Genesys Cloud - Contact center category
List of the Genesys Cloud release notes that include Contact center updates.
October 3, 2018
Contact center
- Export data from skills performance views
Integrations
- AWS Lambda data actions integration
September 12, 2018
Contact center
- Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
- Workforce management agent scheduling enhancements
- Run Now option on reports page
September 5, 2018
Contact center
- View export for Agents Performance and Queue Performance Detail aggregate views
August 29, 2018
Platform
- Turn off file uploading in chats
Contact center
- Skill configuration for third party emails in Architect
- Script display enhancement
August 22, 2018
Platform
- Introducing Features coming soon
Contact center
- Advanced workforce management short-term forecasting techniques
- Granular permission set in Architect
- Access Architect from the Routing menu
- Wrap-up Notes column in Interactions view and Agents Interactions Detail view
- Danish language support
August 15, 2018
Platform
- GDPR compliance update
Contact center
- Architect flow authoring enhancements
Integrations
- Genesys Cloud for Firefox extension
August 1, 2018
Platform
- Genesys Cloud Embeddable Framework API
Contact center
- Japanese TTS and ASR language support
- Language string variable name in Architect
- View past reports in report history
Integrations
- Introducing the Amazon Lex integration
- Genesys Cloud for Chrome extension
July 25, 2018
July 18, 2018
Platform
- Improved customer onboarding
Contact center
- Assign skills without the Master Admin role
- Web chat appearance enhancement
- Improved XLS formatting for reports
July 11, 2018
Contact center
- Aggregate detail views
- Flag problematic calls
- New HTML editor for email messages
Integrations
- Premium applications in the AppFoundry
- Skype for Business integration
July 4, 2018
June 27, 2018
Platform
- WebRTC Softphone SDK
Communicate
- Media metrics and diagnostic recording enhancements
Contact center
- Increased agent limit in workforce management units
- Workforce management shrinkage percentage intervals
- Status duration in the workforce management real-time adherence view
- Workforce management intraday monitoring enhancements
- Workforce management schedule editor enhancements
- Save filter and column settings in performance views
- Link external contacts to external sites
- Finnish language support
June 20, 2018
Platform
- Client App SDK
Contact center
- Products, roles, and permissions list enhancement
June 13, 2018
Contact center
- Add contact numbers to DNC lists in agent scripts
- Workforce management permissions updates
May 30, 2018
Contact center
- Authenticated web chat
- Configurable whisper audio
- Agents Performance views
- Skills-based analytics view
- Interactions view enhancements
May 23, 2018
Platform
- GDPR compliance
Contact center
- Full view export for Queue Performance views
- Abandon metrics insights
- Automatic email reply configuration in Architect
May 16, 2018
Communicate
- Genesys Cloud Voice in France and the Netherlands
- Follow-me call forwarding
Contact center
- Holiday and emergency schedules for routing configuration
- Create data tables and retrieve data from Architect flows
- Queues Activity view for agents
May 9, 2018
May 2, 2018
Platform
- EU (Frankfurt) region
Communicate
- Override calling name trunk setting
Contact center
- Queues performance view enhancements
- Analytics API metrics
April 25, 2018
Communicate
- Introducing BYOC (Bring Your Own Carrier)
Contact center
- Collapse and expand actions in Architect
- Transfer calls to queue permission
- Omnichannel interaction history for external contacts licensing
April 18, 2018
Communicate
- Genesys Cloud Voice in Ireland
Contact center
- Finnish IVR support in Architect
Integrations
- Import and export data actions for integrations
March 28, 2018
Contact center
- Markdown in scripts
- Assign queues when editing a person
- External contact address information in searches
March 21, 2018
Communicate
- Alternate NTP providers for premises Edge appliances
Contact center
- Agent Login-Logout Details report
- Calling party number field for queues validation
- Chinese (simplified) TTS and ASR language support
Integrations
- Outbound dialing campaign management in Genesys Cloud for Salesforce
March 7, 2018
Contact center
- Inbound SMS message routing
- Compliance abandon settings for campaigns
- Blind and consult transfer script actions
February 21, 2018
