Release notes for the Genesys Cloud browser extensions
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.
These features are described in our documentation but are not yet generally available.
- Agent requested after-call work
- Auto answer enabled digital interactions
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
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
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 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
- 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
- Caller ID support for outbound calls
August 15, 2018
- Initial release of Genesys Cloud for Firefox: About the Genesys Cloud browser extensions.