Genesys Cloud - Collaborate category

List of the Genesys Cloud release notes that include Collaborate updates.
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

View details

March 8, 2023

Collaborate

  • Set time to return to previous status after users disconnect and reconnect

Communicate

  • US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

  • Introducing Genesys Cloud Background Assistant for screen recording with the web app
  • Introducing regional storage for call recordings
  • SSML support in Genesys Dialog Engine Bot Flows
  • New Search endpoint
  • New variables and improvements for scripts
  • Improved do not contact (DNC) list functionality to support custom values
  • Communicate call classification update

View details

January 18, 2023

Collaborate

  • Video setting improvements

Contact center

  • Introducing the Genesys Cloud EX license
  • Online Agents count metric and Owned by Me filter for Performance Dashboards
  • Multiple media type filter support in views and exports

Deprecations and announcements

  • Identify Journey SDK method in Predictive Engagement deprecation
  • OS Family attribute in Predictive Engagement
  • CIDR IP address range for cloud media services expansion

View details

September 14, 2022

Collaborate

  • Video chat participant notifications

Contact center

  • Introducing the Knowledge Performance dashboard
  • My Interactions view for agents
  • Genesys Messenger conversation auto-start
  • Audience size estimator for action maps in Predictive Engagement
  • Test regular expression slot types before implementation
  • Nuance Mix integration in Architect secure flows
  • Amazon Lex V2 bots in Architect secure flows
  • Google Cloud Dialogflow CX bots in Architect secure flows
  • Nuance TTS integration in Architect secure flows
  • Genesys Enhanced TTS in Architect secure flows
  • 988 Suicide Hotline number plan available with Genesys Cloud Voice
  • Genesys Messenger support for Portuguese
  • Intent miner French language support

View details

July 13, 2022

Collaborate

  • Genesys Cloud video chat setting improvements

Communicate

  • Introducing BYOC Premises Customer Hardware Solution
  • Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

  • Topic trends summary and detail views
  • Agent ACD skills and language proficiency routing improvement
  • Improved default program list in speech and text analytics settings
  • Japanese voice transcription support

Deprecations

  • Website visitor count API change

View details

January 26, 2022

Collaborate

  • Collaborate chat improvement

Communicate

  • Customize caller ID information with prioritized caller selection

Contact center

  • Create workforce management schedules without a forecast
  • Workforce management schedule validation error severity enhancement
  • Simplified recording and quality policy configuration
  • Evaluation summary in agent activity view

Integrations

  • Automatic log out of single sign-on provider

View details

September 1, 2021

Collaborate

  • Content management file sharing URL change

Communicate

  • SRV record support for TLS for BYOC Cloud trunks

Contact center

  • Assign Google Dialogflow bot events for canceled interactions
  • France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
  • Email reply enhancement

Platform

  • Cape Town Africa satellite region deployment
  • Assign schedules, schedule groups, and call routing objects within divisions
  • Standardized client SDK logging and configuration

Deprecations

  • API endpoint change for supported topic spotting dialects

View details

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

View details

July 31, 2019

Collaborate

  • Import people enhancements

Contact center

  • Introducing web chat flows in Architect
  • Font change for Korean and Japanese language .pdf and .xls reports

Platform

  • Release Notes in Genesys Cloud Admin UI
  • Genesys Cloud Community Q&A show

Deprecations

  • LinkedIn profile import deprecation and removal

View details

December 5, 2018

Collaborate

  • Mobile badge notifications

Communicate

  • Improved WebRTC connection times with Trickle ICE

Contact center

  • New transfer metrics in the Analytics API
  • Historical adherence in the schedule editor

View details

August 2, 2017

Collaborate

  • License assignment enhancement

View details

July 26, 2017

Platform

  • APIs for schedule management and IVR configuration
  • New invoice system

Collaborate

  • Hunt groups

Contact center

  • Historical schedule adherence
  • Keep campaign running option

View details

June 7, 2017

Collaborate

  • Secure relationships with authorized organizations

Contact center

  • Customer typing indicator in chat interactions
  • Evaluation form question branching
  • Disable unattended reports

Integrations

  • Voci V-Spark transcription and speech analytics integration

View details

April 12, 2017

Platform

  • APIs for Architect features

Collaborate

  • Select download location in Windows desktop app

Communicate

  • Custom dashboard to monitor real-time telephony performance
  • Track Edge operational states

Contact center

  • French language support in Architect
  • Recording download permission
  • Web-based phone settings in Interactions panel

Integrations

  • SSO support for Google G Suite

View details

April 5, 2017

Platform

  • AWS Direct Connect support

Collaborate

  • Voicemail access directly from email notifications
  • Out of Office status date range

Communicate

  • Edge and Media Tier release notes

Contact center

  • Intraday monitoring view

Integrations

  • Email interactions support for Genesys Cloud for Salesforce
  • Email interactions support for Genesys Cloud for Zendesk
  • Email interactions support for Genesys Cloud for Chrome

View details

March 22, 2017

Platform

  • HIPAA and PCI compliance status in organization settings
  • Chat attachment support for HIPAA-compliant organizations

Collaborate

  • Simplified user management

Integrations

  • SSO support for Ping Identity

View details

February 8, 2017

Collaborate

  • Loading of chat history

Contact center

  • Outbound email on behalf of a queue

Integrations

  • Genesys Cloud for CIC co-browse feature

View details

January 4, 2017

Collaborate

  • Language selection in browser and desktop apps

Contact center

  • Thai language support in Architect

View details

October 26, 2016

Collaborate

  • Personal group favorites

Communicate

  • Ability to rename inbox recordings

Contact center

  • Dialpad for agent interactions

View details

October 19, 2016

Collaborate

  • Chat search command

Communicate

  • Dialpad DTMF support

Contact center

  • Queue Activity detail view filters

Integrations

  • SSO support for Microsoft Azure Active Directory Premium edition

View details

September 21, 2016

Collaborate

  • Additional search features in Documents
  • Group sharing of documents
  • Workspace descriptions in Documents

Communicate

  • FENT remote deployment model

Contact center

  • Custom date range for reports

View details

August 12, 2016

Collaborate

  • Updated user profile layout
  • New location for group chat notification

Integrations

  • Outbound dialing and script support in Genesys Cloud for Salesforce
  • Outbound dialing and script support in Genesys Cloud for Zendesk

View details

June 29, 2016

Collaborate

  • Improvements to Documents dashboard

Communicate

  • Support for Polycom VVX 101 and 201 phones

Contact center

  • Utilization option for non-ACD calls
  • Change to the way that Genesys Cloud ACD assigns agents to interactions

View details

June 1, 2016

Collaborate

  • New user statuses
  • Increased chat room participant limits

Contact center

  • Configurable alerts for interaction statistics

Integrations

  • Genesys Cloud for Salesforce Console API logout event

View details

May 25, 2016

Collaborate

  • Thumbnail image support for additional document types

Communicate

  • Model-specific metabases for Polycom and AudioCodes phones

Contact center

  • Brazilian-Portuguese language support
  • Chat and email metrics added to queue reports

Integrations

  • Verint WFM historical and Verint WFM RTA

View details