Feature deprecations

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 /Take effect date
Keyword spotting endpoints April 28, 2021 April 28, 2021
Predictive Engagement outcome limitation change April 21, 2021 May 17, 2021
Coaching permissions change March 31, 2021 April 28, 2021

Topics and programs audit events name change

March 24, 2021 June 16, 2021

Quality Management Audit API change

March 24, 2021 August 11, 2021

Predictive Engagement webhooks deprecation

February 17, 2021 May 19, 2021

Journey history data retention period change

February 17, 2021 May 19, 2021

CIDR IP address range for Cloud Media Services change

November 4, 2020 April 30, 2021

Replace call with voice in Sentiment Aggregates API change

December 9, 2020 February 10, 2021

Create Site API call attribute requirement change

November 4, 2020 February 3, 2021

Default word confidence change in speech and text analytics settings

October 14, 2020 November 18, 2020

Limit interaction history for external contacts and organizations to 365 days

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
Note: The Developer Forum also lists API deprecations and changes.


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.