Communicate

Web-based phone call controls in third-party applications 

Genesys Cloud web-based phone users can now use call controls in third-party applications to make and answer calls. For more information, see Select the Genesys Cloud web-based phone as your phone.

Web-based phone volume settings

Genesys Cloud web-based phone users can now adjust call ring and audio volumes separately. For more information, see Select the Genesys Cloud web-based phone as your phone. 

Contact center

Email routing to an organization’s domain

An administrator can now register their organization’s email domain with Genesys Cloud to route emails directly to and from that domain. For more information, see Use the organization’s email domain name.

Architect audio debugging

A new debug feature in Architect allows flow authors to listen to and debug a flow from the caller’s perspective before publishing the flow. The debug feature is currently only available in English. For more information, see Debug a flow.

Inline images in emails

Agents can now view inline images in emails. For more information, see Work with email interactions.

Agent Metrics and Agent Metrics Export reports

The Agent Metrics report now separates ACD and non-ACD activity and includes additional Total columns. An Interactions column replaces the Answered column and represents the total number of interactions handled. For more information, see Agent Metrics report.

A new version of the report, Agent Metrics Export, contains the same data but with fewer groupings. The new report is more suitable for exporting data to Excel. For more information, see Agent Metrics Export report.