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See what’s new in Genesys Cloud
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
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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
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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
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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
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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
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