Communicate


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
[View details]

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
[View details]

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
[View details]

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
[View details]

October 21, 2020

Communicate

  • Additional Force TURN IP addresses now available

Contact center

  • Content templates for messaging campaigns
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

February 5, 2020

Communicate

  • New Genesys and Polycom supported phones and firmware

Contact center

  • Data tables enhancements

Integrations

  • AWS S3 recording bulk actions integration
  • OneLogin for Genesys Cloud SCIM

Platform

  • Bulk export recordings in Recordings API
[View details]

October 30, 2019

Communicate

  • Genesys Cloud Voice in Norway

Contact center

  • View export data in interactions and interactions detail views
  • Inbound messaging channel routing for WhatsApp
  • Dynamically reference skills in Architect
  • Call history improvements

Integrations

  • mTLS authentication for data actions

Platform

  • New color scheme for Genesys Cloud
[View details]

September 18, 2019

Communicate

  • Add BYOC Cloud or Genesys Cloud Voice to existing subscription

Contact center

  • Bulk delete recordings in Recordings API
  • View evaluations update
[View details]

August 14, 2019

Communicate

  • Genesys Cloud audio management improvement

Platform

  • AppFoundry free trial offers for premium applications
  • Bring Your Own Technology billing rates

Deprecations

  • Classic Agents Performance views deprecation removal
  • Social channel management deprecation postponement
[View details]

August 7, 2019

Communicate

  • Genesys Cloud Voice EMEA rate decrease

Contact center

  • Increase timeout limit for Architect email and message flows

Integrations

  • Amazon Lex integration for inbound web chat flows
[View details]

July 17, 2019

Communicate

  • FCC USF contribution rate changes for Genesys Cloud Voice

Contact center

  • Automatic time zone mapping overrides
[View details]

July 3, 2019

Communicate

  • Genesys Cloud Voice in Denmark
  • BYOC Cloud rate decrease

Contact center

  • Export data from Surveys views
  • Data action rule conditions
[View details]

June 5, 2019

Communicate

  • Genesys Cloud Voice in Spain and Switzerland

Contact center

  • Introducing Predictive Engagement
[View details]

April 24, 2019

Communicate

  • Genesys Cloud Voice in Belgium and Finland

Contact center

  • Architect collection values enhancement
  • Agent script auto-save
  • Service level calculation enhancement
[View details]

April 17, 2019

Communicate

  • Genesys Cloud Voice in Sweden

Contact center

  • Real-time status columns in agents performance views
  • Interaction countdown alert
[View details]

April 10, 2019

Communicate

  • Advanced microphone settings

Contact center

  • Architect Transfer to voicemail enhancements
  • Improved external contact search results for web chat
[View details]

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