Communicate

June 30, 2021

Communicate

Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

Use Architect prompts in Google Dialogflow bots

Platform

Virtual Desktop Infrastructure

Deprecations

Journey Reporting Service decommission
Genesys Cloud Ruby SDK deprecation

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June 16, 2021

Communicate

WebRTC Media Helper for VDI environment

Contact center

Introducing Architect common module flows
Permission to activate and deactivate queue membership
New custom actions and usability improvements for script designers
Caller ID and caller name specification on Callback API
Bring Your Own Technology (BYOT) billing changes

Deprecations

Facebook Messenger HUMAN_AGENT message tag deprecation
Predictive Engagement outcome limitation change
Topics and programs audit events name change

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June 9, 2021

Communicate

User to User Information (UUI) enhancement for remote stations
DTMF support in active calls

Contact center

Audit trail improvements in Interaction Details view
Improved agent external contacts experience
New audio alert for non-voice interactions

Platform

Genesys Cloud Command Line (CLI) enhancements

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May 5, 2021

Communicate

Search for external contacts and organizations on mobile devices

Contact center

Topic manager and topic spotting support for queues and flows
Configurable messaging threading timeline
Export Architect flows in YAML format
External contacts bulk APIs for notes and relationships
Journey aggregate query API for non-offered action states

Deprecations

CIDR IP address range for cloud media services change completed

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March 31, 2021

Communicate

Custom SIP response code for maximum call setting in trunk configurations

Contact center

New queue configuration tabs
Manually assign waiting interactions in a queue

Integrations

Okta for Genesys Cloud SCIM

Deprecations

Coaching permissions change
CIDR IP address range for cloud media service change

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February 17, 2021

Communicate

Make and receive WebRTC calls on Android devices

Contact center

Search interactions for SIP signaling information for selected regions
Agent evaluation comment indicator
Call recording playback and transcription synchronization
Voice transcription support for BYOC Premises
Frequency capping on Predictive Engagement web action offers

Integrations

AWS Lambda data actions integration enhancement

Deprecations

Predictive Engagement webhooks deprecation
Journey history data retention period change

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February 10, 2021

Communicate

BYOC Cloud custom SIP headers for improved carrier interoperability
Extended maintenance window for cloud-based Edge updates

Contact center

Introducing programs, topics, and phrases for speech and text analytics
US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
Coaching appointment scheduling with workforce management
Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

Introducing the Zoom Phone integration

Deprecations

Replace call with voice in Sentiment Aggregates API change

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January 27, 2021

Communicate

Make and receive WebRTC calls on iPhones

Contact center

Scheduled Callbacks view usability enhancements
Export view data advanced options
Analytics Aggregates API for sentiment analysis on digital interactions

Platform

Restore deleted OAuth clients
Set Collaborate chat message retention

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January 13, 2021

Communicate

DID and toll-free number management enhancements

Contact center

Sentiment analysis for digital interactions
Voice transcription enhancement in speech and text analytics API
Undo or redo changes to a workforce management work plan
Genesys Predictive Engagement rebranding

Deprecations

Export Media Types and Role real-time columns data into .csv files deprecation
Limit journey and interaction history for external contacts and organizations to 365 days deprecation

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December 9, 2020

Platform

Clone a user in an authorized organization enhancement

Communicate

Identify assigned phone numbers

Contact center

Enhancements to the workforce management rescheduling process
Improved estimated wait time calculation
Turn off evaluation form question group weights

Deprecations

Replace call with voice in Sentiment Aggregates API change
Analytics Conversation Detail Endpoint API maximum record per query change
Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
Analytics User Detail Endpoint API query interval change postponement
Analytics Conversation Detail Endpoint API query interval change postponement

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December 2, 2020

Communicate

Genesys Cloud Voice in Austria, Poland, and Portugal
BYOC Cloud certificate renewal

Contact center

Granular permissions for scheduling, call routing, and emergencies
Performance dashboards enhancements
New columns in agent views
Journey aggregate query enhancement in Analytics API

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November 4, 2020

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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October 21, 2020

Communicate

Additional Force TURN IP addresses now available

Contact center

Content templates for messaging campaigns

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October 14, 2020

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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September 30, 2020

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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September 9, 2020

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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September 2, 2020

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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July 29, 2020

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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July 15, 2020

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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July 1, 2020

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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June 10, 2020

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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April 29, 2020

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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