Platform

Admin UI 

The Admin UI, which was introduced in a previous release and subsequently disabled, is back. The Admin UI replaces the Genesys Cloud Admin menu. Commands that were previously in the Admin menu now appear on a single page where administrators can easily access admin functions with fewer clicks. The new page includes a collapsible section where helpful guides may sometimes appear, based on the Genesys Cloud subscription and enabled features.

Contact center

ACD support for chats in client integrations 

Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, and Genesys Cloud for Chrome now support ACD routing of chat interactions. For more information, see Respond to chat interactions in Genesys Cloud for Salesforce, Respond to chat interactions in Genesys Cloud for Zendesk, and Respond to chat interactions in Genesys Cloud for Chrome.

Genesys Cloud for Salesforce and Omni-Channel status sync 

An administrator can now map a Salesforce Omni-Channel status to a Genesys Cloud for Salesforce status to enable status synchronization when agents change into or out of the mapped statuses in either application. For more information, see Salesforce Omni-Channel in Genesys Cloud for Salesforce.

ACD routing of third-party chat and email interactions

Developers can now use the Genesys Cloud Conversations API to create an integration that routes third-party chat and email objects through Genesys Cloud ACD. For more information, see Route email and chat interactions from third-party providers.

Queues Performance summary and detail views 

Contact center supervisors and managers now have dynamic access to enhanced contact center performance data using the new Queues Performance summary and detail views. For more information, see Queues Performance views.

IVR prompt support for ordinal numbers

Architect now supports ordinal number playback in call flows for IVR system prompt supported languages. For more information see Genesys Cloud supported languages.

Italian language support in Architect

Core IVR prompt support in Architect is now available for Italian (it-IT). Core support includes recording prompts for Booleans, datetime values, numbers, durations, string data types, and ordinal numbers. A future release will support time ranges. For more information, see Genesys Cloud supported languages.