See what’s new in Genesys Cloud

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

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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

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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

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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

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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

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