April 14, 2021

Platform

  • Asia Pacific (Mumbai) region deployment

Deprecations

  • CIDR IP address range for cloud media services change
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April 7, 2021

Contact center

  • New location for quality management evaluations and surveys
  • Additional Spanish sentiment analysis support

Platform

  • Developer Center refresh

Deprecations

  • CIDR IP address range for cloud media service change
[View details]

March 31, 2021

Communicate

  • Custom SIP response code for maximum call setting in trunk configurations

Contact center

  • New queue configuration tabs
  • Manually assign waiting interactions in a queue

Integrations

  • Okta for Genesys Cloud SCIM

Deprecations

  • Coaching permissions change
  • CIDR IP address range for cloud media service change
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March 24, 2021

Contact center

  • Acoustic analysis information in Transcript URL API

Deprecations

  • CIDR IP address range for cloud media service change
  • Topics and programs audit events name change
  • Quality Management Audit API change
[View details]

March 17, 2021

Platform

  • The Resource Center has a new look
  • Command-line interface for Genesys Cloud administration

Contact center

  • Scheduled Exports for Performance views
  • Adjust waiting interactions priority with Routing Conversations API
[View details]

March 10, 2021

Contact center

  • Increased maximum wait time in Architect email and message flows
  • Operational bot reporting API
  • External Contacts bulk API

Platform

  • Full support for Microsoft Edge Chromium
  • Genesys Cloud HTTP cookies

Deprecations

  • CIDR IP address range for cloud media services change
[View details]

March 3, 2021

Contact center

  • Content Search view for voice transcripts
  • Search interactions for SIP signaling information for all regions
  • Route voice interactions based on external contact information
  • Record ACD agent consult calls
  • Screen recording limit increase
[View details]

February 24, 2021

Contact center

  • Introducing Architect Dialog Engine bot flows
  • Introducing performance management and gamification
  • Track agent attrition
  • View historical data within workforce management best method forecasts
  • Introducing historical data import for workforce management best method forecasting
  • New Adobe Experience Platform Launch extension for Predictive Engagement

Deprecations

  • CIDR IP address range for cloud media services change
[View details]

February 17, 2021

Communicate

  • Make and receive WebRTC calls on Android devices

Contact center

  • Search interactions for SIP signaling information for selected regions
  • Agent evaluation comment indicator
  • Call recording playback and transcription synchronization
  • Voice transcription support for BYOC Premises
  • Frequency capping on Predictive Engagement web action offers

Integrations

  • AWS Lambda data actions integration enhancement

Deprecations

  • Predictive Engagement webhooks deprecation
  • Journey history data retention period change
[View details]

February 10, 2021

Communicate

  • BYOC Cloud custom SIP headers for improved carrier interoperability
  • Extended maintenance window for cloud-based Edge updates

Contact center

  • Introducing programs, topics, and phrases for speech and text analytics
  • US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
  • Coaching appointment scheduling with workforce management
  • Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

  • Introducing the Zoom Phone integration

Deprecations

  • Replace call with voice in Sentiment Aggregates API change
[View details]

February 3, 2021

Contact center

  • Spain Spanish, German, South African English, and Indian English voice transcription support

Deprecations

  • CIDR IP address range for cloud media services change
  • Create Site API call attribute requirement change
[View details]

January 27, 2021

Communicate

  • Make and receive WebRTC calls on iPhones

Contact center

  • Scheduled Callbacks view usability enhancements
  • Export view data advanced options
  • Analytics Aggregates API for sentiment analysis on digital interactions

Platform

  • Restore deleted OAuth clients
  • Set Collaborate chat message retention
[View details]

January 20, 2021

Contact center

  • Workforce management work plan validation enhancements
  • France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support
[View details]

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
[View details]