Genesys Cloud Archive
List of the latest Genesys Cloud release notes.
August 18, 2021
Contact center
- Introducing knowledge workbench
- Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
- External tag filter for interactions in Performance views
- Filter digital interactions by media type in Content Search view
- Access workforce management in forecasting historical data via API
Platform
- Proof Key for Code Exchange grant for OAuth 2 authorization
August 11, 2021
Communicate
- Call history enhancements to mobile devices
Contact center
- Introducing web messaging
- Introducing Genesys Bot Connector
- Expiration date for DNC lists
- Improved accessibility for ACD voice interactions
Platform
- Developer Blueprints for custom integrations
Deprecations
- Quality Management Audit API change
- Journey Reporting Service decommission
August 4, 2021
Contact center
- Evaluation window UI improvements
- Additional development and feedback modules in Learning API
Platform
- Enforce index search for divisions
July 28, 2021
Contact center
- Interaction details and transcript UI improvements
- Subscribe to transcripts through Notifications API
- Journey aggregate query API for non-offered action states enhancement
Platform
- Audit log viewer enhancement
- Developer Guides
Deprecations
- Skype for Business integration deprecation
- Recording Service API metadata endpoint annotation deprecation
- Journey JavaScript SDK specific mappable customer traits deprecation
- Journey Reporting Service decommission postponement
July 21, 2021
Contact center
- Introducing intent miner
Integrations
- SSE-KMS support for AWS S3 recording bulk actions integration
Platform
- Disable Directory navigation
July 14, 2021
Collaborate
- Video chat enhancements
Contact center
- Introducing open messaging
- Gamification leaderboard scope and reporting intervals customization
- Enhanced agent workforce management schedule views in Genesys Tempo mobile application
Integrations
- Introducing the Zoom Meetings integration
- Salesforce Omni-Channel chat routing in Genesys Cloud
Deprecations
- Collaborate call functionality on mobile devices deprecation
- Journey JavaScript SDK specific mappable customer traits deprecation postponement
July 7, 2021
June 30, 2021
Communicate
- Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)
Contact center
- Use Architect prompts in Google Dialogflow bots
Platform
- Virtual Desktop Infrastructure
Deprecations
- Journey Reporting Service decommission
- Genesys Cloud Ruby SDK deprecation
June 23, 2021
Contact center
- Introducing predictive routing
- Agent development views for development and feedback modules and coaching appointments
- Voice coaching API for call monitoring
June 16, 2021
Communicate
- WebRTC Media Helper for VDI environment
Contact center
- Introducing Architect common module flows
- Permission to activate and deactivate queue membership
- New custom actions and usability improvements for script designers
- Caller ID and caller name specification on Callback API
- Bring Your Own Technology (BYOT) billing changes
Deprecations
- Facebook Messenger HUMAN_AGENT message tag deprecation
- Predictive Engagement outcome limitation change
- Topics and programs audit events name change
June 9, 2021
Communicate
- User to User Information (UUI) enhancement for remote stations
- DTMF support in active calls
Contact center
- Audit trail improvements in Interaction Details view
- Improved agent external contacts experience
- New audio alert for non-voice interactions
Platform
- Genesys Cloud Command Line (CLI) enhancements
June 2, 2021
Contact center
- Introducing the Amazon Lex V2 integration with Architect flows
- Increased routing duration for bullseye and preferred agent methods
- Out-of-the-box topics for speech and text analytics
- Improved voice transcription accuracy for English language regions
May 26, 2021
Contact center
- Introducing Architect flow outcome milestones
- View bot flow utterance history
- Enhancements to workforce management forecasts
Deprecations
- Incoming non-voice interaction alert ringtone change
- Reduced data retention period for journey history change
May 19, 2021
Contact center
- Add external links for coaching appointments
- View participant data attributes in the interaction detail page
- Audit log viewer for workforce management schedules and work plans
Deprecations
- Journey JavaScript SDK specific mappable customer traits deprecation
- Predictive Engagement webhooks deprecation
- Reduced data retention period for journey history postponement
- Predictive Engagement outcome limitation change postponement
