Genesys Cloud Archive

Platform

• External Contacts Scanning API

Deprecations

• Skype for Business integration deprecation

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Contact center

• Limit on number of exported entities in aggregate Performance views

Integrations

• Introducing Google data actions integration

Platform

• View organization configuration changes with audit log viewer

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Communicate

• Port DID number management enhancement for Genesys Cloud Voice

Contact center

• View agent workforce management schedules on Android devices
• Google Dialogflow integration in Architect chat and messaging flows
• Digital flow support for Flow Performance views
• New filters for Flow Performance views
• Performance Dashboards enhancement

Deprecations

• TLS 1.1 protocol deprecation removal

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Contact center

• Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
• Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
• Genesys Dialog Engine pricing
• Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
• Last-used queue for outbound interactions

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Communicate

• DID and toll-free number management enhancements

Contact center

• External Calling dialing mode for outbound campaigns
• Reset Performance views to default settings
• Filter by multiple items in Performance views
• Filter by skills and languages in Skills Performance view
• Launch workflows from the Architect API
• Contact verification and interaction history enhancements for all regions

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Contact center

• ACD email message threading limit change
• Contact verification and interaction history enhancements for additional selected regions

Integrations

• Single sign-on integration enhancement

Platform

• Journey JavaScript SDK enhancement for refined tracking and segmentation

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Communicate

• TLS transport protocol for BYOC Cloud trunks
• Force TURN for WebRTC implementations
• Network capture for troubleshooting

Contact center

• Google Dialogflow environments for an Architect flow
• New Date Span options for Metric widgets in Performance Dashboards
• Supervisor actions in Agent Status widget in Performance Dashboards
• Contact verification and interaction history enhancements for additional selected regions

Deprecations

• Long polling for Genesys Cloud clients and network configurations deprecation removal
• Data sync connector deprecation update
• Web services data dip connector deprecation update

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Contact center

• Contact verification and interaction history enhancements for selected regions
• Add Workforce Engagement Management to subscriptions
• Template messages for agents using WhatsApp
• Increased limit for Agent Performance views filters
• Digital flow outcome functionality in Architect and Analytics API
• Assign Google Dialogflow bot events for non-responsive callers
• Barge-in functionality for Google Dialogflow enabled by default

Integrations

• Introducing Adobe data actions integration
• Introducing Adobe Experience Platform integration for profile lookup

Deprecations

• Screen recording, evaluations, and surveys permissions change

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Contact center

• Introducing Nuance Text-to-Speech integration
• Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
• Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
• Get Journey Sessions by Customer action and Get Journey Session action in Architect

Deprecations

• Screen recording, evaluations, and surveys permissions change postponement

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Communicate

• Genesys Cloud Voice in London

Contact center

• New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
• New filters in Skills and DNIS views
• New columns in Interactions view
• New filters in Interactions view

Platform

• New dimensions and metric in Analytics API
• Use a single grant type across regions for secure authentication
• Journey JavaScript SDK enhancement for refined tracking and segmentation
• Journey JavaScript SDK enhancement for web actions

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Contact center

• Customize external contacts and organizations
• Status timer for agents
• Upload and preview images with content offers in Predictive Engagement
• Get Journey Outcome action and Get Journey Segment by ID action in Architect

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Contact center

• Introducing coaching with quality management
• Add an agent’s workforce management schedule to an external calendar

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Contact center

• Introducing outbound SMS campaigns

Platform

• Limit organization access to users with specified IP addresses
• Usage APIs for premium applications

Deprecations

• Long polling for Genesys Cloud clients and network configurations deprecation update

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Contact center

• New columns in agent views
• New filters in agent views
• Fax enhancements

Deprecations

• TLS 1.1 protocol deprecation

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Contact center

• Introducing improved workforce management features for all regions
• New inbound media columns and filters in Performance views

Deprecations

• WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
• Screen recording, evaluations, and surveys permissions change

Platform

• Genesys Cloud training moves to Genesys Beyond

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Platform

• New AWS region deployments
• Refresh tokens for secure authentication

Communicate

• Genesys Cloud Voice availability for new AWS region
• BYOC Cloud availability for new AWS regions

Contact center

• Introducing improved workforce management features for selected regions
• Improved ACD messaging for Facebook Messenger
• Inbound MMS support for SMS messages
• Interrupt a Google Dialogflow agent in an Architect flow

Integrations

• SMTP server integration for outbound emails

Deprecations

• WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
• Contact center dashboard in Performance Overview menu deprecation removal

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Contact center

• Protect recordings from deletion for legal hold directive

Platform

• AppFoundry enhancement for resellers

Deprecations

• WFM forecasting After Call Work and Average Talk Time deprecation postponement

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Contact center

• Introducing Architect workflows and Architect flow actions for Predictive Engagement
• Salesforce lead creation and campaign association with Predictive Engagement
• Add digital channels to subscriptions
• Reset an agent’s routing score after presence changes
• Scheduled Callbacks view permissions change

Deprecations

• ACD routing permissions change

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