Monthly Archive
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September 20, 2023
Customer engagement
- Search domain names and email addresses
- Inbound call handling site for BYOC Cloud trunks
- Supported file attachments update in third-party messaging
Data, analytics, and reporting
- Configure rules for any user in a work team
Self service and automation
- Cards and carousels for digital bot conversations
- Expanded knowledge portal availability
Workforce engagement
- WEM activity widget for Genesys Cloud for Embedded Framework
- Architect workflow automated notifications
Deprecations and announcements
- Deprecation: Active Screen Recordings UI
September 13, 2023
Customer engagement
- Open messaging typing indicators
Data, analytics, and reporting
- Introducing the Genesys Cloud Analytics Add-on (A3S)
Open platform
- Architect workflow trigger automation
- Introducing Genesys Cloud CX Accelerators
Self service and automation
- Support center name change
- Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
- Introducing the Architect Optimizations dashboard
- Architect flow outcomes and milestones user interface updates
Workforce engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations and announcements
September 6, 2023
Customer engagement
- Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
- Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support
Data, analytics, and reporting
- WebRTC Media Helper in Analytics
Self service and automation
- Architect zoom enhancement and legacy user interface toggle removal
Workforce engagement
- WEM activity views in Genesys Cloud for Salesforce embedded client
- Telephony administrator user interface updates
Deprecations and announcements
- Search Audits APIs deprecation postponement
August 30, 2023
Customer engagement
- Conditional group routing as the timeout routing method for preferred agent routing
- Require the WebRTC Media Helper
- Custom music for agent-initiated hold duration
- End interactions automatically when agents logoff
- Improved media handling for outbound message attachments
Data, analytics, and reporting
- Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
- Introducing the Genesys Cloud Analytics Add-on (A3S)
- Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns
Open platform
- Genesys Cloud for Chrome extension update
- Calling party ID in p-asserted identity SIP header
- Yealink headsets support
Self service and automation
- Additional formatting for knowledge workbench v2 articles
- Test digital bot flows in real time
- Intent health in Architect bot flows and digital bot flows
Workforce engagement
- Quality evaluation scores now available as a gamification metric
Deprecations and announcements
- US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
- Arrow Electronics partnership and end of preconfigured edge appliances program
- Deprecation: CX digital agent workspace (digital desktop only)
- Japanese translation of “idle” inconsistency
August 23, 2023
Data, analytics, and reporting
- Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
- Real-time agent filtering and agent updates
Self service and automation
- Nuance Mix integration support in Canada
- JSON variables and states in Architect bot flows and digital bot flows
August 16, 2023
Contact center
- Additional voice transcription accuracy improvements for Japanese
- Sensitive Data Masking for voice interactions
- Additional CX 1 Digital Add-On II capabilities
- Co-browse for web messaging read-only fields and buttons
- Dashboards summary page enhancements
- Dashboard management for administrators
- Knowledge follow-up tasks in bot flows and digital bot flows
Integrations
- Amazon LexV2 integration available in the FedRAMP region
Deprecations and announcements
- Search Audits view deprecation
- BYOC Cloud TLS X.509 certificate renewal
- Certificate Authority change for Microsoft Teams integration
- Release Notes category improvements
August 9, 2023
Contact center
- Force stop button in digital campaign management
Integrations
- Limitation for JSON objects depth in data action service
Platform
- Trigger inclusion in Genesys Cloud CX 1 license
August 02, 2023
Contact center
- Updated WhatsApp pricing structure
- Copy and share interaction transcripts
- Web messaging inbound custom attribute size limit requests
- SMS short code number in France
- Improved workload balancing in predictive routing
Integrations
- Two score-setting options for ranking waiting interactions
Platform
- PCI DSS recertification
- Genesys Cloud WhatsApp Embedded signup self-service onboarding
- Subscribe to events from the Operational Console
Deprecations and announcements
- Deprecation: Outbound Search Audits view
- Mandatory SMS US and Canada registration
July 26, 2023
Contact center
- Agent evaluation details export generation for multiple agent
- Workforce management business unit and service goal template impact override settings
- Increased limits for workforce management dimensions
- Topic miner Spanish language support
July 19, 2023
Communicate
- Polycom Zero Touch Provisioning
- Specify a Canadian address as a remote emergency address
Contact center
- Collaborate chat quick access for recent chat messages
- Real-time Interactions data export
Integrations
- Sentiment analysis in Google Cloud Dialogflow CX integrations
Platform
- Suppress call recordings during IVR flow and in-queue segments
July 12, 2023
Contact center
- Architect user interface refresh
- Configure new conditional group routing method
- Touchpoint variations for knowledge workbench articles
Platform
- Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level
July 5, 2023
Contact center
- Extended voice transcription services support for additional English dialects and German Switzerland
- Improved native voice transcription accuracy for specific English dialects
- Trigger Process Automation from any Evaluation State Change
- Assign a permission to grant a role to a user by division
Deprecations and announcements
- Deprecation of legacy Dialog Engine postponement
June 28, 2023
Contact center
- Call recording and quality management support in Genesys Cloud EX
Deprecations and announcements
- Deprecation: CX digital agent workspace
June 21, 2023
Contact center
- Authenticated web messaging for verified users
- Auto answer for digital interactions on queues
Deprecations and announcements
- LiveNow permission change
- CIDR IP address range for cloud media services expansion
June 14, 2023
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Drill down to dashboard performance views
- Real time alerting based on agent’s after call work duration
- Improved dashboard create and edit options
- Show or hide top viewed articles in Support Center
- Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows
Platform
- Resource Center improvements
- Telephony Extensions now support Divisions
Deprecations and announcements
- Legacy alerting system deprecation
- External Contact directory pages external organization logo removal
June 7, 2023
Collaborate
- Support for MDM browser authentication for Collaborate for iOS
Contact center
- Workforce management time-off requests user interface improvements
- Improvements to playback screen recordings
- Workforce management and HR Integration System (HRIS) integration
- Modify the default whisper tone in Architect
- Real-time alerting for waiting interactions
- Introducing improved alerting
Integrations
- Client information in the embedded clients interaction window
Deprecations and announcements
- Journey customer service deprecation
May 31, 2023
Contact Center
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support
Deprecations and announcements
- Knowledge workbench V1 deprecation
- Genesys Dialog Engine deprecation postponement
- Mandatory US and Canada SMS/MMS registration
May 24, 2023
Communicate
- Message Waiting Indicator improvements
Contact Center
- Improved voice transcription accuracy for English language regions
- Gamification metrics creation workflow improvements
- Enhance predictive routing accuracy with participant data
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support
Integrations
- Support for JSON format output in trigger notifications
- Trigger creation support for user activity topic
Deprecations and announcements
- JourneyCustomer cookie ID from GDPR API subjects response deprecation
- LiveNow permission change
May 17, 2023
Communicate
- Additional ringtone options for Communicate for iOS and Android
Contact Center
Integrations
- 8x8 integration
May 10, 2023
Contact Center
- Historical adherence and shrinkage view updates for teams
- Route email to multiple destinations
- Improved analytics email data with CC/BCC details
Deprecations and announcements
- Search Audits view deprecation
- Search Audits APIs deprecation
May 3, 2023
Communicate
- Support for MDM browser authentication for Communicate for iOS
Contact Center
- Additional voice transcription accuracy for Arabic
- Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
- Automatically reschedule time zone skipped contacts
Platform
- Identify unused roles and permissions in the Admin UI
- Display number of interactions routed via non-predictive routing method due to timeout
Deprecations and announcements
- BYOC Premises—Customer VM Solution deprecation
April 26, 2023
Contact Center
- Generative AI to summarize agent digital interactions
- New workforce management scheduling menu
- Automatic language detection for digital interactions
- Show or hide top searched articles in Support Center
- Bulk changes to knowledge base question and answer articles
- Copy an existing evaluation or web survey form
- Customer Journeys tab in the Interactions View
- Canned responses source code/HTML editor
- Access to Queue Agent Details View by division membership
Integrations
- Introduction of OAuth 2.0 for custom SMTP integration
Deprecations and announcements
- Customer journey tab replacement
April 19, 2023
Platform
- Single sign-on configuration enhancement
Contact Center
- Campaign performance views for agents
- Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
- Add Max No Input task to Architect bot actions
- Performance insights view
- Filter by evaluation form name
Integrations
- Nuance Mix integration support in Australia
April 12, 2023
Contact Center
- External contacts Profile tab updates
- Import question and answer FAQs from URLs
April 5, 2023
Platform
- Automatic inactivity timeout improvement
- Maximum voicemail recording length setting
Contact Center
- Introducing the Data Actions Performance views
- Introducing new Topic tab in agent, queue, and flow summary and detail views
- Extended voice transcription services support for Arabic and Hebrew right to left languages
- Topics and phrases support for Arabic right to left languages
- Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
- Data action in rule conditions for digital campaigns
- Notification message for conversation disconnect
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
March 29, 2023
Communicate
- Built-in Genesys Cloud WebRTC diagnostics application improvements
Contact Center
- External contacts Profile tab updates
- Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
- Archive and unarchive learning modules
Integrations
- Automatic regionalization of endpoints for existing Google Cloud TTS and STT integrations
- Custom voices support for the Google Cloud Text-to-Speech integration
Deprecations and announcements
- Static data actions for web service data actions integration removal
March 22, 2023
Communicate
- Transcription for Communicate voicemails
- Active speaker indicators
Contact Center
- Additional voice transcription accuracy improvements for Spanish
- Approve time-off requests based on agent hire date
- Evaluation source in evaluation cards
- Enhanced pagination control in analytics workspace views
- Queue Performance Summary chart view
- Metric values in views with duration statistics
- Transcription for Communicate voicemails
- Restricted access to details about predictive routing agents
- Delete a knowledge base
Deprecations and announcements
- Deprecation of select filters in Analytics API in Predictive Engagement
March 15, 2023
Contact Center
- Topic spotting improvement
- Extend after call work (ACW) timeout settings to digital channels
- Agent requested after call work (ACW) option
- After call work (ACW) analytics for callbacks improvement
- Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
- Genesys natural language understanding (NLU) improvements
Integrations
- Genesys AppFoundry improvements
Deprecations and announcements
- Static data actions for web service data actions integration
- Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation
March 8, 2023
Collaborate
- Set time to return to previous status after users disconnect and reconnect
Communicate
- US and Canada numbers available for Genesys Cloud Voice EMEA Regions
Contact center
- Introducing Genesys Cloud Background Assistant for screen recording with the web app
- Introducing regional storage for call recordings
- SSML support in Genesys Dialog Engine Bot Flows
- New Search endpoint
- New variables and improvements for scripts
- Improved do not contact (DNC) list functionality to support custom values
- Communicate call classification update
March 1, 2023
Contact center
- Introducing homescreen configuration for Messenger
- Knowledge articles in Messenger
- Agent Log-in Log-out report
- Status duration data for agents
- Analytics workspace improvements
- Delayed reaction triggers for process automation
Platform
- Hong Kong, Jakarta, and Paris satellite region deployment
Deprecations and announcements
- Mandatory US and Canada SMS/MMS registration
- Deprecation of select filters in Analytics API in Predictive Engagement postponement
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
- CIDR IP address range for cloud media services expansion
February 22, 2023
Communicate
- Require the WebRTC Media Helper
- WebHID technology for Jabra headsets re-enablement
Contact center
- Improved interval granularity for a specific time span during performance metrics exports
- Improved module scheduling
- Scorecard tab improvements in the agent activity view
Deprecations and announcements
- journeyCustomer cookie id from GDPR API subjects response deprecation
- Customer journey tab replacement
- Genesys legacy Dialog Engine deprecation
- Knowledge workbench V1 deprecation
February 15, 2023
Contact center
- Status metrics for multiple queues on Performance Dashboards
- Support for capitalization and punctuation in native voice transcription for English transcripts
- Improved sentiment analysis for English
- Knowledge workbench Dutch language support
Deprecations and announcements
- CIDR IP address range for cloud media services expansion postponement
- Canned reports deprecation date updates
February 8, 2023
Contact center
- Automatic knowledge surfacing with Genesys Agent Assist
- Cards and carousels in the CX digital agent workspace
- Images and email addresses as hyperlinks in knowledge base articles
- Jump to reusable tasks in Genesys Dialog Engine Bot Flows
- Encrypt and decrypt data in Architect flows
- Mine topics from messaging transcripts
- Intent miner German language support
February 1, 2023
Contact center
- Participant names and avatars in Genesys Messenger
- Sentiment data in Topic Trends views
Platform
- Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates
Deprecations and announcements
- Windows 8 and 8.1 support for the desktop app deprecation
- Identify Journey SDK method in Predictive Engagement deprecation
- API endpoint change for local key settings in recording service
January 25, 2023
Collaborate
- Control access to the /giphy chat command
Contact center
- Callback outcomes metrics
- Evaluation Assistance
- Evaluation, survey, and assessment form builder enhancements
- Additional voice transcription accuracy improvements for Spanish
Platform
- Solutions, subscription plans, licensing, and pricing from the Resource Center home page
Deprecations and announcements
- Deprecation of select filters in Analytics API in Predictive Engagement
January 18, 2023
Collaborate
- Video setting improvements
Contact center
- Introducing the Genesys Cloud EX license
- Online Agents count metric and Owned by Me filter for Performance Dashboards
- Multiple media type filter support in views and exports
Deprecations and announcements
- Identify Journey SDK method in Predictive Engagement deprecation
- OS Family attribute in Predictive Engagement
- CIDR IP address range for cloud media services expansion
January 11, 2023
Contact center
- Specify a default panel for agent interactions
- Conversation autostart for mobile platforms
- Extended voice transcription services text decoration support
- Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
- Improved voice transcription accuracy for Japanese
- Historical adherence bulk request
Deprecations and announcements
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
December 21, 2022
Contact center
- Co-browse for web messaging
- Automatic email signatures in canned responses
- Enhanced canned responses editor options
- Rich media in knowledge base articles
- Genesys Cloud native text-to-speech (TTS) French and Spanish support
Integrations
- Introducing the Google Cloud Speech-to-Text (STT) integration
- Microsoft Teams integration enhancements
Platform
- Single sign-on configuration enhancements
Deprecations and announcements
- OS Family attribute in Predictive Engagement
- Windows 7 support for the desktop app deprecation
- Canned reports deprecation date updates
- CIDR IP address range for cloud media services expansion postponement
December 14, 2022
Communicate
- WebHID technology for Jabra headsets
- Telephony administrator user interface updates
Contact center
- Genesys Agent Assist available in Genesys Cloud Embedded Clients
- Import and export knowledge base articles in additional formats
- No input timeout settings in Genesys Digital Bot Flows
- Call digital bot flows from Architect in-queue message flows
- Sentiment data in Agent Queue Detail and Queue Agent Detail views
- Topic spotting improvement
- Japanese programs, topics, and phrases support
- Usability improvements to messaging and email in the Transcript tab
- Genesys Cloud forecasting user interface updates
Deprecations and announcements
- Genesys Cloud SSO certificate expiry
- CIDR IP address range for cloud media services expansion
December 7, 2022
Communicate
- Ringtone options for web and desktop apps
Contact center
- Predictive routing queue impact report
- Limited details for interactions older than 1.5 years available in all regions
- Auto search for callbacks and outbound campaign calls in the Profile panel
- Offset parameter added in recording bulk job API
- Do Not Contact list endpoints for record removal
- Genesys Messenger support for Hebrew
- Tempo icon in Genesys Cloud
- Workforce management time-off plan accessibility improvements
- Knowledge workbench V2 accessibility improvements
Deprecations and announcements
- Microsoft Edge Legacy browser support deprecation
November 30, 2022
Contact center
- Introducing topic mining
- Historical shrinkage data
- Filter by topic dialect
- Work plan information in agent schedule views
- Messenger headless support
- Increased email size limit for custom AWS integrations
- Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
- Microsoft Azure Cognitive Services TTS in Architect secure flows
- Email configuration UI updates
November 16, 2022
Communicate
- Opt out of voicemail and replace system audio for the default Architect voicemail flow
Contact center
- Genesys Agent Assist in agent workspaces
- Delayed arrival notifications to supervisors in Genesys Tempo™
- Coaching appointment configuration improvement
- Improved voice transcription accuracy for Spanish
- Limited details for interactions older than 1.5 years available in select regions
Platform
- IP addresses for data actions integrations automatically allowed
November 9, 2022
Contact center
- 988 Suicide Hotline number plan available for all organizations
- Analyze feedback from the knowledge optimizer
- Google Cloud Dialogflow CX Resell integration in Architect secure flows
- Genesys Tempo™ employee access settings
November 2, 2022
Communicate
- International number plans as outbound routes changes
Contact center
- Introducing Genesys Cloud digital licenses
- Agentless email notifications
- Outbound email campaigns
- Delivery status receipts for outbound email campaigns
- Manage time zones for outbound email campaigns
- Increased email size limit for custom SMTP integrations
- New filters and columns in Content Search view
- AudioHook billing for active use only
- Cumulative uploads of external metrics for performance scorecards
Deprecations and announcements
- API endpoint change for local key settings in recording service
- CIDR IP address range for cloud media services expansion
October 26, 2022
Contact center
- Predictive routing benefit assessment for preferred agent routing
- Destination address dimension in Conversation Detail record
- Workforce management UI accessibility improvements
Deprecations
- API default profile change for gamification metrics
October 19, 2022
Contact center
- Analyze feedback from the knowledge workbench
- Hyperlinks in knowledge base articles
- Typing indicators available for Messenger Transport Mobile SDK
- Arabic voice transcription support
Deprecations
- Genesys Cloud SSO certificate expiry
- CIDR IP address range for cloud media services expansion
October 12, 2022
Contact center
- Single customer view powered by identity resolution available in all regions
- Introducing Genesys Enhanced Text-to-Speech integration
- Shift trading on iOS and Android devices
- Secure bot flows in Architect
- Audit log viewer for action maps
- Agent Locale Scripter variable for agent's chosen language
- Sentiment feedback, content search, and Interactions view icon updates
October 5, 2022
Contact center
Platform
- API Explorer refresh
- Updated Genesys Knowledge Network
September 28, 2022
Contact center
- Cards for bot conversations
- Carousels for bot conversations
- Manually assign waiting interactions
- Routing metrics added to Queue Agent Detail and Agents Queues Detail views
- Interactions views fax column and filter
- Microsoft Azure Cognitive Services text-to-speech (TTS) integration
Platform
- Improved user activity indicators
- Genesys Cloud subscription name updates
Deprecations
- API default profile change for gamification metrics postponement
September 21, 2022
Contact center
- Single customer view powered by identity resolution available in select regions
- Predictive Engagement outcome value configuration and reporting
- Extended voice transcription services
- Agent status widget improvements
- Web messaging image copy and paste
- Extend Bot Connecter PostUtterance response timeout
Platform
- Process automation triggers
September 14, 2022
Collaborate
- Video chat participant notifications
Contact center
- Introducing the Knowledge Performance dashboard
- My Interactions view for agents
- Genesys Messenger conversation auto-start
- Audience size estimator for action maps in Predictive Engagement
- Test regular expression slot types before implementation
- Nuance Mix integration in Architect secure flows
- Amazon Lex V2 bots in Architect secure flows
- Google Cloud Dialogflow CX bots in Architect secure flows
- Nuance TTS integration in Architect secure flows
- Genesys Enhanced TTS in Architect secure flows
- 988 Suicide Hotline number plan available with Genesys Cloud Voice
- Genesys Messenger support for Portuguese
- Intent miner French language support
September 7, 2022
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Queue administration user interface improvements
- Detected Topics gamification metric
- Set Content Template action type added to digital rules for outbound digital campaigns
Platform
- Google Fonts API usage change for GDPR compliance
August 31, 2022
Communicate
- Genesys Cloud WebRTC diagnostics app improvements
Contact center
- Genesys Digital Bot Flows
- SMS message delivery status
- Reset agent personal bests in gamification
- Genesys Dialog Engine Bot Flows support for Portuguese
- Improved voice transcription accuracy for Dutch
Integrations
- Cross-region export option for AWS S3 recording bulk actions integration
August 24, 2022
Contact center
- Introducing knowledge workbench version 2
- Optimize the knowledge base
- Introducing support center
- Knowledge workbench version 2, knowledge optimizer, and support center language search support
- Interaction data retention time improvement
August 17, 2022
Contact center
- List variables for agent script designers
- Web messaging typing indicators setting
Deprecations
- Windows 7 support for the desktop app deprecation
- Website visitor count API change
August 10, 2022
Contact center
- Copy a development and feedback module
- Genesys Beyond module enhancements
- Configure setting to reduce latency of transcripts sent through Notifications API
- Messenger Transport Mobile SDK
- Use self-managed AWS Key Management Service for conversation data encryption
Platform
- South America (São Paulo) region deployment
Deprecations
- Microsoft Edge Legacy browser support deprecation
- Website visitor count API change
August 3, 2022
Contact center
- Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
- Custom payload for Google Cloud Dialogflow speech models
- Analyze predictive routing decisions
- Dynamic contact list sorting during a running campaign
Platform
- Improved phone number validation in Directory profiles
July 27, 2022
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Genesys Dialog Engine Bot Flow Insights and Optimizations menu
Integrations
- Introducing Genesys Cloud for Microsoft Teams
Platform
- Windows 11 support for the desktop app
July 20, 2022
Contact center
- Skill expression groups available in select regions
- Pre-contact and post-contact rule sets for outbound digital campaigns
- System Dispositions condition type added to call rules for outbound dialing campaigns
- Cover art for development and feedback modules
- Query historical adherence data via GET request for workforce management
July 13, 2022
Collaborate
- Genesys Cloud video chat setting improvements
Communicate
- Introducing BYOC Premises Customer Hardware Solution
- Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
Contact center
- Topic trends summary and detail views
- Agent ACD skills and language proficiency routing improvement
- Improved default program list in speech and text analytics settings
- Japanese voice transcription support
Deprecations
- Website visitor count API change
July 6, 2022
Contact center
- Introducing contact center work teams
- Predictive routing queue detail report
- External metrics for performance scorecards
- Topics and sentiment metrics consolidation
- Amazon Lex integration in Canada (Central) AWS region
Integrations
- SMTP server integration email error notifications to agents
June 29, 2022
Platform
- Automatically log out inactive users
Communicate
- Introducing Global Media Fabric
- LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
- New Poly CCX supported phones
Contact center
- Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
- Improved module assignment workflow
- Adjust wrap-up codes and notes using the API
June 22, 2022
Contact center
- Reset and reassign development and feedback modules
- Interaction evaluation form version tracking
- Blocked offer views for Predictive Engagement journey action maps
- Rich text formatting in bot messages
- Interactions UI improvement
- Intent miner Spanish language support
- Web chat widget support for Google Fonts
Deprecations
- Canned reports deprecation
- API default profile change for gamification metrics
June 15, 2022
Contact center
- Improved wait time for call recording download and playback
- Prioritize order of performance and development information in Agent activity view
- Amazon Lex integration in Asia Pacific (Tokyo) AWS region
Deprecations
- Bridge integrations deprecation
- Website visitor count API change
June 8, 2022
Contact center
- Workforce management forecast modification limit increase
Integrations
- Google Cloud Dialogflow CX Resell available in AppFoundry
Platform
- Optionally disable built-in application authorizations
June 1, 2022
Contact center
- Korean programs, topics, and phrases support
Integrations
- Use trigger endpoint with Google Cloud Function data actions
May 25, 2022
Communicate
- Use Genesys Cloud desktop app to run WebRTC Media Helper
Contact center
- Agentless WhatsApp notifications
- Define gamification profile metrics for media type and queue
- Assessment data in agent development views
- Additional customer information in Queues Activity Detail view
Platform
- Developer tools refresh
May 18, 2022
Contact center
- Introducing AudioHook Monitor
- Mandatory US and Canada SMS toll-free number verification
- Retrieve estimated wait times for different media types in Architect flows
- Use random functions in Architect decision actions
- Parity in agent performance views with agent metrics reports
- Export and import forecast in user-selected time zone for workforce management
- Secure pause recordings when not a conversation participant in Conversations API
Platform
- Enable automatic capture of console logs for troubleshooting
Deprecations
- Agent interaction UI collapse/expand control removal
May 11, 2022
Communicate
- Introducing hybrid telephony connections
Contact center
- Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
- Recycle a digital campaign
- Enhanced customer journey view for Predictive Engagement administrators
- Shrinkage Reporting API for workforce management
- Ability to provide feedback to sentiment analysis in French dialects
- Dutch programs, topics, and phrases support
Integrations
- Amazon EventBridge topic for wrap-up codes
- Amazon EventBridge topics for external contacts and after call work events
Platform
- Updated icons in the Genesys Cloud UI
May 4, 2022
Contact center
- Workforce management agent schedule enhancements
- Expanded inbound MMS support for SMS messages
- Outbound MMS support for SMS messages
- DNC.com integration for Do Not Contact lists enhancements
- Performance report for queues with predictive routing
- Ability to remove PII from voicemail and fax notifications
Integrations
- Amazon EventBridge topics for conversation and flow metrics
Platform
- API usage report
- CX as Code support for Architect flows
- Genesys Cloud fair use policy documentation improvement
Deprecations
- Deprecation of workforce management time-off requests for non-consecutive days
April 27, 2022
Contact center
- Authenticated web messaging
- ”Bring your own keys” for recording encryption
- SSML support for language capabilities in Genesys Dialog Engine Bot Flows
- Toll-free number and long code support in NANP for outbound SMS campaigns
- Map secondary presence statuses to workforce management activity codes
- Workforce management view adherence permission
Deprecations
- Workforce management adherence permission change
April 20, 2022
Contact center
- Filter interaction transcripts by detected topics in Content Search view
- Audit log viewer for workforce management time-off limits and time-off plans
April 13, 2022
Contact center
- Additional learning and coaching permissions for supervisor and administrator roles
Deprecations
- Website visitor count API change
April 6, 2022
Communicate
- Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)
Contact center
- Inline images in canned responses
- Ability to disable call analysis and answering machine detection
- Email, message, and chat transcript enhancements
- Configure workforce management activities as interruptible for coaching
Deprecations
- Workforce management adherence permission change
March 30, 2022
Contact center
- Predictive routing for email interactions
- Predictive routing for message interactions
- Coaching UI improvements
- Coaching and learning by division access
- Architect Flush Audio action
- Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
- Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish
Platform
- The Developer Center has a new look
- Introducing Developer Center Notifications Monitor
Deprecations
- Deprecation of workforce management time off requests for non-consecutive days
March 23, 2022
Contact center
- Introducing analytics workspace
- Average Hold Handled and ACW Handled columns in Performance views
- Improved customer sentiment scoring
- Workforce management import service enhancement
- Configurable Messenger position for web messaging
- Web messaging delivery status notifications
- Campaign and campaign sequence schedule improvements
Platform
- US East 2 (Ohio) region deployment
Deprecations
- Agent interaction UI collapse/expand control removal
March 16, 2022
Contact center
- Introducing Architect in-queue flow support for digital flows
- Architect data table permission enhancements
- Customize inbound message flow based on action map
- Assign to me option for quality management evaluation assignment
- Portugal Portuguese voice transcription support
- Portugal Portuguese programs, topics, and phrases support
March 9, 2022
Contact center
- Introducing Architect built-in voicemail flow
- Flow milestone views and flow outcomes and performance view updates
- Scheduled Callbacks view improvements
- Expanded workforce management audit log details
- View the creation date and time of a schedule or forecast
- Inspirational quotes replacement
Integrations
- Maximum instances per organization for Amazon EventBridge integration
Deprecations
- Horizontal script panel in agent interaction UI removal
- Workforce management adherence permission change
March 2, 2022
Contact center
- Content offers on Predictive Engagement single snippet
February 23, 2022
Platform
- Genesys Cloud offer packaging and pricing changes
- BYOC Cloud pricing model changes
- Fair use voice transcription pricing changes
Contact center
- Agent-owned callback requests and Scheduled Callbacks view
- Skill matching for predictive routing
- Dutch and Korean voice transcription view and search support
Deprecations
- Architect Get Journey Sessions by customer action removal
February 16, 2022
Contact center
- Workforce management adherence reporting usability enhancements
- Not Responding filter and columns in Interactions views
February 9, 2022
Contact center
- Introducing Agent Assist in select regions
- Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
- Workforce management shifts and shift history management enhancements
- Update ACD and language skills on an interaction in a queue with Routing API
Deprecations
- Workforce management time-off requests for non-consecutive days deprecation
February 2, 2022
Contact center
- Limited PII masking in Performance views and exports
- Access to agent management across divisions
- Manually assign interactions across queues
- Polish programs, topics, and phrases support
Deprecations
- API endpoint change for supported topic spotting dialects
January 26, 2022
Collaborate
- Collaborate chat improvement
Communicate
- Customize caller ID information with prioritized caller selection
Contact center
- Create workforce management schedules without a forecast
- Workforce management schedule validation error severity enhancement
- Simplified recording and quality policy configuration
- Evaluation summary in agent activity view
Integrations
- Automatic log out of single sign-on provider
January 19, 2022
Contact center
- Redesigned roster in agent interaction UI
- Performance views for Predictive Engagement action maps, segments, and outcomes
- Set skills and interaction priority in Architect in-queue flows
- Audit log viewer for workforce management time-off requests and shift trades
Integrations
- Delete data actions support
Deprecations
- Architect Get Journey Sessions by Customer action removal
January 12, 2022
Contact center
- Access control enhancement for call recording segments
Deprecations
- Workforce management adherence permission change
December 22, 2021
Communicate
- EMEA numbers available for Genesys Cloud Voice US and Canada
Integrations
- Introducing the Amazon EventBridge integration
- Introducing the Nuance Mix integration for voice and digital flows
Deprecations
- Agent interaction UI collapse/expand control removal
- Horizontal script panel in agent interaction UI removal
- Workforce management historical data import service JSON format endpoint deprecation
December 15, 2021
Communicate
- Telephony terminology changes
Contact center
- Send custom attributes with web messages
- Agentless Notification API enhancement for SMS and open messaging
- Analytics Detail Events for the EventBridge integration
- Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions
Integrations
- Salesforce Omni-Channel chat routing in Genesys Cloud
Platform
- CX as Code
December 8, 2021
Contact center
- Voice interaction coaching and monitoring
- Data actions as a voice campaign pre-call or post-call rule action
- Automatic bot responses
- Assign flow outcome within divisions
- Sentiment score metric added to Transcripts Aggregate API
- Polish voice transcription support
Deprecations
- Workforce management adherence permission change
- API endpoint change for supported topic spotting dialects
December 1, 2021
Contact center
- Quick replies for WhatsApp messaging
- Custom gamification profiles
- Workforce Engagement Management add on subscription expansion of functionality and billing change
November 17, 2021
Contact center
- Time-off enhancements for workforce management
- Ensemble model and Theta method for workforce management automatic best method forecasting
- Additional columns and filter in Queues Performance views
- Additional recording and evaluation filters and columns in Interactions view
- Development Aggregate API for development and feedback modules
- Additional French sentiment analysis support
- Screen recording download permission
November 10, 2021
Contact center
- Bot Performance views
- Routing detail columns in Performance views
- Open messaging API enhancements
Integrations
- Add non-E.164 number to Other Phone field for collaboration integrations
Deprecations
- Recording Service API metadata endpoint annotation deprecation
November 3, 2021
Contact center
- Monitor ongoing value of predictive routing
- Sentiment analysis columns in Performance views
- Additional development and feedback modules for agents
Deprecations
- Collaborate call functionality on mobile devices deprecation
October 27, 2021
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Acoustic analysis information for voice interactions in the Details tab
- Ability to provide feedback to sentiment analysis
- Audience size estimator for action maps in Predictive Engagement
Deprecations
- Max Calls replacement for BYOC Cloud trunks
- Collaborate call functionality on mobile devices deprecation postponement
October 20, 2021
Contact center
- Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
- Fair use voice transcription charges
Platform
- Cape Town Africa satellite region deployment
October 13, 2021
Contact center
- Inbound and outbound file attachment support for third-party messaging and open messaging
- Automatic time zone mapping enhancement for outbound campaigns
- Audit events in Learning and Coaching APIs
Deprecations
- Collaborate call functionality on mobile devices deprecation postponement
October 6, 2021
Contact center
- Introducing Google Cloud Dialogflow CX integration for call and message flows
- Global slot enhancement in Genesys Dialog Engine Bot Flows
- Filter by queues in My Queues Activity view
- Improved voice transcription accuracy for Spanish language regions
- Messaging file URL change
Platform
- Control agent transfer ability based on division membership
September 29, 2021
Contact center
- Add quick replies to Genesys Dialog Engine Bot Flows
- Spanish sentiment analysis support for digital interactions
Platform
- Developer Center content change log
September 22, 2021
Contact center
- Global barge-in configuration in Genesys Dialog Engine Bot Flows
- Alerting column in Performance Dashboards and Queue Activity views
Platform
- Automatically backfill roles with new permissions
- Genesys Customer Care pairing
September 15, 2021
Contact center
- Introducing quick replies for message interactions
- Arabic right to left support for web messaging
- Topics added to transcript search API
September 8, 2021
Contact center
- Channel switching in agent interaction UI
- Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
- Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
- Filter interaction transcripts by customer sentiment score and trend in Content Search view
- Audit log viewer for workforce management historical imports
September 1, 2021
Collaborate
- Content management file sharing URL change
Communicate
- SRV record support for TLS for BYOC Cloud trunks
Contact center
- Assign Google Dialogflow bot events for canceled interactions
- France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
- Email reply enhancement
Platform
- Cape Town Africa satellite region deployment
- Assign schedules, schedule groups, and call routing objects within divisions
- Standardized client SDK logging and configuration
Deprecations
- API endpoint change for supported topic spotting dialects
August 25, 2021
Communicate
- Conversation header support for BYOC Cloud trunks
- DID number port increase for Genesys Cloud Voice
Contact center
- Update ACD and language skills on an interaction in a queue with Routing API
Platform
- Assign data tables within divisions
Deprecations
- Max Calls replacement for BYOC Cloud trunks
August 18, 2021
Contact center
- Introducing knowledge workbench
- Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
- External tag filter for interactions in Performance views
- Filter digital interactions by media type in Content Search view
- Access workforce management in forecasting historical data via API
Platform
- Proof Key for Code Exchange grant for OAuth 2 authorization
August 11, 2021
Communicate
- Call history enhancements to mobile devices
Contact center
- Introducing web messaging
- Introducing Genesys Bot Connector
- Expiration date for DNC lists
- Improved accessibility for ACD voice interactions
Platform
- Developer Blueprints for custom integrations
Deprecations
- Quality Management Audit API change
- Journey Reporting Service decommission
August 4, 2021
Contact center
- Evaluation window UI improvements
- Additional development and feedback modules in Learning API
Platform
- Enforce index search for divisions
July 28, 2021
Contact center
- Interaction details and transcript UI improvements
- Subscribe to transcripts through Notifications API
- Journey aggregate query API for non-offered action states enhancement
Platform
- Audit log viewer enhancement
- Developer Guides
Deprecations
- Skype for Business integration deprecation
- Recording Service API metadata endpoint annotation deprecation
- Journey JavaScript SDK specific mappable customer traits deprecation
- Journey Reporting Service decommission postponement
July 21, 2021
Contact center
- Introducing intent miner
Integrations
- SSE-KMS support for AWS S3 recording bulk actions integration
Platform
- Disable Directory navigation
July 14, 2021
Collaborate
- Video chat enhancements
Contact center
- Introducing open messaging
- Gamification leaderboard scope and reporting intervals customization
- Enhanced agent workforce management schedule views in Genesys Tempo mobile application
Integrations
- Introducing the Zoom Meetings integration
- Salesforce Omni-Channel chat routing in Genesys Cloud
Deprecations
- Collaborate call functionality on mobile devices deprecation
- Journey JavaScript SDK specific mappable customer traits deprecation postponement
July 7, 2021
Contact center
- Audit log viewer for workforce management forecasts
June 30, 2021
Communicate
- Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)
Contact center
- Use Architect prompts in Google Dialogflow bots
Platform
- Virtual Desktop Infrastructure
Deprecations
- Journey Reporting Service decommission
- Genesys Cloud Ruby SDK deprecation
June 23, 2021
Contact center
- Introducing predictive routing
- Agent development views for development and feedback modules and coaching appointments
- Voice coaching API for call monitoring
June 16, 2021
Communicate
- WebRTC Media Helper for VDI environment
Contact center
- Introducing Architect common module flows
- Permission to activate and deactivate queue membership
- New custom actions and usability improvements for script designers
- Caller ID and caller name specification on Callback API
- Bring Your Own Technology (BYOT) billing changes
Deprecations
- Facebook Messenger HUMAN_AGENT message tag deprecation
- Predictive Engagement outcome limitation change
- Topics and programs audit events name change
June 9, 2021
Communicate
- User to User Information (UUI) enhancement for remote stations
- DTMF support in active calls
Contact center
- Audit trail improvements in Interaction Details view
- Improved agent external contacts experience
- New audio alert for non-voice interactions
Platform
- Genesys Cloud Command Line (CLI) enhancements
June 2, 2021
Contact center
- Introducing the Amazon Lex V2 integration with Architect flows
- Increased routing duration for bullseye and preferred agent methods
- Out-of-the-box topics for speech and text analytics
- Improved voice transcription accuracy for English language regions
May 26, 2021
Contact center
- Introducing Architect flow outcome milestones
- View bot flow utterance history
- Enhancements to workforce management forecasts
Deprecations
- Incoming non-voice interaction alert ringtone change
- Reduced data retention period for journey history change
May 19, 2021
Contact center
- Add external links for coaching appointments
- View participant data attributes in the interaction detail page
- Audit log viewer for workforce management schedules and work plans
Deprecations
- Journey JavaScript SDK specific mappable customer traits deprecation
- Predictive Engagement webhooks deprecation
- Reduced data retention period for journey history postponement
- Predictive Engagement outcome limitation change postponement
May 12, 2021
Contact center
- Amazon Polly Neural TTS Voices support
- Returned results count from Analytics API endpoint Elasticsearch queries
- Spain Spanish, South African English, and Indian English programs, topics, and phrases support
May 5, 2021
Communicate
- Search for external contacts and organizations on mobile devices
Contact center
- Topic manager and topic spotting support for queues and flows
- Configurable messaging threading timeline
- Export Architect flows in YAML format
- External contacts bulk APIs for notes and relationships
- Journey aggregate query API for non-offered action states
Deprecations
- CIDR IP address range for cloud media services change completed
April 28, 2021
Contact center
- New columns in Interactions view
- Coaching added to WEM Upgrade subscriptions
Deprecations
- Coaching permissions change
- Keyword spotting endpoints deprecation
- CIDR IP address range for cloud media services change
April 21, 2021
Contact center
- Introducing development and feedback modules for agents
- Gamification start date selection
- Transcripts Aggregate API for detected topics
- Transcript search API enhancements
Integrations
- Multiple certificates for single sign-on providers
Deprecations
- Predictive Engagement outcome limitation change
- CIDR IP address range for cloud media services change
April 14, 2021
Platform
- Asia Pacific (Mumbai) region deployment
Deprecations
- CIDR IP address range for cloud media services change
April 7, 2021
Contact center
- New location for quality management evaluations and surveys
- Additional Spanish sentiment analysis support
Platform
- Developer Center refresh
Deprecations
- CIDR IP address range for cloud media service change
March 31, 2021
Communicate
- Custom SIP response code for maximum call setting in trunk configurations
Contact center
- New queue configuration tabs
- Manually assign waiting interactions in a queue
Integrations
- Okta for Genesys Cloud SCIM
Deprecations
- Coaching permissions change
- CIDR IP address range for cloud media service change
March 24, 2021
Contact center
- Acoustic analysis information in Transcript URL API
Deprecations
- CIDR IP address range for cloud media service change
- Topics and programs audit events name change
- Quality Management Audit API change
March 17, 2021
Platform
- The Resource Center has a new look
- Command-line interface for Genesys Cloud administration
Contact center
- Scheduled Exports for Performance views
- Adjust waiting interactions priority with Routing Conversations API
March 10, 2021
Contact center
- Increased maximum wait time in Architect email and message flows
- Operational bot reporting API
- External Contacts bulk API
Platform
- Full support for Microsoft Edge Chromium
- Genesys Cloud HTTP cookies
Deprecations
- CIDR IP address range for cloud media services change
March 3, 2021
Contact center
- Content Search view for voice transcripts
- Search interactions for SIP signaling information for all regions
- Route voice interactions based on external contact information
- Record ACD agent consult calls
- Screen recording limit increase
February 24, 2021
Contact center
- Introducing Architect Dialog Engine bot flows
- Introducing performance management and gamification
- Track agent attrition
- View historical data within workforce management best method forecasts
- Introducing historical data import for workforce management best method forecasting
- New Adobe Experience Platform Launch extension for Predictive Engagement
Deprecations
- CIDR IP address range for cloud media services change
February 17, 2021
Communicate
- Make and receive WebRTC calls on Android devices
Contact center
- Search interactions for SIP signaling information for selected regions
- Agent evaluation comment indicator
- Call recording playback and transcription synchronization
- Voice transcription support for BYOC Premises
- Frequency capping on Predictive Engagement web action offers
Integrations
- AWS Lambda data actions integration enhancement
Deprecations
- Predictive Engagement webhooks deprecation
- Journey history data retention period change
February 10, 2021
Communicate
- BYOC Cloud custom SIP headers for improved carrier interoperability
- Extended maintenance window for cloud-based Edge updates
Contact center
- Introducing programs, topics, and phrases for speech and text analytics
- US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
- Coaching appointment scheduling with workforce management
- Receive agent workforce management schedule and time off request notifications on iOS and Android devices
Integrations
- Introducing the Zoom Phone integration
Deprecations
- Replace call with voice in Sentiment Aggregates API change
February 3, 2021
Contact center
- Spain Spanish, German, South African English, and Indian English voice transcription support
Deprecations
- CIDR IP address range for cloud media services change
- Create Site API call attribute requirement change
January 27, 2021
Communicate
- Make and receive WebRTC calls on iPhones
Contact center
- Scheduled Callbacks view usability enhancements
- Export view data advanced options
- Analytics Aggregates API for sentiment analysis on digital interactions
Platform
- Restore deleted OAuth clients
- Set Collaborate chat message retention
January 20, 2021
Contact center
- Workforce management work plan validation enhancements
- France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support
January 13, 2021
Communicate
- DID and toll-free number management enhancements
Contact center
- Sentiment analysis for digital interactions
- Voice transcription enhancement in speech and text analytics API
- Undo or redo changes to a workforce management work plan
- Genesys Predictive Engagement rebranding
Deprecations
- Export Media Types and Role real-time columns data into .csv files deprecation
- Limit journey and interaction history for external contacts and organizations to 365 days deprecation
December 16, 2020
Contact center
- Queues Activity Detail view usability improvement
- Performance Dashboards enhancement
- Voice transcription search improvements
- Predictive Engagement integration with Adobe Analytics
- Chat emoji enhancement
- Canned responses editor improvement
Deprecations
- Analytics User Detail Endpoint API query interval change
- Analytics Conversation Detail Endpoint API query interval change
- Limit journey and interaction history for external contacts and organizations to 365 days postponement
December 9, 2020
Platform
- Clone a user in an authorized organization enhancement
Communicate
- Identify assigned phone numbers
Contact center
- Enhancements to the workforce management rescheduling process
- Improved estimated wait time calculation
- Turn off evaluation form question group weights
Deprecations
- Replace call with voice in Sentiment Aggregates API change
- Analytics Conversation Detail Endpoint API maximum record per query change
- Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
- Analytics User Detail Endpoint API query interval change postponement
- Analytics Conversation Detail Endpoint API query interval change postponement
December 2, 2020
Communicate
- Genesys Cloud Voice in Austria, Poland, and Portugal
- BYOC Cloud certificate renewal
Contact center
- Granular permissions for scheduling, call routing, and emergencies
- Performance dashboards enhancements
- New columns in agent views
- Journey aggregate query enhancement in Analytics API
November 18, 2020
Contact center
- Agent-owned records for preview campaigns
- Speech and text analytics settings improvement
- Service level calculation enhancement
- Access partial availability time stamp in Analytics API
- Interactions panel improvement
Platform
- Release Notes now include feature subscriptions
November 4, 2020
Communicate
- CIDR IP address range for cloud media services
Contact center
- Genesys Virtual Agent Services available in the AppFoundry
- Bot versioning in Genesys Dialog Engine
Platform
- Genesys Cloud rebranding update
Deprecations
- Screen recording policy changes for Genesys Cloud 2 users
- Create Site API call attribute requirement change
- Bridge server deprecation update
- CIC data connector deprecation update
October 28, 2020
Contact center
- Introducing workforce management work plan rotations
- Add an interaction to an existing coaching appointment
- Interaction’s detail page improvements
- WEM add-on price reduction
- Routing Used filter and column in Performance views
- Provider filter in Performance views
Deprecations
- Screen recording policy changes for Genesys Cloud 2 users postponement
October 21, 2020
Communicate
- Additional Force TURN IP addresses now available
Contact center
- Content templates for messaging campaigns
October 14, 2020
Communicate
- Configure beep tones for line recording
Contact center
- Email Performance view reports
- Analytics Aggregates Endpoint API for sentiment analysis
Integrations
- Introducing the Microsoft Teams integration
Platform
- Disable Collaborate video
Deprecations
- Limit interaction history for external contacts and organizations to 30 days deprecation
- Default word confidence change in speech and text analytics settings
October 7, 2020
Contact center
- Workforce management planning group improvements
- View agent development activities using APIs
Integrations
- Interaction widgets for client application integrations
Deprecations
- Screen recording policy changes for Genesys Cloud 2 users
September 30, 2020
Communicate
- Geo-Lookup TURN for WebRTC implementations
Contact center
- Download individual non-voice interaction recordings
- View agent workforce management schedules on iOS devices
- Sync workforce management schedules to external calendars with QR codes
- Pass data between Genesys Cloud and Google Dialogflow
- Long code support for outbound SMS campaigns
- Save and dial non-E.164 numbers for external contacts
Platform
- Desktop applications have a new name
Deprecations
- Genesys Cloud Ruby SDK deprecation
September 23, 2020
Contact center
- Introducing sentiment analysis
- Enhanced player on interaction detail page
- Richer customer journey context for agents
- Business hours scheduling for Predictive Engagement web chats
- Change history log for Predictive Engagement
- Configurable default prompts in Genesys Dialog Engine
Integrations
- IP addresses for emails sent using the custom SMTP server integration
Deprecations
- Export Media Types and Role real-time columns data into .csv files deprecation
September 16, 2020
Contact center
- Multi-monitor screen recording
- Manually assign waiting interactions to agents using APIs
- Evaluation form question group weight changes
September 9, 2020
Communicate
- Force TURN additional IP addresses
Contact center
- Create Architect flows from YAML files
- Build custom PDF reports from Performance views
Deprecations
- Analytics User Detail Endpoint API query interval change
- Analytics Conversation Detail Endpoint API query interval change
- Analytics Conversation Detail Endpoint API maximum record per query change
September 2, 2020
Communicate
- BYOC Cloud rate decrease
- BYOC Cloud is PCI DSS-compliant
Contact center
- Speech and text analytics settings
- Coaching appointment aggregates API
- Date and time slot type enhancements in Genesys Dialog Engine
August 26, 2020
Contact center
- UK English and Australian English voice transcription support
- View an agent’s secondary status in select views
- Contact list filters for messaging campaigns
- Export skill and language group queue metrics in Queues Performance Detail view
Integrations
- Introducing Genesys Cloud for Salesforce SDK
Platform
- The Resource Center has a new name
August 19, 2020
Contact center
- Introducing voice transcription
- View workforce management schedule changes with the audit log viewer
- Third-party text-to-speech (TTS) engines for bot integrations
- Configure intent disambiguation in Genesys Dialog Engine
- Agent toolbar usability improvement
Deprecations
- Internet Explorer support for Genesys Cloud embedded client deprecation
August 12, 2020
Platform
- External Contacts Scanning API
Deprecations
- Skype for Business integration deprecation
August 5, 2020
Contact center
- Limit on number of exported entities in aggregate Performance views
Integrations
- Introducing Google data actions integration
Platform
- View organization configuration changes with audit log viewer
July 29, 2020
Communicate
- Port DID number management enhancement for Genesys Cloud Voice
Contact center
- View agent workforce management schedules on Android devices
- Google Dialogflow integration in Architect chat and messaging flows
- Digital flow support for Flow Performance views
- New filters for Flow Performance views
- Performance Dashboards enhancement
Deprecations
- TLS 1.1 protocol deprecation removal
July 22, 2020
Contact center
- Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
- Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
- Genesys Dialog Engine pricing
- Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
- Last-used queue for outbound interactions
July 15, 2020
Communicate
- DID and toll-free number management enhancements
Contact center
- External Calling dialing mode for outbound campaigns
- Reset Performance views to default settings
- Filter by multiple items in Performance views
- Filter by skills and languages in Skills Performance view
- Launch workflows from the Architect API
- Contact verification and interaction history enhancements for all regions
July 8, 2020
Contact center
- ACD email message threading limit change
- Contact verification and interaction history enhancements for additional selected regions
Integrations
- Single sign-on integration enhancement
Platform
- Journey JavaScript SDK enhancement for refined tracking and segmentation
July 1, 2020
Communicate
- TLS transport protocol for BYOC Cloud trunks
- Force TURN for WebRTC implementations
- Network capture for troubleshooting
Contact center
- Google Dialogflow environments for an Architect flow
- New Date Span options for Metric widgets in Performance Dashboards
- Supervisor actions in Agent Status widget in Performance Dashboards
- Contact verification and interaction history enhancements for additional selected regions
Deprecations
- Long polling for Genesys Cloud clients and network configurations deprecation removal
- Data sync connector deprecation update
- Web services data dip connector deprecation update
June 24, 2020
Contact center
- Contact verification and interaction history enhancements for selected regions
- Add Workforce Engagement Management to subscriptions
- Template messages for agents using WhatsApp
- Increased limit for Agent Performance views filters
- Digital flow outcome functionality in Architect and Analytics API
- Assign Google Dialogflow bot events for non-responsive callers
- Barge-in functionality for Google Dialogflow enabled by default
Integrations
- Introducing Adobe data actions integration
- Introducing Adobe Experience Platform integration for profile lookup
Deprecations
- Screen recording, evaluations, and surveys permissions change
June 17, 2020
Contact center
- Introducing Nuance Text-to-Speech integration
- Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
- Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
- Get Journey Sessions by Customer action and Get Journey Session action in Architect
Deprecations
- Screen recording, evaluations, and surveys permissions change postponement
June 10, 2020
Communicate
- Genesys Cloud Voice in London
Contact center
- New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
- New filters in Skills and DNIS views
- New columns in Interactions view
- New filters in Interactions view
Platform
- New dimensions and metric in Analytics API
- Use a single grant type across regions for secure authentication
- Journey JavaScript SDK enhancement for refined tracking and segmentation
- Journey JavaScript SDK enhancement for web actions
June 3, 2020
Contact center
- Customize external contacts and organizations
- Status timer for agents
- Upload and preview images with content offers in Predictive Engagement
- Get Journey Outcome action and Get Journey Segment by ID action in Architect
May 27, 2020
Contact center
- Introducing coaching with quality management
- Add an agent’s workforce management schedule to an external calendar
May 20, 2020
Contact center
- Introducing outbound SMS campaigns
Platform
- Limit organization access to users with specified IP addresses
- Usage APIs for premium applications
Deprecations
- Long polling for Genesys Cloud clients and network configurations deprecation update
May 13, 2020
Contact center
- New columns in agent views
- New filters in agent views
- Fax enhancements
Deprecations
- TLS 1.1 protocol deprecation
May 6, 2020
Contact center
- Introducing improved workforce management features for all regions
- New inbound media columns and filters in Performance views
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
- Screen recording, evaluations, and surveys permissions change
Platform
- Genesys Cloud training moves to Genesys Beyond
April 29, 2020
Platform
- New AWS region deployments
- Refresh tokens for secure authentication
Communicate
- Genesys Cloud Voice availability for new AWS region
- BYOC Cloud availability for new AWS regions
Contact center
- Introducing improved workforce management features for selected regions
- Improved ACD messaging for Facebook Messenger
- Inbound MMS support for SMS messages
- Interrupt a Google Dialogflow agent in an Architect flow
Integrations
- SMTP server integration for outbound emails
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
- Contact center dashboard in Performance Overview menu deprecation removal
April 22, 2020
Contact center
- Protect recordings from deletion for legal hold directive
Platform
- AppFoundry enhancement for resellers
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation postponement
April 8, 2020
Contact center
- Introducing Architect workflows and Architect flow actions for Predictive Engagement
- Salesforce lead creation and campaign association with Predictive Engagement
- Add digital channels to subscriptions
- Reset an agent’s routing score after presence changes
- Scheduled Callbacks view permissions change
Deprecations
- ACD routing permissions change
April 1, 2020
Contact center
- Log an agent out of Genesys Cloud from agent views
- Disassociate an agent from a station
- Web chat widget support for accessibility
- Use * and # as terminating characters in Architect call flows
- New fonts and font sizes in ACD email
Platform
- Disable Collaborate chat
- Premium application purchase enhancements
Deprecations
- TLS 1.0 protocol deprecation removal
- ACD routing permissions change postponement
March 25, 2020
Contact center
- Amazon Lex integration in Asia Pacific (Sydney) AWS region
Platform
- Go SDK
Deprecations
- ACD routing permissions change postponement
- WFM forecasting After Call Work and Average Talk Time deprecation postponement
March 18, 2020
Contact center
- Search for columns and filters in Performance views
March 11, 2020
Deprecations
- Long polling for Genesys Cloud clients and network configurations deprecation postponement
March 4, 2020
Contact center
- Performance dashboards improvements
- Performance dashboards public option
- Filter for users by group in agents summary views
- Export view selected columns and order
- Configure utilization settings per agent or by organization
Deprecations
- Contact center view in Performance menu deprecation
February 19, 2020
Contact center
- Short code support for SMS messages
Platform
- New monitoring metric in Analytics API
Deprecations
- ACD routing permissions change
- WFM forecasting After Call Work and Average Talk Time deprecation
- TLS 1.0 protocol for data actions deprecation
- iOS Supervisor chat deprecation removal
February 12, 2020
Contact center
- Agentless SMS notifications
- SMS number purchase for countries that require supporting documentation
- Exclude IP addresses in Predictive Engagement web tracking
- New wrap-up code columns in agent interactions views
- Interactions views improvement
- Export view custom participant attributes
- Export view data locale setting
Integrations
- Azure Active Directory for Genesys Cloud SCIM
- Generic single sign-on provider
February 5, 2020
Communicate
- New Genesys and Polycom supported phones and firmware
Contact center
- Data tables enhancements
Integrations
- AWS S3 recording bulk actions integration
- OneLogin for Genesys Cloud SCIM
Platform
- Bulk export recordings in Recordings API
January 29, 2020
Contact center
- Predictive Engagement predictive engagement event pricing
- Genesys Cloud views usability enhancements
- Group voicemail flow outcome statistics in Flows Performance Summary view
- Bulk activate multiple agents for a queue in Queues Agents Detail view
- Export view data time value improvement
January 22, 2020
Contact center
- Blind transfer for voice interactions enhancement
Integrations
- Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
January 15, 2020
Contact center
- Predictive Engagement tracking in Single Page Applications
- Wallboard accounts to view Performance dashboards
- Genesys Cloud Voice support for outbound dialing modes in EMEA
January 8, 2020
Contact center
- Answering machine beep detection improvements for call analysis
Deprecations
- Classic Queues views deprecation removal
January 1, 2020
Platform
- Access audit events in Audits API
- Changed default alternate time dimension for evaluation aggregate queries
December 18, 2019
Contact center
- Predictive Engagement webhooks
- Export view group data metrics enhancement
- Improved evaluation scoring results
Platform
- OAuth scopes for applications
- Agent Details enhancement in Analytics API
Deprecations
- iOS Supervisor chat deprecation
- WebRTC signaling deprecation update
December 11, 2019
Contact center
- Predictive Engagement content offers
- Email message threads
Deprecations
- Bridge integrations deprecation postponement
December 4, 2019
Deprecations
- Internet Explorer 11 support for web app and Architect deprecation removal
November 27, 2019
Contact center
- View export data in Flow Destinations view
November 20, 2019
Contact center
- Speechmorphing third-party TTS engine integration
Deprecations
- WebRTC signaling deprecation
November 13, 2019
Contact center
- Service level calculation enhancement
- Apply Predictive Engagement action maps to webpages
November 6, 2019
Contact center
- Chat flow and chatbot support for web chat widget and Predictive Engagement
- Allowed domains for web chat
- Dynamically reference groups in Architect
- Dynamically reference user by email in Architect
- Export time value format option
- Add or copy activities to agent schedules
- Email inline images
- Email forwarding
Integrations
- IP addresses for outbound data action traffic
October 30, 2019
Communicate
- Genesys Cloud Voice in Norway
Contact center
- View export data in interactions and interactions detail views
- Inbound messaging channel routing for WhatsApp
- Dynamically reference skills in Architect
- Call history improvements
Integrations
- mTLS authentication for data actions
Platform
- New color scheme for Genesys Cloud
October 23, 2019
Contact center
- Call flow schedule decision actions in Architect
- API usage view
- Change agent status in agent views
Platform
- US West region deployment
October 16, 2019
Platform
- CCPA compliance
Deprecations
- Predictive Engagement smart tags deprecation removal
October 9, 2019
Contact center
- Introducing preferred agent routing
- Co-browse session improvements
Platform
- Organization settings improvement
October 2, 2019
Contact center
- Force Stop option for paused campaigns
September 25, 2019
Contact center
- IVR Flows Destinations view
- Queues Activity view improvements
- Queues Performance menu access update
Deprecations
- Classic Queues views deprecation
September 18, 2019
Communicate
- Add BYOC Cloud or Genesys Cloud Voice to existing subscription
Contact center
- Bulk delete recordings in Recordings API
- View evaluations update
September 11, 2019
Contact center
- SMS number purchase update
Platform
- iOS SDK
September 4, 2019
Contact center
- Assign evaluations per agent
- Busy audio signal in Architect data actions
- Conversation Detail Records enhancement in Analytics API
Platform
- Client account access updates
- GDPR API enhancement
August 28, 2019
Contact center
- Dynamically referenced queue ID in Architect
Deprecations
- Social channel management deprecation removal
August 21, 2019
Contact center
- Set Wrapup Code action enhancement in Architect
Integrations
- Genesys Cloud Embeddable Framework for private deployment
August 14, 2019
Communicate
- Genesys Cloud audio management improvement
Platform
- AppFoundry free trial offers for premium applications
- Bring Your Own Technology billing rates
Deprecations
- Classic Agents Performance views deprecation removal
- Social channel management deprecation postponement
August 7, 2019
Communicate
- Genesys Cloud Voice EMEA rate decrease
Contact center
- Increase timeout limit for Architect email and message flows
Integrations
- Amazon Lex integration for inbound web chat flows
July 31, 2019
Collaborate
- Import people enhancements
Contact center
- Introducing web chat flows in Architect
- Font change for Korean and Japanese language .pdf and .xls reports
Platform
- Release Notes in Genesys Cloud Admin UI
- Genesys Cloud Community Q&A show
Deprecations
- LinkedIn profile import deprecation and removal
July 24, 2019
Contact center
- Network connectivity alerts in interactions
- Language agnostic voicemail transfer in Architect
July 17, 2019
Communicate
- FCC USF contribution rate changes for Genesys Cloud Voice
Contact center
- Automatic time zone mapping overrides
July 10, 2019
Contact center
- New web chat widget
- Agent evaluation notifications in the inbox
Deprecations
- Social channel management deprecation postponement
July 3, 2019
Communicate
- Genesys Cloud Voice in Denmark
- BYOC Cloud rate decrease
Contact center
- Export data from Surveys views
- Data action rule conditions
June 19, 2019
Contact center
- Introducing workforce management shift trading
- Dynamically referenced users in Architect
- Spam email handling
- BCC email address field for outbound ACD emails
June 12, 2019
Deprecations
- Internet Explorer 11 support for Genesys Cloud web app deprecation postponement
June 5, 2019
Communicate
- Genesys Cloud Voice in Spain and Switzerland
Contact center
- Introducing Predictive Engagement
May 29, 2019
Platform
- Introducing Genesys Cloud SCIM
- Guest and agent chat APIs
Contact center
- Google Cloud third-party TTS engine integration
- Export data from IVR flow views
- Web chat deployment and documentation changes
Deprecations
- Internet Explorer 11 support for Genesys Cloud web app deprecation
May 22, 2019
Contact center
- IVR flow performance views
- IVR flow metrics in Analytics API
- Architect flow outcome functionality
- Architect menu move
- Workforce management short-term forecasting enhancement
Deprecations
- Classic agents performance views deprecation
- Agent dashboard deprecation
- Outbound campaign: Detailed attempt history report deprecation
May 15, 2019
Deprecations
- Auditing features in Documents deprecation
May 8, 2019
Contact center
- New Connection column in performance views
May 1, 2019
Contact center
- Interactions panel view improvements
- Agent script window improvements
April 24, 2019
Communicate
- Genesys Cloud Voice in Belgium and Finland
Contact center
- Architect collection values enhancement
- Agent script auto-save
- Service level calculation enhancement
April 17, 2019
Communicate
- Genesys Cloud Voice in Sweden
Contact center
- Real-time status columns in agents performance views
- Interaction countdown alert
April 10, 2019
Communicate
- Advanced microphone settings
Contact center
- Architect Transfer to voicemail enhancements
- Improved external contact search results for web chat
April 3, 2019
Communicate
- Release Link Transfer operation for external trunks
Contact center
- Conversation detail records enhancement in Analytics API
Deprecations
- Social channel management deprecation
March 27, 2019
Contact center
- Introducing third-party TTS engine integrations
- Queue Activity Detail view improvements
- New columns and filters in analytics views
- Screen share improvement
March 20, 2019
Contact center
- Web-based surveys
- Filter interaction history
March 13, 2019
Platform
- Access control for all regions
- Assign roles to a group
March 6, 2019
Communicate
- TCP transport protocol for BYOC Cloud trunks
Contact center
- Performance Dashboards
- Queue query enhancement in Analytics API
- Configure multiple ACD messaging integrations per channel
- Change the default country code for phone numbers
- Improved fax support for external contacts
Deprecations
- Genesys Cloud Bridge integrations deprecation FAQs
February 27, 2019
Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
February 20, 2019
Platform
- Introducing access control for select regions
Communicate
- Genesys Cloud Voice in Germany
Contact center
- Message delivery status notifications
February 13, 2019
Contact center
- Canned substitutions localization change
February 6, 2019
Platform
- Authenticate with single sign-on only
- Developer Center usability enhancements
Communicate
- Genesys Cloud audio management improvements
- Support for basic call controls on commonly used headsets
- Genesys Cloud Edge bandwidth calculator enhancements
Contact center
- Queues activity views improvements
January 30, 2019
Contact center
- Dialer Campaign Detailed Attempt History report
January 23, 2019
Contact center
- MOS scores for voice interactions
- Send Response action in Architect message flows
- Genesys Cloud scheduling enhancements
- Dutch TTS and ASR language support
- Image component enhancement for scripts
Integrations
- Amazon Lex integration for inbound message flows
January 16, 2019
Communicate
- Genesys Cloud Voice rate decrease
Contact center
- My Performance views for agents
January 2, 2019
Contact center
- New queues detail views
- Queues view redirects to Queues Performance Summary view
- Activate Queues panel enhancements
December 26, 2018
Contact center
- ACD messaging channel conversation rate decrease
December 19, 2018
Platform
- Restrict Genesys Cloud embedding security enhancement
Contact center
- Dynamically referenced queues in Architect
- DNIS-based analytics views
- Export data from DNIS performance views
December 12, 2018
Contact center
- Outbound SMS on behalf of a queue
- External contact search for messaging channels
- Change agent’s status in Queues Activity Detail view
- View export for Agents Queues Detail view
December 5, 2018
Collaborate
- Mobile badge notifications
Communicate
- Improved WebRTC connection times with Trickle ICE
Contact center
- New transfer metrics in the Analytics API
- Historical adherence in the schedule editor
November 28, 2018
Contact center
- Improved Queue Observation API metrics in Queues Activity views
- Export data from agents evaluation views
- Export data from Abandon Intervals Metrics view
November 21, 2018
Contact center
- Co-browse with Shift JIS encoding
November 14, 2018
Contact center
- IVR dynamically referenced prompts in Architect
- New wrap-up code views
- Export data from wrap-up code views
- Export data from agents summary status views
- In-progress view export improvements
October 31, 2018
Platform
- Developer forum announcements
Communicate
- BYOC Cloud trunk support for TGRP and DNIS
- PBX passthrough for BYOC Cloud trunks
Contact center
- New metrics for agent and queue performance views
- Additional handle time metrics in the Analytics API
- New outbound call metrics in the Analytics API
October 24, 2018
Contact center
- Italian TTS and ASR language support
- Delete all contacts in a contact list API call
- Agent schedule change notifications
October 17, 2018
Contact center
- Call analysis region support for Costa Rica, Ecuador, and Nicaragua
October 3, 2018
Contact center
- Export data from skills performance views
Integrations
- AWS Lambda data actions integration
September 26, 2018
Platform
- Unified search across Genesys Cloud sites
September 12, 2018
Contact center
- Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
- Workforce management agent scheduling enhancements
- Run Now option on reports page
September 5, 2018
Contact center
- View export for Agents Performance and Queue Performance Detail aggregate views
August 29, 2018
Platform
- Turn off file uploading in chats
Contact center
- Skill configuration for third party emails in Architect
- Script display enhancement
August 22, 2018
Platform
- Introducing Features coming soon
Contact center
- Advanced workforce management short-term forecasting techniques
- Granular permission set in Architect
- Access Architect from the Routing menu
- Wrap-up Notes column in Interactions view and Agents Interactions Detail view
- Danish language support
August 15, 2018
Platform
- GDPR compliance update
Contact center
- Architect flow authoring enhancements
Integrations
- Genesys Cloud for Firefox extension
August 8, 2018
Platform
- User Status Aggregate query filter limits
August 1, 2018
Platform
- Genesys Cloud Embeddable Framework API
Contact center
- Japanese TTS and ASR language support
- Language string variable name in Architect
- View past reports in report history
Integrations
- Introducing the Amazon Lex integration
- Genesys Cloud for Chrome extension
July 25, 2018
Contact center
- Customize hold music
July 18, 2018
Platform
- Improved customer onboarding
Contact center
- Assign skills without the Master Admin role
- Web chat appearance enhancement
- Improved XLS formatting for reports
July 11, 2018
Contact center
- Aggregate detail views
- Flag problematic calls
- New HTML editor for email messages
Integrations
- Premium applications in the AppFoundry
- Skype for Business integration
July 4, 2018
Contact center
- Chinese (traditional) IVR support in Architect
June 27, 2018
Platform
- WebRTC Softphone SDK
Communicate
- Media metrics and diagnostic recording enhancements
Contact center
- Increased agent limit in workforce management units
- Workforce management shrinkage percentage intervals
- Status duration in the workforce management real-time adherence view
- Workforce management intraday monitoring enhancements
- Workforce management schedule editor enhancements
- Save filter and column settings in performance views
- Link external contacts to external sites
- Finnish language support
June 20, 2018
Platform
- Client App SDK
Contact center
- Products, roles, and permissions list enhancement
June 13, 2018
Contact center
- Add contact numbers to DNC lists in agent scripts
- Workforce management permissions updates
June 6, 2018
Platform
- Group support for authorized organizations
- Introducing the Genesys Cloud Product Ideas Lab
May 30, 2018
Contact center
- Authenticated web chat
- Configurable whisper audio
- Agents Performance views
- Skills-based analytics view
- Interactions view enhancements
May 23, 2018
Platform
- GDPR compliance
Contact center
- Full view export for Queue Performance views
- Abandon metrics insights
- Automatic email reply configuration in Architect
May 16, 2018
Communicate
- Genesys Cloud Voice in France and the Netherlands
- Follow-me call forwarding
Contact center
- Holiday and emergency schedules for routing configuration
- Create data tables and retrieve data from Architect flows
- Queues Activity view for agents
May 9, 2018
Contact center
- Automatic time zone mapping
May 2, 2018
Platform
- EU (Frankfurt) region
Communicate
- Override calling name trunk setting
Contact center
- Queues performance view enhancements
- Analytics API metrics
April 25, 2018
Communicate
- Introducing BYOC (Bring Your Own Carrier)
Contact center
- Collapse and expand actions in Architect
- Transfer calls to queue permission
- Omnichannel interaction history for external contacts licensing
April 18, 2018
Communicate
- Genesys Cloud Voice in Ireland
Contact center
- Finnish IVR support in Architect
Integrations
- Import and export data actions for integrations
April 11, 2018
Platform
- Windows and Mac desktop app release notes
April 4, 2018
Integrations
- ACD voicemail enhancement in Genesys Cloud for Salesforce
- ACD voicemail enhancement in Genesys Cloud for Zendesk
- ACD voicemail enhancement in Genesys Cloud for Chrome
March 28, 2018
Contact center
- Markdown in scripts
- Assign queues when editing a person
- External contact address information in searches
March 21, 2018
Communicate
- Alternate NTP providers for premises Edge appliances
Contact center
- Agent Login-Logout Details report
- Calling party number field for queues validation
- Chinese (simplified) TTS and ASR language support
Integrations
- Outbound dialing campaign management in Genesys Cloud for Salesforce
March 14, 2018
Platform
- AppFoundry support for PureConnect and PureEngage apps
Integrations
- SMS interaction support in Genesys Cloud for Salesforce
- SMS interaction support in Genesys Cloud for Chrome
- SMS interaction support in Genesys Cloud for Zendesk
March 7, 2018
Contact center
- Inbound SMS message routing
- Compliance abandon settings for campaigns
- Blind and consult transfer script actions
February 28, 2018
Communicate
- Genesys Cloud Voice in the United States rate decrease
February 21, 2018
Contact center
- Apply a different time zone to workforce management views
February 14, 2018
Platform
- Introducing the AppFoundry
Communicate
- Genesys Cloud Voice in the United Kingdom
Contact center
- Easier media type filtering in Interaction Details report spreadsheets
February 7, 2018
Communicate
- Take Back and Transfer operations for external trunks
January 31, 2018
Contact center
- Screen recording for Genesys Cloud desktop app
- Choose reply email addresses
- Create email rules
January 24, 2018
Contact center
- Architect home page and UI enhancements
- Send button for web chat
January 17, 2018
Platform
- Genesys response to Meltdown and Spectre vulnerability
Contact center
- Import and export scripts between organizations
- Swedish and Danish IVR prompt support in Architect
January 10, 2018
Contact center
- Web chat reconnect
December 20, 2017
Communicate
- User to User Information (UUI) support
- Phone provisioning from the cloud
Contact center
- Web chat schedules
- Enhanced support for external contacts in interactions
- Maximum shift start time variance
December 13, 2017
Platform
- Sample of enhanced Genesys Cloud invoice
Communicate
- Persistent connection for WebRTC phones
Contact center
- Queues performance summary row
- Configure failed transfer audio within transfer actions
Integrations
- Credential types and authentication flows for web services data actions integration
December 6, 2017
Contact center
- Undo or redo unsaved schedule changes
- Log in and log out times in Agent Activity Summary reports
November 29, 2017
Contact center
- Dialing group and site configuration campaign options
November 22, 2017
Contact center
- Variable initial values in Architect
November 15, 2017
Platform
- Genesys Cloud invoice enhancements
Contact center
- Alert notifications deleted after 30 days
Integrations
- Zendesk data actions integration
November 8, 2017
Contact center
- Improved support for external contacts in email interactions
Integrations
- Screen share and co-browse support for Genesys Cloud for Salesforce
- Screen share and co-browse support for Genesys Cloud for Zendesk
- Screen share and co-browse support for Genesys Cloud for Chrome
October 25, 2017
Contact center
- Architect bypass audio sequence support for call flows
- Workforce management short-term forecasting enhancements
- Workforce management supported media types
Integrations
- Microsoft Dynamics 365 data actions integration
- Support for Active Directory Connector custom attributes
October 18, 2017
Platform
- Free seating organization setting
Communicate
- USB-based Edge pairing
- Support for China-specific encryption certificates in Edge pairing process
Contact center
- Enhanced user selection in report editor
- Interactions view enhancements
Integrations
- Genesys Cloud data actions integration
October 11, 2017
Platform
- PCI DSS Level 1 compliance for Secure IVR
- Improved view of subscription, billing, and usage information
Contact center
- Scripts with email
October 4, 2017
Platform
- Resource Center faceted navigation search
Communicate
- Improved Edge clock synchronization
Contact center
- Route emails based on external contact information
September 27, 2017
Platform
- Notifications API topic and open source project for WFM RTA integrations
Contact center
- Architect Call.CurrentQueue built-in variable for in-queue call flows
- Global outbound campaign call settings
Integrations
- Store chat transcripts in Salesforce activity records
September 20, 2017
Contact center
- Secure call flows in Architect
- Architect Exit and Next Loop actions for all call flow types
- Automatic email responses
- Substitutions for canned responses
- Bulk addition of queues to agents
- Callbacks in reports and alerts
- Workforce management schedule administration enhancements
- Workforce management export enhancements
Integrations
- Custom client applications integration
- Web services data actions integration
September 13, 2017
Platform
- Client management for partners and resellers
Communicate
- Edge and Media Tier release notes email subscription
Contact center
- Schedule options for inbound email flows
September 6, 2017
Contact center
- ACD voicemail routing
- Co-browse for voice interactions
- Queues Activity views enhancements
- Callback filter in contact center dashboards and views
- Contact Property call rule condition enhancement
August 30, 2017
Platform
- Help panel enhancement
- Callback metrics in the Analytics API
Contact center
- Scripts with web chat
- Queues Performance view export
August 23, 2017
Contact center
- Extended select statement for Architect
August 16, 2017
Platform
- Genesys Cloud System Status page
Communicate
- View trunk status from multiple locations
August 9, 2017
Contact center
- Data actions in agent scripts
Integrations
- Routing Salesforce emails through Genesys Cloud for Salesforce
August 2, 2017
Collaborate
- License assignment enhancement
July 26, 2017
Platform
- APIs for schedule management and IVR configuration
- New invoice system
Collaborate
- Hunt groups
Contact center
- Historical schedule adherence
- Keep campaign running option
July 19, 2017
Platform
- Genesys Cloud Developer Blog
July 12, 2017
Platform
- Web chat event subscription
Contact center
- Local recording key management
July 5, 2017
Communicate
- Forward a voicemail
- Local site routing for Edge groups
Contact center
- Disable answering machine detection in call analysis responses
June 28, 2017
Contact center
- Screen share for voice interactions
- Call Data Action for call flows in Architect
Integrations
- Call data actions for Salesforce data actions
June 21, 2017
Communicate
- Voicemail messages for group ring
Contact center
- Configurable transfer timeout in Architect
June 14, 2017
Contact center
- Email routing based on language skill assignment
June 7, 2017
Collaborate
- Secure relationships with authorized organizations
Contact center
- Customer typing indicator in chat interactions
- Evaluation form question branching
- Disable unattended reports
Integrations
- Voci V-Spark transcription and speech analytics integration
May 31, 2017
Contact center
- Screen share for chat
- Contact property call rule condition
- Norwegian Bokmal language support in Architect
May 24, 2017
Platform
- PCI DSS Level 1 compliance for Virtual Edges
May 17, 2017
Communicate
- Edge and Media Tier release notes enhancement
Contact center
- Select a default script for outbound calls
- Contact list sort enhancement
- Contact list filter
- Chinese (traditional) language support
May 10, 2017
Contact center
- Co-browse with chat interactions
- Outbound Campaign: Detailed Attempt History report
- Chinese and Dutch language support in Architect
- Call Data Action for email flows in Architect
Integrations
- Salesforce data actions
May 3, 2017
Platform
- Authentication improvements
- Genesys Cloud training website
Communicate
- IP network ping response on Edge appliances
Contact center
- Call recording consent
- Japanese, European Spanish, and US Spanish language support in Architect
April 26, 2017
Platform
- APIs for External Contacts features
Contact center
- Campaign event viewer
- Queues performance detail bar graph
- Pop a URL from the default script
April 19, 2017
Platform
- Java SDK for Android
April 12, 2017
Platform
- APIs for Architect features
Collaborate
- Select download location in Windows desktop app
Communicate
- Custom dashboard to monitor real-time telephony performance
- Track Edge operational states
Contact center
- French language support in Architect
- Recording download permission
- Web-based phone settings in Interactions panel
Integrations
- SSO support for Google G Suite
April 5, 2017
Platform
- AWS Direct Connect support
Collaborate
- Voicemail access directly from email notifications
- Out of Office status date range
Communicate
- Edge and Media Tier release notes
Contact center
- Intraday monitoring view
Integrations
- Email interactions support for Genesys Cloud for Salesforce
- Email interactions support for Genesys Cloud for Zendesk
- Email interactions support for Genesys Cloud for Chrome
March 29, 2017
Contact center
- External Contacts
- Advanced email routing in Architect
Integrations
- Salesforce External Contact Sync integration
March 22, 2017
Platform
- HIPAA and PCI compliance status in organization settings
- Chat attachment support for HIPAA-compliant organizations
Collaborate
- Simplified user management
Integrations
- SSO support for Ping Identity
March 15, 2017
Platform
- APIs for Collaborate features
Contact center
- Disabling of failed reports
- Callbacks adjustment in service level calculations
March 8, 2017
Platform
- Open Data Exporter tool for workforce management integrations
Contact center
- Search parameters for interactions performance views
- Orphaned recording recovery
March 1, 2017
Communicate
- Phone redundancy
Contact center
- Administrator control of recalls
- Campaign rule condition based on number of agents
- Campaign rule action for changing the dialing mode
February 22, 2017
Platform
- HIPAA compliance for Documents and chat history
February 15, 2017
Communicate
- Automated management of phone firmware
Contact center
- Visual work plans
February 8, 2017
Collaborate
- Loading of chat history
Contact center
- Outbound email on behalf of a queue
Integrations
- Genesys Cloud for CIC co-browse feature
February 1, 2017
Platform
- Admin UI relaunch
Contact center
- ACD support for chats in client integrations
- Genesys Cloud for Salesforce and Omni-Channel status sync
- ACD routing of third-party chat and email interactions
- Queues Performance summary and detail views
- IVR prompt support for ordinal numbers
- Italian language support in Architect
January 25, 2017
Communicate
- Web-based phone call controls in third-party applications
- Web-based phone volume settings
Contact center
- Email routing to an organization’s domain
- Architect audio debugging
- Inline images in emails
- Agent Metrics and Agent Metrics Export reports
January 18, 2017
Platform
- Admin UI
- Genesys Cloud community
Communicate
- Order management for number ports
Contact center
- Permissions required to manage and assign roles
Integrations
- Genesys Cloud for Chrome
January 11, 2017
Contact center
- Action to query bridged data sources in scripts
- Maximum lines for outbound dialing campaigns
- Norwegian and Mandarin Chinese support in Architect
January 4, 2017
Collaborate
- Language selection in browser and desktop apps
Contact center
- Thai language support in Architect
December 28, 2016
Platform
- HIPAA compliance
Communicate
- Recording of external transfers
Contact center
- Campaign rules
December 14, 2016
Platform
- Removal of credit card numbers from chat interactions
Communicate
- Genesys Cloud Edge Standard V2 LCD
Contact center
- Workforce management training modules
December 7, 2016
Genesys Cloud Platform
- Removal of credit card numbers from chat messages
Communicate
- Geographical restrictions on inbound toll-free calls
November 23, 2016
Contact center
- Architect IVR Transfer to Group action
- Limits to prevent excessive dialing
- Agent participation in simultaneous dialing campaigns
November 16, 2016
Communicate
- Global phone provisioning service
- Telephony network topology map
November 9, 2016
Integrations
- Secure pause in Genesys Cloud for Salesforce and Genesys Cloud for Zendesk
November 2, 2016
Integrations
- Genesys Cloud for Salesforce support for Lightning Experience
October 26, 2016
Collaborate
- Personal group favorites
Communicate
- Ability to rename inbox recordings
Contact center
- Dialpad for agent interactions
October 19, 2016
Collaborate
- Chat search command
Communicate
- Dialpad DTMF support
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
October 12, 2016
Platform
- Contact center access for third-party developers
Contact center
- Script editor UI
October 5, 2016
Platform
- Developer Forum
- Developer Center code samples and tutorials for API calls
- SDKs for JavaScript, Python, Ruby, and C#
Communicate
- Bulk import for phone configurations
Contact center
- Permissions for Dashboard, Queues, and Agents views
- Support for HTML formatting in responses and ACD emails
- Secure pause button
- Dutch and European Spanish language support in Architect
- Third-party call list cleansing service
- No-answer timeout campaign setting
- Real-time schedule adherence
- Maximum number of agents per management unit
September 28, 2016
Communicate
- Mini and micro versions of Genesys Cloud Edge
- Virtual Edge deployment option
Contact center
- Auto answer for Genesys Cloud web-based phones
September 21, 2016
Collaborate
- Additional search features in Documents
- Group sharing of documents
- Workspace descriptions in Documents
Communicate
- FENT remote deployment model
Contact center
- Custom date range for reports
September 19, 2016
Communicate
- Genesys Cloud web-based (WebRTC) phone
Integrations
- Web-based phone support for Genesys Cloud for Salesforce
- Web-based phone support for Genesys Cloud for Zendesk
September 14, 2016
Contact center
- Line recording enhancements
September 7, 2016
Contact center
- Consult transfers to queues
- Create a queue from an existing queue
August 31, 2016
Platform
- New password reset requirement
August 24, 2016
Platform
- Java SDK
August 17, 2016
Platform
- Genesys Cloud Partner Directory
Communicate
- Faxing from Documents
Contact center
- New Queues Activity views
August 12, 2016
Collaborate
- Updated user profile layout
- New location for group chat notification
Integrations
- Outbound dialing and script support in Genesys Cloud for Salesforce
- Outbound dialing and script support in Genesys Cloud for Zendesk
August 10, 2016
Contact center
- Inbox support for time off requests
- Policy-based recording of email interactions
- Option to override default retention behavior for recording policies in conflict
Integrations
- Genesys Cloud for CIC
- Custom actions for web services data dip connector
August 3, 2016
Integrations
- Microsoft ADFS added as a single sign-on provider
July 27, 2016
Contact center
- Secondary level of user statuses
- Option to force wrap-up on disconnected conversations
- Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports
July 22, 2016
Communicate
- Toll-free number porting into Genesys Cloud Voice
Contact center
- Callback routing
- ACD-routed preview calls
- User Status Detail report
- Japanese language support
July 20, 2016
Contact center
- Ability to change recipient list in an email reply
- Outbound call flow variables
- Option to override default retention behavior for recording policies in conflict
July 13, 2016
Communicate
- Outbound user faxing
Contact center
- Auto answer feature and persistence connection option
July 6, 2016
Communicate
- Support for Polycom RealPresence Trio 880 phone
Contact center
- Play Estimated Wait Time action
- Play Position in Queue action
June 29, 2016
Collaborate
- Improvements to Documents dashboard
Communicate
- Support for Polycom VVX 101 and 201 phones
Contact center
- Utilization option for non-ACD calls
- Change to the way that Genesys Cloud ACD assigns agents to interactions
June 22, 2016
Communicate
- Inbox improvements
Contact center
- Support for custom web chat fields
June 15, 2016
Contact center
- Time off requests
Integrations
- Microsoft Dynamics CRM data dip connector
June 8, 2016
Genesys Cloud Platform
- Help panel
Engage
- Queue activation permission
- Custom interaction details for web chats
- Agent alias for web chats
June 1, 2016
Collaborate
- New user statuses
- Increased chat room participant limits
Contact center
- Configurable alerts for interaction statistics
Integrations
- Genesys Cloud for Salesforce Console API logout event
May 25, 2016
Collaborate
- Thumbnail image support for additional document types
Communicate
- Model-specific metabases for Polycom and AudioCodes phones
Contact center
- Brazilian-Portuguese language support
- Chat and email metrics added to queue reports
Integrations
- Verint WFM historical and Verint WFM RTA
May 18, 2016
Platform
- Changes to default password requirements
Communicate
- Telephony trunk configuration enhancements
- Change to trunk number format
- Additional AudioCodes support
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
- Bridge Server enhancements
May 11, 2016
Platform
- Enhanced professional support assistance
Colloborate
- Video troubleshooting
Contact center
- Architect flow printing
- German language support
April 27, 2016
Contact center
- Social Channel Managment
- Outbound dialing enhancements
April 20, 2016
Collaborate
- Geolocation
Contact center
- Bulk add queue members based on groups, roles, location, and manager
April 13, 2016
Platform
- Public API version 2.0
Integrations
- Bridge Server enhancements
March 30, 2016
Collaborate
- Delete files from chat
- Add custom and structured attributes to documents
Contact center
- Transfer to voicemail added to Architect
- Load-based schedule generation
- Short-term forecasting
- Campaign rules for outbound dialing
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
March 23, 2016
Contact center
- Response management
- Email routing
- French and German IVR prompt files and runtime playback support in Architect
March 16, 2016
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
March 9, 2016
Communicate
- Trunk PCAP retrieval
- Station auto-conference
- Audio export
Contact center
- Dependency tracking for Architect
- Action, Menu, and Task Numbering
- New Languages Available for IVR
- Norwegian localization
March 2, 2016
Platform
- New support workflow for Genesys Cloud Pro+ organizations
Collaborate
- New UI for profile setup
- Ability to open video chats in pop-out window
Contact center and Communicate
- Group ring
- Ability to copy interactions through the Agent UI
Integrations
- Single Sign On support for Okta
- Single Sign On support for SFDC
- Improvements to Genesys Cloud for Salesforce
- Salesforce Data Dip Connector is now available in East Asia (Japan) region
- Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
- Web Services Data Dip Connector is now available in East Asia (Japan) region
- Zendesk Data Dip Connector is now available in East Asia (Japan) region
February 19, 2016
Collaborate
- Bulk role assignment tool
Integrations
- Multi-region support for Genesys Cloud for Salesforce
- Multi-region support for Genesys Cloud for Zendesk
February 12, 2016
Integrations
- Single sign on support for OneLogin
February 5, 2016
Communicate
- Genesys Cloud Voice
Contact center
- Agent utilization can now be configured
- Pre-call rule to dial a record in Preview Mode
- Caller ID (ANI) Enhancements
Integrations
- Genesys Cloud for Salesforce updates
January 22, 2016
Collaborate
- New Activity indicators
- Improved "Out of Office" functionality
Integrations
- Initial release of Genesys Cloud for Zendesk
December 25, 2015
Communicate
- New Standalone phone functionality
- Ability to reboot phones remotely
December 18, 2015
Collaborate
- Location enhancements
Communicate
- Emergency services configuration enhancements
Contact center
- New Predictive and Power modes for Dialer
December 4, 2015
Platform
- Desktop client now opens all popups
- Genesys Cloud resources as a new app window instead of a new browser window
November 20, 2015
Communicate
- Ability to download user recordings
- Locate previously sent faxes by phone number
November 13, 2015
Integrations
- Improvements to Genesys Cloud for Salesforce
- Improvements to Salesforce Object Routing Connector
- Improved styling on several Webhooks widgets
November 6, 2015
Platform
- Consolidated user interface
Collaborate
- Chat search
October 30, 2015
Collaborate
- Ability to manage external contacts
October 23, 2015
Communicate
- Call forwarding is now available
Collaborate
- Improvements to chat roster
- New chat commands
- Desktop support for native idle handling
Integrations
- Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
- Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
- Updates to the Salesforce Object Routing Connector
October 16, 2015
Communicate
- Inbound OneNumber Fax
Collaborate
- Ability to share documents with external parties via a simple link
- Ability to configure security profiles for document access
Integrations
- Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
- Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
- Updates to the Zendesk Screen Pop Connector
October 9, 2015
Communicate
- Genesys Cloud Edge automatic updates and scheduling
