Genesys Cloud Archive

Communicate

• Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

• Genesys Agent Assist in agent workspaces
• Delayed arrival notifications to supervisors in Genesys Tempo™
• Coaching appointment configuration improvement
• Improved voice transcription accuracy for Spanish
• Limited details for interactions older than 1.5 years available in select regions

Platform

• IP addresses for data actions integrations automatically allowed

View details

Contact center

• 988 Suicide Hotline number plan available for all organizations
• Analyze feedback from the knowledge optimizer
• Google Cloud Dialogflow CX Resell integration in Architect secure flows
• Genesys Tempo™ employee access settings

View details

Communicate

• International number plans as outbound routes changes

Contact center

• Introducing Genesys Cloud digital licenses
• Agentless email notifications
• Outbound email campaigns
• Delivery status receipts for outbound email campaigns
• Manage time zones for outbound email campaigns
• Increased email size limit for custom SMTP integrations
• New filters and columns in Content Search view
• AudioHook billing for active use only
• Cumulative uploads of external metrics for performance scorecards

Deprecations and announcements

• API endpoint change for local key settings in recording service
• CIDR IP address range for cloud media services expansion

View details

Contact center

• Predictive routing benefit assessment for preferred agent routing
• Destination address dimension in Conversation Detail record
• Workforce management UI accessibility improvements

Deprecations

• API default profile change for gamification metrics

View details

Contact center

• Analyze feedback from the knowledge workbench
• Hyperlinks in knowledge base articles
• Typing indicators available for Messenger Transport Mobile SDK
• Arabic voice transcription support

Deprecations

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

View details

Contact center

• Single customer view powered by identity resolution available in all regions
• Introducing Genesys Enhanced Text-to-Speech integration
• Shift trading on iOS and Android devices
• Secure bot flows in Architect
• Audit log viewer for action maps
• Agent Locale Scripter variable for agent’s chosen language
• Sentiment feedback, content search, and Interactions view icon updates

View details

Contact center

Platform

• API Explorer refresh
• Updated Genesys Knowledge Network

View details

Contact center

• Cards for bot conversations
• Carousels for bot conversations
• Manually assign waiting interactions
• Routing metrics added to Queue Agent Detail and Agents Queues Detail views
• Interactions views fax column and filter
• Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Platform

• Improved user activity indicators
• Genesys Cloud subscription name updates

Deprecations

• API default profile change for gamification metrics postponement

View details

Contact center

• Single customer view powered by identity resolution available in select regions
• Predictive Engagement outcome value configuration and reporting
• Extended voice transcription services
• Agent status widget improvements
• Web messaging image copy and paste
• Extend Bot Connecter PostUtterance response timeout

Platform

• Process automation triggers

View details

Collaborate

• Video chat participant notifications

Contact center

• Introducing the Knowledge Performance dashboard
• My Interactions view for agents
• Genesys Messenger conversation auto-start
• Audience size estimator for action maps in Predictive Engagement
• Test regular expression slot types before implementation
• Nuance Mix integration in Architect secure flows
• Amazon Lex V2 bots in Architect secure flows
• Google Cloud Dialogflow CX bots in Architect secure flows
• Nuance TTS integration in Architect secure flows
• Genesys Enhanced TTS in Architect secure flows
• 988 Suicide Hotline number plan available with Genesys Cloud Voice
• Genesys Messenger support for Portuguese
• Intent miner French language support

View details

Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Queue administration user interface improvements
• Detected Topics gamification metric
• Set Content Template action type added to digital rules for outbound digital campaigns

Platform

• Google Fonts API usage change for GDPR compliance

View details

Communicate

• Genesys Cloud WebRTC diagnostics app improvements

Contact center

• Genesys Digital Bot Flows
• SMS message delivery status
• Reset agent personal bests in gamification
• Genesys Dialog Engine Bot Flows support for Portuguese
• Improved voice transcription accuracy for Dutch

Integrations

• Cross-region export option for AWS S3 recording bulk actions integration

View details

Contact center

• Introducing knowledge workbench version 2
• Optimize the knowledge base
• Introducing support center
• Knowledge workbench version 2, knowledge optimizer, and support center language search support
• Interaction data retention time improvement

View details

Contact center

• List variables for agent script designers
• Web messaging typing indicators setting

Deprecations

• Windows 7 support for the desktop app deprecation
• Website visitor count API change

View details

Contact center

• Copy a development and feedback module
• Genesys Beyond module enhancements
• Configure setting to reduce latency of transcripts sent through Notifications API
• Messenger Transport Mobile SDK
• Use self-managed AWS Key Management Service for conversation data encryption

Platform

• South America (São Paulo) region deployment

Deprecations

• Microsoft Edge Legacy browser support deprecation
• Website visitor count API change

View details

Contact center

• Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
• Custom payload for Google Cloud Dialogflow speech models
• Analyze predictive routing decisions
• Dynamic contact list sorting during a running campaign

Platform

• Improved phone number validation in Directory profiles

View details

Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Genesys Dialog Engine Bot Flow Insights and Optimizations menu

Integrations

• Introducing Genesys Cloud for Microsoft Teams

Platform

• Windows 11 support for the desktop app

View details

Contact center

• Skill expression groups available in select regions
• Pre-contact and post-contact rule sets for outbound digital campaigns
• System Dispositions condition type added to call rules for outbound dialing campaigns
• Cover art for development and feedback modules
• Query historical adherence data via GET request for workforce management

View details