Contact center

Short code support for SMS messages

Administrators can now purchase and maintain SMS short codes to send and receive SMS messages to and from mobile phones. For more information, see About ACD and SMS messages and Set up an SMS short code.

Platform

New monitoring metric in Analytics API

The Analytics API now includes the new tMonitoring metric. When a supervisor monitors a conversation, agent metrics (tHandle, tTalk, tHold, tAcw) are no longer created. Instead, the tMonitoring metric captures the time spent monitoring the conversation. For more information, see Metrics in the Developer Center.

Deprecations

ACD routing permissions change

On March 25, 2020, Genesys will require additional permissions for interaction routing to support more flexible configurations. To be considered for routing, an agent must be assigned a permission corresponding to the interaction’s media type. Genesys Cloud will automatically add these permissions to any role that contains the permission Routing > Agent > OnQueue. For more information, see ACD routing permissions change.

WFM forecasting After Call Work and Average Talk Time deprecation

On March 25, 2020, Genesys will remove the Average Talk Time (ATT) and After Call Work (ACW) metrics from the short-term forecasting feature in workforce management. For more information, see Deprecation: WFM Short-Term Forecast Average Talk Time and After Call Work Metrics. 

TLS 1.0 protocol for data actions deprecation

On April 1, 2020, Genesys will end support of the TLS 1.0 protocol for data actions. For more information, see Deprecation: TLS 1.0 for data actions.

iOS Supervisor chat deprecation removal

Genesys removed the chat feature from the iOS Supervisor app on February 19, 2020. To continue using chat, download the Genesys Cloud Collaborate mobile app on your iPad. For more information, see Deprecation: iOS Supervisor chat and iOS Supervisor help.