Genesys Cloud - Communicate category

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

View details

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

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 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

    March 29, 2023

    Communicate

    • Built-in Genesys Cloud WebRTC diagnostics application improvements

    Contact Center

    • External contacts Profile tab updates
    • Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
    • Archive and unarchive learning modules

    Integrations

    • Automatic regionalization of endpoints for existing Google Cloud TTS and STT  integrations
    • Custom voices support for the Google Cloud Text-to-Speech integration

    Deprecations and announcements

    • Static data actions for web service data actions integration removal

    View details

    March 22, 2023

    Communicate

    • Transcription for Communicate voicemails
    • Active speaker indicators

    Contact Center

    • Additional voice transcription accuracy improvements for Spanish
    • Approve time-off requests based on agent hire date
    • Evaluation source in evaluation cards
    • Enhanced pagination control in analytics workspace views
    • Queue Performance Summary chart view
    • Metric values in views with duration statistics
    • Transcription for Communicate voicemails
    • Restricted access to details about predictive routing agents
    • Delete a knowledge base

    Deprecations and announcements

    • Deprecation of select filters in Analytics API in Predictive Engagement

    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

    February 22, 2023

    Communicate

    • Require the WebRTC Media Helper
    • WebHID technology for Jabra headsets re-enablement

    Contact center

    • Improved interval granularity for a specific time span during performance metrics exports
    • Improved module scheduling
    • Scorecard tab improvements in the agent activity view

    Deprecations and announcements

    • journeyCustomer cookie id from GDPR API subjects response deprecation
    • Customer journey tab replacement
    • Genesys legacy Dialog Engine deprecation
    • Knowledge workbench V1 deprecation

    View details

    December 21, 2022

    Contact center

    • Co-browse for web messaging
    • Automatic email signatures in canned responses
    • Enhanced canned responses editor options
    • Rich media in knowledge base articles
    • Genesys Cloud native text-to-speech (TTS) French and Spanish support

    Integrations

    • Introducing the Google Cloud Speech-to-Text (STT) integration
    • Microsoft Teams integration enhancements

    Platform

    • Single sign-on configuration enhancements

    Deprecations and announcements

    • OS Family attribute in Predictive Engagement
    • Windows 7 support for the desktop app deprecation
    • Canned reports deprecation date updates
    • CIDR IP address range for cloud media services expansion postponement

    View details

    December 14, 2022

    Communicate

    • WebHID technology for Jabra headsets
    • Telephony administrator user interface updates

    Contact center

    • Genesys Agent Assist available in Genesys Cloud Embedded Clients
    • Import and export knowledge base articles in additional formats
    • No input timeout settings in Genesys Digital Bot Flows
    • Call digital bot flows from Architect in-queue message flows
    • Sentiment data in Agent Queue Detail and Queue Agent Detail views
    • Topic spotting improvement
    • Japanese programs, topics, and phrases support
    • Usability improvements to messaging and email in the Transcript tab
    • Genesys Cloud forecasting user interface updates

    Deprecations and announcements

    • Genesys Cloud SSO certificate expiry
    • CIDR IP address range for cloud media services expansion

    View details

    December 7, 2022

    Communicate

    • Ringtone options for web and desktop apps

    Contact center

    • Predictive routing queue impact report
    • Limited details for interactions older than 1.5 years available in all regions
    • Auto search for callbacks and outbound campaign calls in the Profile panel
    • Offset parameter added in recording bulk job API
    • Do Not Contact list endpoints for record removal
    • Genesys Messenger support for Hebrew
    • Tempo icon in Genesys Cloud
    • Workforce management time-off plan accessibility improvements
    • Knowledge workbench V2 accessibility improvements

    Deprecations and announcements

    • Microsoft Edge Legacy browser support deprecation

    View details

    November 16, 2022

    Communicate

    • Opt out of voicemail and replace system audio for the default Architect voicemail flow

    Contact center

    • Genesys Agent Assist in agent workspaces
    • Delayed arrival notifications to supervisors in Genesys Tempo™
    • Coaching appointment configuration improvement
    • Improved voice transcription accuracy for Spanish
    • Limited details for interactions older than 1.5 years available in select regions

    Platform

    • IP addresses for data actions integrations automatically allowed

    View details

    November 2, 2022

    Communicate

    • International number plans as outbound routes changes

    Contact center

    • Introducing Genesys Cloud digital licenses
    • Agentless email notifications
    • Outbound email campaigns
    • Delivery status receipts for outbound email campaigns
    • Manage time zones for outbound email campaigns
    • Increased email size limit for custom SMTP integrations
    • New filters and columns in Content Search view
    • AudioHook billing for active use only
    • Cumulative uploads of external metrics for performance scorecards

    Deprecations and announcements

    • API endpoint change for local key settings in recording service
    • CIDR IP address range for cloud media services expansion

    View details

    September 7, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Queue administration user interface improvements
    • Detected Topics gamification metric
    • Set Content Template action type added to digital rules for outbound digital campaigns

    Platform

    • Google Fonts API usage change for GDPR compliance

    View details

    August 31, 2022

    Communicate

    • Genesys Cloud WebRTC diagnostics app improvements

    Contact center

    • Genesys Digital Bot Flows
    • SMS message delivery status
    • Reset agent personal bests in gamification
    • Genesys Dialog Engine Bot Flows support for Portuguese
    • Improved voice transcription accuracy for Dutch

    Integrations

    • Cross-region export option for AWS S3 recording bulk actions integration

    View details

    July 27, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Genesys Dialog Engine Bot Flow Insights and Optimizations menu

    Integrations

    • Introducing Genesys Cloud for Microsoft Teams

    Platform

    • Windows 11 support for the desktop app

    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

    June 29, 2022

    Platform

    • Automatically log out inactive users

    Communicate

    • Introducing Global Media Fabric
    • LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
    • New Poly CCX supported phones

    Contact center

    • Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
    • Improved module assignment workflow
    • Adjust wrap-up codes and notes using the API

    View details

    May 25, 2022

    Communicate

    • Use Genesys Cloud desktop app to run WebRTC Media Helper

    Contact center

    • Agentless WhatsApp notifications
    • Define gamification profile metrics for media type and queue
    • Assessment data in agent development views
    • Additional customer information in Queues Activity Detail view

    Platform

    • Developer tools refresh

    View details

    May 11, 2022

    Communicate

    • Introducing hybrid telephony connections

    Contact center

    • Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
    • Recycle a digital campaign
    • Enhanced customer journey view for Predictive Engagement administrators
    • Shrinkage Reporting API for workforce management
    • Ability to provide feedback to sentiment analysis in French dialects
    • Dutch programs, topics, and phrases support

    Integrations

    • Amazon EventBridge topic for wrap-up codes
    • Amazon EventBridge topics for external contacts and after call work events

    Platform

    • Updated icons in the Genesys Cloud UI

    View details

    April 6, 2022

    Communicate

    • Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

    Contact center

    • Inline images in canned responses
    • Ability to disable call analysis and answering machine detection
    • Email, message, and chat transcript enhancements
    • Configure workforce management activities as interruptible for coaching

    Deprecations

    • Workforce management adherence permission 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

    December 22, 2021

    Communicate

    • EMEA numbers available for Genesys Cloud Voice US and Canada

    Integrations

    • Introducing the Amazon EventBridge integration
    • Introducing the Nuance Mix integration for voice and digital flows

    Deprecations

    • Agent interaction UI collapse/expand control removal
    • Horizontal script panel in agent interaction UI removal
    • Workforce management historical data import service JSON format endpoint deprecation

    View details

    December 15, 2021

    Communicate

    • Telephony terminology changes

    Contact center

    • Send custom attributes with web messages
    • Agentless Notification API enhancement for SMS and open messaging
    • Analytics Detail Events for the EventBridge integration
    • Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

    Integrations

    • Salesforce Omni-Channel chat routing in Genesys Cloud

    Platform

    • CX as Code

    View details

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