Genesys Cloud Archive

List of the latest Genesys Cloud release notes.
August 9, 2023

Contact center

  • Force stop button in digital campaign management

Integrations

  • Limitation for JSON objects depth in data action service

Platform

  • Trigger inclusion in Genesys Cloud CX 1 license

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August 02, 2023

Contact center

  • Updated WhatsApp pricing structure
  • Copy and share interaction transcripts
  • Web messaging inbound custom attribute size limit requests
  • SMS short code number in France
  • Improved workload balancing in predictive routing

Integrations

  • Two score-setting options for ranking waiting interactions

Platform

  • PCI DSS recertification
  • Genesys Cloud WhatsApp Embedded signup self-service onboarding
  • Subscribe to events from the Operational Console

Deprecations and announcements

  • Deprecation: Outbound Search Audits view
  • Mandatory SMS US and Canada registration

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July 26, 2023

Contact center

  • Agent evaluation details export generation for multiple agent
  • Workforce management business unit and service goal template impact override settings
  • Increased limits for workforce management dimensions
  • Topic miner Spanish language support

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July 19, 2023

Communicate

  • Polycom Zero Touch Provisioning
  • Specify a Canadian address as a remote emergency address

Contact center

  • Collaborate chat quick access for recent chat messages
  • Real-time Interactions data export

Integrations

  • Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

  • Suppress call recordings during IVR flow and in-queue segments

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July 12, 2023

Contact center

  • Architect user interface refresh
  • Configure new conditional group routing method
  • Touchpoint variations for knowledge workbench articles

Platform

  • Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

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July 5, 2023

Contact center

  • Extended voice transcription services support for additional English dialects and German Switzerland
  • Improved native voice transcription accuracy for specific English dialects
  • Trigger Process Automation from any Evaluation State Change
  • Assign a permission to grant a role to a user by division

Deprecations and announcements

  • Deprecation of legacy Dialog Engine postponement

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June 28, 2023

Contact center

  • Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

  • Deprecation: CX digital agent workspace

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June 21, 2023

Contact center

  • Authenticated web messaging for verified users
  • Auto answer for digital interactions on queues

Deprecations and announcements

  • LiveNow permission change
  • CIDR IP address range for cloud media services expansion

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June 14, 2023

Communicate

  • BYOC Cloud TLS X.509 certificate renewal

Contact center

  • Drill down to dashboard performance views
  • Real time alerting based on agent’s after call work duration
  • Improved dashboard create and edit options
  • Show or hide top viewed articles in Support Center
  • Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

  • Resource Center improvements
  • Telephony Extensions now support Divisions

Deprecations and announcements

  • Legacy alerting system deprecation
  • External Contact directory pages external organization logo removal

View details

June 7, 2023

Collaborate

  • Support for MDM browser authentication for Collaborate for iOS

Contact center

  • Workforce management time-off requests user interface improvements
  • Improvements to playback screen recordings
  • Workforce management and HR Integration System (HRIS) integration
  • Modify the default whisper tone in Architect
  • Real-time alerting for waiting interactions
  • Introducing improved alerting

Integrations

  • Client information in the embedded clients interaction window

Deprecations and announcements

  • Journey customer service deprecation

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May 31, 2023

Contact Center

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

  • Knowledge workbench V1 deprecation
  • Genesys Dialog Engine deprecation postponement
  • Mandatory US and Canada SMS/MMS registration

View details

May 24, 2023

Communicate

  • Message Waiting Indicator improvements

Contact Center

  • Improved voice transcription accuracy for English language regions
  • Gamification metrics creation workflow improvements
  • Enhance predictive routing accuracy with participant data
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Integrations

  • Support for JSON format output in trigger notifications
  • Trigger creation support for user activity topic

Deprecations and announcements

  • JourneyCustomer cookie ID from GDPR API subjects response deprecation
  • LiveNow permission change

View details

May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8×8 integration

    View details

    May 10, 2023

    Contact Center

    • Historical adherence and shrinkage view updates for teams
    • Route email to multiple destinations
    • Improved analytics email data with CC/BCC details

    Deprecations and announcements

    • Search Audits view deprecation
    • Search Audits APIs deprecation

    View details

    May 3, 2023

    Communicate

    • Support for MDM browser authentication for Communicate for iOS

    Contact Center

    • Additional voice transcription accuracy for Arabic
    • Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
    • Automatically reschedule time zone skipped contacts

    Platform

    • Identify unused roles and permissions in the Admin UI
    • Display number of interactions routed via non-predictive routing method due to timeout

    Deprecations and announcements

    • BYOC Premises—Customer VM Solution deprecation

    View details