Features coming soon

This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until May 19, 2021. The feature descriptions in the May 19 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center.

Contact center

Add external links to coaching appointments

Performance managers, supervisors, and facilitators can now add external links, such as URLs, to coaching appointments. Agents can access the external links as part of their coaching appointments. This feature requires the following subscription: Genesys Cloud User 3.

View participant data attributes in the interaction detail page

Quality managers and evaluators can now view participant data attributes in the interaction detail page. An attribute is a piece of information about a participant that travels with them throughout the interaction. Participant data attributes persist between transfers from one call flow to another. This feature enables managers and evaluators to see the results of data actions, collected digits in IVR, and data table found values. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Audit log viewer for workforce management schedules and work plans

Contact center managers and supervisors can now use the existing Genesys Cloud auditing service to see details about new or updated schedules and work plans. These details include who created or changed the schedule or work plan, the actions taken, and the date the changes occurred. Additional schedule details include who published or unpublished the schedule. This feature requires one of the following subscriptions: Genesys Cloud User 3 or Genesys Cloud User 1 WEM Upgrade II.

Deprecations

Journey JavaScript SDK specific mappable customer traits deprecation

Starting on July 14, 2021, the Journey JavaScript SDK will no longer allow mapping of some specific customer traits for use in Live Now or for segment, outcome, or action map configuration. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I. 

Predictive Engagement webhooks deprecation

On May 19, 2021, the Predictive Engagement webhooks deprecation went into effect. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade II.

Reduced data retention period for journey history postponement

Genesys announced the reduced data retention period for journey history on February 17, 2021, with a May 19, 2021 effective date. Genesys postponed the effective date to May 26, 2021. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.

Predictive Engagement outcome limitation change postponement

Genesys announced the Predictive Engagement outcome limitation change on April 21, 2021, with a May 17, 2021 change date. Genesys postponed the change date to June 14, 2021. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I. 

Platform

Virtual Desktop Infrastructure 

As part of our security improvement efforts, Genesys Cloud is adopting the Virtual Desktop Infrastructure (VDI) to limit the possibility of customer data exfiltration from our cloud environment. Customers do not need to take any action as we adapt to the new functionality. However, customers may experience small differences in Customer Care and Support interactions, for example, reduced access to sharing log samples from within Genesys Cloud, reduction in log retention timers to remain fully compliant, and a slight increase in investigation times. VDI tooling adoption will start in the US East and US West regions. Remaining region adoption will follow later this year. This feature has no restriction by user or required user to access.

Genesys Cloud rebranding update

The Genesys Cloud product name and logo rebranding now appears in many product interfaces, installs, websites, documentation, and support tools, and will continue as a rolling change in 2021. Genesys will review the domain name change effort in Q1 2021 and provide an update in advance before beginning work. For more information, see PureCloud to Genesys Cloud FAQ in Community. This feature has no restriction by user or required user to access.

Note: This feature list is subject to change.