This article lists the features and functionality that Genesys has removed from Genesys Cloud or will deprecate in a future update. Development and support for each item discontinues on the designated removal date. It also lists end of support for third party software, and changes to permissions or configurations that customers should be aware of prior to the take effect date.
Click in the table below to learn more about each feature deprecation. Below the table, review the list of frequently asked questions.
|Feature deprecated||Announced on||Removal /Effective date|
|API endpoint change for supported topic spotting dialects||September 1, 2021||December 8, 2021|
|Maximum calls setting for BYOC Cloud change||August 25, 2021||October 27, 2021|
|Recording service API metadata endpoint annotation deprecation||July 28, 2021||November 10, 2021|
|Journey Reporting Service decommission||June 30, 2021||August 11, 2021|
|Facebook Messenger HUMAN_AGENT message tag deprecation||June 16, 2021||July 2, 2021|
|Incoming non-voice interaction alert ringtone change||May 26, 2021||June 9, 2021|
|Keyword spotting endpoints||April 28, 2021||April 28, 2021|
|Predictive Engagement outcome limitation change||April 21, 2021||June 14, 2021|
|Coaching permissions change||March 31, 2021||April 28, 2021|
|March 24, 2021||June 16, 2021|
|March 24, 2021||August 11, 2021|
|February 17, 2021||May 19, 2021|
|February 17, 2021||May 26, 2021|
|November 4, 2020||April 30, 2021|
|December 9, 2020||February 10, 2021|
|November 4, 2020||February 3, 2021|
|October 14, 2020||November 18, 2020|
|October 14, 2020||January 13, 2021|
|Screen recording policy changes for Genesys Cloud 2 users||October 7, 2020||November 4, 2020|
|Genesys Cloud Ruby SDK||September 30, 2020||June 30, 2021|
|Export Media Types and Role real-time columns data into .csv files||September 23, 2020||January 13, 2021|
|Analytics User Detail Endpoint API query interval change||September 9, 2020||December 16, 2020|
|Analytics Conversation Detail Endpoint API maximum record per query change||September 9, 2020||December 9, 2020|
|Analytics Conversation Detail Endpoint API query interval change||September 9, 2020||December 16, 2020|
|Internet Explorer support for the Genesys Cloud embedded clients||August 19, 2020||October 21, 2020|
|Skype for Business integration||August 12, 2020||July 31, 2021|
|TLS 1.1 protocol||May 13, 2020||July 29, 2020|
|Screen recording, evaluations, and surveys permissions change||May 6, 2020||June 24, 2020|
|Contact Center dashboard||March 4, 2020||April 29, 2020|
|TLS 1.0 for data actions||February 19, 2020||April 1, 2020|
|ACD routing permissions change||February 19, 2020||April 8, 2020|
|WFM short-term forecast Average Talk Time and After Call Work metrics||February 19, 2020||May 6, 2020 (for all regions)|
|iOS Supervisor chat||December 18, 2019||February 19, 2020|
|Long polling for Genesys Cloud clients and network configurations||November 20, 2019||July 1, 2020|
|Predictive Engagement smart tags||September 12, 2019||October 16, 2019|
|Classic Queues views||September 25, 2019||January 8, 2020|
|LinkedIn Profile Import||July 31, 2019||July 31, 2019|
|Internet Explorer 11 support for web app and Architect||May 29, 2019||December 4, 2019|
|Classic Agents Performance views||May 22, 2019||August 14, 2019|
|Social channel management||April 3, 2019||August 28, 2019|
|TURN port range||February 27, 2019||May 31, 2019|
|Auditing features in Documents||February 6, 2019||Removal date postponed|
|Legacy permissions||February 1, 2019||April 1, 2019|
|Outbound Campaign: Detailed Attempt History report||January 30, 2019||May 22, 2019|
|Agent dashboard||January 16, 2019||May 22, 2019|
|Genesys Cloud Bridge integrations||January 16, 2019||January 1, 2021|
|PureCloud for Chrome (app and extension)||August 1, 2018||August 1, 2018|
|Website-only web chat configuration||July 25, 2018||December 12, 2018|
|Full-text indexing of files in Documents||July 25, 2018||October 31, 2018|
|Zendesk data dip connector||November 15, 2017||May 16, 2018|
|Edit profile functionality on mobile apps||November 14, 2017||February 20, 2019|
|Microsoft Dynamics CRM data dip connector||October 25, 2017||April 30, 2018|
|Attributes for Documents||October 4, 2017||December 4, 2017|
|Access control based on role name||August 9, 2017||November 15, 2017|
|Oracle Service Cloud data dip connector||August 1, 2017||September 1, 2017|
|Salesforce data dip connector||August 1, 2017||August 1, 2018|
|SharePoint Connector||August 1, 2017||September 1, 2017|
|UltiPro Connector||May 1, 2017||November 1, 2017|
|Directory external contacts||April 12, 2017||July 12, 2017|
|Documents for iOS and Android||February 22, 2017||May 24, 2017|
|Field level permissions||January 20, 2017||July 21, 2017|
Why does Genesys deprecate features and functionality?
Maintaining multiple versions of the same functionality impacts our ability to provide the most value to as many customers as possible. This practice would impact the following:
- Product Development — A new feature is typically done in a completely different way than the original feature it is replacing.
- Support and Documentation — We must provide support and documentation for two different versions of the same feature.
- Account Management — Account Managers/Enablement Leads need to establish which version of the feature an organization is using.
- Our bottom line — New feature development often requires buying new infrastructure hardware or software licenses, but we must maintain the old infrastructure or software to support customers using old functionality.
- CUSTOMERS — Efforts to support the original feature detract focus and resources from making the new feature as valuable as possible.
What happens when Genesys announces a deprecation?
When we announce a feature deprecation, we will no longer make enhancements or improvements to what is being deprecated. Our intention is to inform you as early as possible that we are making a change and to help you if you are impacted by that change.
What communication will Genesys give for deprecation?
We will notify you of the deprecation and any new functionality that may replace it using multiple channels: here in the Resource Center, email messaging for account owners and administrators who are impacted, and in-product messaging.
We understand that for many customers, switching to a new process is not a one-person job. Customers with an assigned Enablement Lead may receive a personalized communication from your account team in addition to the email and in-product notifications. This personalized communication may include emails with specific instructions, a phone call to discuss your upgrade process, or engagement with our internal teams to ensure that your essential processes are preserved when you make the switch.
How much notice will Genesys give for deprecations?
We take care to give ample notice of feature deprecation to give customers time to prepare if necessary. You will have at minimum of 90 days from the day we announce a deprecation before the feature or functionality is removed.
Is there a way I can keep the old feature or functionality?
No. Once the deprecation date is reached, the feature will be removed from our service.
To provide customers with the highest quality services possible, our platform must keep pace with evolving security, privacy, and regulatory requirements, as well as offer functionality that is simple and easy to use. That means our product must change with the times. When that happens, we will work hard to minimize the impact to your organization.