Communicate

Configure beep tones for line recording

Telephony administrators can now configure an audible beep tone to play in the background of a voice call during line recording. A beep tone notifies the call participants that the conversation is being recorded, which may be required for regulatory compliance. The feature requires Edge and Media Tier version 1.0.0.9432 or later. For more information, see Configure a periodic beep tone for line recording.

Contact center

Email Performance view reports

Contact center managers and supervisors can now email a .csv file or a .pdf report when exporting data from Performance views. This feature requires the Analytics > Data Export > Publish permission. For more information, see Export view data.

Analytics Aggregates Endpoint API for sentiment analysis

Developers can use the new Transcripts Aggregates Endpoint API to retrieve sentiment analysis information for voice transcripts. For more information, see /api/v2/analytics/transcripts/aggregates/query in Analytics in the Developer Center.

Integrations

Introducing the Microsoft Teams integration

The Microsoft Teams integration is now available from Genesys AppFoundry. Use this integration to view directories, search contacts, and make calls between Microsoft Teams and Genesys Cloud. For more information, see About the Microsoft Teams integration. 

Platform

Disable Collaborate video

Administrators can now choose to disable Collaborate video capabilities for all users, if, for example, their organization uses another platform for collaborative video. Genesys now applies the Video > Video > Access permission to the Employee role for all organizations by default. Administrators can remove this permission from the necessary roles to disable video capabilities for users. For more information, see Turn off Collaborate video.

Deprecations

Limit interaction history for external contacts and organizations to 30 days deprecation

On December 9, 2020, Genesys will limit the ability to view interaction history to the last 30 days for external contacts and organizations. For more information, see Deprecation: Limit interaction history for external contacts and organizations to 30 days.

Default word confidence change in speech and text analytics settings

On November 18, 2020, Genesys will change the default Word Confidence setting in Speech and Text Analytics Settings from 60 to 40. For more information, see Default word confidence change in speech and text analytics settings.