APIs for Collaborate features

New API resources are available for Collaborate features such as users, groups, profiles, and locations. For more information, see Users and Groups in the Developer Center.

Contact center

Disabling of failed reports 

Genesys Cloud now disables a scheduled report if it fails to run two consecutive times. Users can view and modify the report parameters in the report editor, and then rerun the report. For more information, see Troubleshoot reports.

Callbacks adjustment in service level calculations

For queues that offer callbacks to inbound interactions, service level calculations remain the same, but callbacks no longer count as “abandons”. For more information, see service level in the Resource Center glossary.