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See what’s new in Genesys Cloud
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
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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
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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
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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
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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
[View details]
