Contact center

Dynamically referenced queue ID in Architect

Administrators and contact center managers can now configure flows to dynamically set a queue by ID at run-time. This feature allows the flow to source an ID from a data action or a data lookup table and use the information to send the interaction to the appropriate queue. Organizations can personalize customer interactions by sending them to the right queue based on customer or interaction data. For more information, see Find Queue by ID action.


Social channel management deprecation removal

Genesys removed the social channel management feature on August 28, 2019. For more information, see Deprecation: Social channel management.