Platform

AWS Direct Connect support

Genesys Cloud supports Amazon Web Services (AWS) Direct Connect using public virtual interfaces. For more information, see AWS Direct Connect for Genesys Cloud FAQ. 

Collaborate

Voicemail access directly from email notifications

Users can now listen to a voicemail directly from an email by opening the .wav file attached to the email notification. For more information, see Open and play a voicemail.

Note: Users in HIPAA-compliant organizations no longer receive email notifications about new voicemails. They should check their inboxes regularly for new voicemails. For more information, see HIPAA compliance.

Out of Office status date range

Users can now provide a start and end date when they set an Out of Office status. The end date displays in their Out of Office presence status throughout Genesys Cloud, including profile, direct message chat rooms, and contact cards. For more information, see Change presence and status. 

Communicate

Edge and Media Tier release notes

Customers can now check the latest Edge software version and view a summary of the improvements and fixes in that version. For more information, see Edge and Media Tier release notes or click the link to Edge and Media Tier release notes in the right column on the Genesys Cloud Release Notes home page.

Contact center

Intraday monitoring view

Administrators and supervisors can now see in real time how forecast service performance, volume, average handle time, and other metrics compare with actual contact center behavior. For more information, see Intraday monitoring overview. 

Integrations

Email interactions support in Genesys Cloud for Salesforce

Genesys Cloud for Salesforce now supports ACD routing of email interactions. For more information, see About emails in the Genesys Cloud embedded clients.

Email interactions support in Genesys Cloud for Zendesk

Genesys Cloud for Zendesk now supports ACD routing of email interactions. For more information, see About emails in the Genesys Cloud embedded clients.

Email interactions support in Genesys Cloud for Chrome

Genesys Cloud for Chrome now supports ACD routing of email interactions. For more information, see About emails in the Genesys Cloud embedded clients.