See what’s new in Genesys Cloud

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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