Genesys Cloud Archive

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

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Contact center

• Introducing predictive routing
• Agent development views for development and feedback modules and coaching appointments
• Voice coaching API for call monitoring

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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

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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

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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

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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

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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

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Contact center

• Amazon Polly Neural TTS Voices support
• Returned results count from Analytics API endpoint Elasticsearch queries
• Spain Spanish, South African English, and Indian English programs, topics, and phrases support

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Communicate

• Search for external contacts and organizations on mobile devices

Contact center

• Topic manager and topic spotting support for queues and flows
• Configurable messaging threading timeline
• Export Architect flows in YAML format
• External contacts bulk APIs for notes and relationships
• Journey aggregate query API for non-offered action states

Deprecations

• CIDR IP address range for cloud media services change completed

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Contact center

• New columns in Interactions view
• Coaching added to WEM Upgrade subscriptions

Deprecations

• Coaching permissions change
• Keyword spotting endpoints deprecation
• CIDR IP address range for cloud media services change

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Contact center

• Introducing development and feedback modules for agents
• Gamification start date selection
• Transcripts Aggregate API for detected topics
• Transcript search API enhancements

Integrations

• Multiple certificates for single sign-on providers

Deprecations

• Predictive Engagement outcome limitation change
• CIDR IP address range for cloud media services change

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Platform

• Asia Pacific (Mumbai) region deployment

Deprecations

• CIDR IP address range for cloud media services change

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Contact center

• New location for quality management evaluations and surveys
• Additional Spanish sentiment analysis support

Platform

• Developer Center refresh

Deprecations

• CIDR IP address range for cloud media service change

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