organization’s account, administrators can define the scope of access given to applications built in Genesys Cloud: Administrators requirements for the Genesys Cloud embedded clients and Create an OAuth client.

• Shift trade requests

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

December 18, 2019

• Color customization for notifications

  Developers can customize the text colors and background colors for notification types and individual notifications: theme object for settings) (Genesys Cloud Developer Center) and theme object for notifyUser (Genesys Cloud Developer Center).

November 13, 2019

• Call history

  Developers can enable agents to view their call history in the client: Access call history and settings (Genesys Cloud Developer Center).

• 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

  Developers can now select US West (Oregon) as their Genesys Cloud environment: clientIds (Genesys Cloud Developer Center).

October 9, 2019

• Search configuration for external contacts

  Developers can now control whether the integration returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: searchTargets (Genesys Cloud Developer Center).

• 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.

September 25, 2019

• Query parameters for private deployment

  Documentation now lists query parameters to add to iframe URL for private deployment: How to get started with a private deployment (Genesys Cloud Developer Center).

September 18, 2019

• Interaction attribute for internal calls

  The integration now uses the interaction attribute isInternal to indicate whether a call is internal on interaction objects: Condensed conversation information (Genesys Cloud Developer Center).

August 21, 2019

• Subscriptions to individual categories

  Developers can now subscribe to individual categories for notifications: subscriber) (Genesys Cloud Developer Center).

• Private deployment of Genesys Cloud Embeddable Framework

  Includes same functionality as public deployment but allows companies to create and deploy integrations for private use in their Genesys Cloud organizations: Deployment options.

June 19, 2019

• Contact list columns in interaction details or interaction objects

  Developers can now display contact list column data on interactions in the client or obtain contact list column data as attributes of interaction objects: Interaction attributes (Genesys Cloud Developer Center) and customInteractionAttributes (Genesys Cloud Developer Center).

March 7, 2018

• Initial release of Genesys Cloud Embeddable Framework for public deployment. Includes overview, steps for development and deployment, and exposed methods and actions.