Genesys Cloud - Contact center category

List of the Genesys Cloud release notes that include Contact center updates.
August 16, 2023

Contact center

  • Additional voice transcription accuracy improvements for Japanese
  • Sensitive Data Masking for voice interactions
  • Additional CX 1 Digital Add-On II capabilities
  • Co-browse for web messaging read-only fields and buttons
  • Dashboards summary page enhancements
  • Dashboard management for administrators
  • Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

  • Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

  • Search Audits view deprecation
  • BYOC Cloud TLS X.509 certificate renewal
  • Certificate Authority change for Microsoft Teams integration
  • Release Notes category improvements

View details

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

View details

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

View details

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

View details

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

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

View details

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

View details

June 28, 2023

Contact center

  • Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

  • Deprecation: CX digital agent workspace

View details

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

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

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

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

    April 26, 2023

    Contact Center

    • Generative AI to summarize agent digital interactions
    • New workforce management scheduling menu
    • Automatic language detection for digital interactions
    • Show or hide top searched articles in Support Center
    • Bulk changes to knowledge base question and answer articles
    • Copy an existing evaluation or web survey form
    • Customer Journeys tab in the Interactions View
    • Canned responses source code/HTML editor
    • Access to Queue Agent Details View by division membership

    Integrations

    • Introduction of OAuth 2.0 for custom SMTP integration

    Deprecations and announcements

    • Customer journey tab replacement

    View details

    April 19, 2023

    Platform

    • Single sign-on configuration enhancement

    Contact Center

    • Campaign performance views for agents
    • Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
    • Add Max No Input task to Architect bot actions
    • Performance insights view
    • Filter by evaluation form name

    Integrations

    • Nuance Mix integration support in Australia

    View details

    April 12, 2023

    Contact Center

    • External contacts Profile tab updates
    • Import question and answer FAQs from URLs

    View details

    April 5, 2023

    Platform

    • Automatic inactivity timeout improvement
    • Maximum voicemail recording length setting

    Contact Center

    • Introducing the Data Actions Performance views
    • Introducing new Topic tab in agent, queue, and flow summary and detail views
    • Extended voice transcription services support for Arabic and Hebrew right to left languages
    • Topics and phrases support for Arabic right to left languages
    • Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
    • Data action in rule conditions for digital campaigns
    • Notification message for conversation disconnect

    Deprecations and announcements

    • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

    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 15, 2023

    Contact Center

    • Topic spotting improvement
    • Extend after call work (ACW) timeout settings to digital channels
    • Agent requested after call work (ACW) option
    • After call work (ACW) analytics for callbacks improvement
    • Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
    • Genesys natural language understanding (NLU) improvements

    Integrations

    • Genesys AppFoundry improvements

    Deprecations and announcements

    • Static data actions for web service data actions integration
    • Genesys Predictive Engagement on Genesys Engage hybrid solutions 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

    March 1, 2023

    Contact center

    • Introducing homescreen configuration for Messenger
    • Knowledge articles in Messenger
    • Agent Log-in Log-out report
    • Status duration data for agents
    • Analytics workspace improvements
    • Delayed reaction triggers for process automation

    Platform

    • Hong Kong, Jakarta, and Paris satellite region deployment

    Deprecations and announcements

    • Mandatory US and Canada SMS/MMS registration
    • Deprecation of select filters in Analytics API in Predictive Engagement postponement
    • End of Analytics Conversation Detail Endpoint API query interval change allowlist
    • CIDR IP address range for cloud media services expansion

    View details

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