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