Genesys Cloud Archive

Communicate

• CIDR IP address range for cloud media services

Contact center

• Genesys Virtual Agent Services available in the AppFoundry
• Bot versioning in Genesys Dialog Engine

Platform

• Genesys Cloud rebranding update

Deprecations

• Screen recording policy changes for Genesys Cloud 2 users
• Create Site API call attribute requirement change
• Bridge server deprecation update
• CIC data connector deprecation update

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Contact center

• Introducing workforce management work plan rotations
• Add an interaction to an existing coaching appointment
• Interaction’s detail page improvements
• WEM add-on price reduction
• Routing Used filter and column in Performance views
• Provider filter in Performance views

Deprecations

• Screen recording policy changes for Genesys Cloud 2 users postponement

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Communicate

• Additional Force TURN IP addresses now available

Contact center

• Content templates for messaging campaigns

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Communicate

• Configure beep tones for line recording

Contact center

• Email Performance view reports
• Analytics Aggregates Endpoint API for sentiment analysis

Integrations

• Introducing the Microsoft Teams integration

Platform

• Disable Collaborate video

Deprecations

• Limit interaction history for external contacts and organizations to 30 days deprecation
• Default word confidence change in speech and text analytics settings

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Contact center

• Workforce management planning group improvements
• View agent development activities using APIs

Integrations

• Interaction widgets for client application integrations

Deprecations

• Screen recording policy changes for Genesys Cloud 2 users

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Communicate

• Geo-Lookup TURN for WebRTC implementations

Contact center

• Download individual non-voice interaction recordings
• View agent workforce management schedules on iOS devices
• Sync workforce management schedules to external calendars with QR codes
• Pass data between Genesys Cloud and Google Dialogflow
• Long code support for outbound SMS campaigns
• Save and dial non-E.164 numbers for external contacts

Platform

• Desktop applications have a new name

Deprecations

• Genesys Cloud Ruby SDK deprecation

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Contact center

• Introducing sentiment analysis
• Enhanced player on interaction detail page
• Richer customer journey context for agents
• Business hours scheduling for Predictive Engagement web chats
• Change history log for Predictive Engagement
• Configurable default prompts in Genesys Dialog Engine

Integrations

• IP addresses for emails sent using the custom SMTP server integration

Deprecations

• Export Media Types and Role real-time columns data into .csv files deprecation

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Contact center

• Multi-monitor screen recording
• Manually assign waiting interactions to agents using APIs
• Evaluation form question group weight changes

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Communicate

• Force TURN additional IP addresses

Contact center

• Create Architect flows from YAML files
• Build custom PDF reports from Performance views

Deprecations

• Analytics User Detail Endpoint API query interval change
• Analytics Conversation Detail Endpoint API query interval change
• Analytics Conversation Detail Endpoint API maximum record per query change

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Communicate

• BYOC Cloud rate decrease
• BYOC Cloud is PCI DSS-compliant

Contact center

• Speech and text analytics settings
• Coaching appointment aggregates API
• Date and time slot type enhancements in Genesys Dialog Engine

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Contact center

• UK English and Australian English voice transcription support
• View an agent’s secondary status in select views
• Contact list filters for messaging campaigns
• Export skill and language group queue metrics in Queues Performance Detail view

Integrations

• Introducing Genesys Cloud for Salesforce SDK

Platform

• The Resource Center has a new name

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