Genesys Cloud - Contact center category

List of the Genesys Cloud release notes that include Contact center updates.
February 14, 2018

Platform

  • Introducing the AppFoundry

Communicate

  • Genesys Cloud Voice in the United Kingdom

Contact center

  • Easier media type filtering in Interaction Details report spreadsheets

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January 31, 2018

Contact center

  • Screen recording for Genesys Cloud desktop app
  • Choose reply email addresses
  • Create email rules

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January 24, 2018

Contact center

  • Architect home page and UI enhancements
  • Send button for web chat

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January 17, 2018

Platform

  • Genesys response to Meltdown and Spectre vulnerability

Contact center

  • Import and export scripts between organizations
  • Swedish and Danish IVR prompt support in Architect

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January 10, 2018

Contact center

  • Web chat reconnect

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December 20, 2017

Communicate

  • User to User Information (UUI) support
  • Phone provisioning from the cloud

Contact center

  • Web chat schedules
  • Enhanced support for external contacts in interactions
  • Maximum shift start time variance

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December 13, 2017

Platform

  • Sample of enhanced Genesys Cloud invoice

Communicate

  • Persistent connection for WebRTC phones

Contact center

  • Queues performance summary row
  • Configure failed transfer audio within transfer actions

Integrations

  • Credential types and authentication flows for web services data actions integration

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December 6, 2017

Contact center

  • Undo or redo unsaved schedule changes
  • Log in and log out times in Agent Activity Summary reports

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November 29, 2017

Contact center

  • Dialing group and site configuration campaign options

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November 22, 2017

Contact center

  • Variable initial values in Architect

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November 15, 2017

Platform

  • Genesys Cloud invoice enhancements

Contact center

  • Alert notifications deleted after 30 days

Integrations

  • Zendesk data actions integration

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November 8, 2017

Contact center

  • Improved support for external contacts in email interactions

Integrations

  • Screen share and co-browse support for Genesys Cloud for Salesforce
  • Screen share and co-browse support for Genesys Cloud for Zendesk
  • Screen share and co-browse support for Genesys Cloud for Chrome

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October 25, 2017

Contact center

  • Architect bypass audio sequence support for call flows
  • Workforce management short-term forecasting enhancements
  • Workforce management supported media types

Integrations

  • Microsoft Dynamics 365 data actions integration
  • Support for Active Directory Connector custom attributes

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October 18, 2017

Platform

  • Free seating organization setting

Communicate

  • USB-based Edge pairing
  • Support for China-specific encryption certificates in Edge pairing process

Contact center

  • Enhanced user selection in report editor
  • Interactions view enhancements

Integrations

  • Genesys Cloud data actions integration

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October 11, 2017

Platform

  • PCI DSS Level 1 compliance for Secure IVR
  • Improved view of subscription, billing, and usage information

Contact center

  • Scripts with email

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October 4, 2017

Platform

  • Resource Center faceted navigation search

Communicate

  • Improved Edge clock synchronization

Contact center

  • Route emails based on external contact information

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September 27, 2017

Platform

  • Notifications API topic and open source project for WFM RTA integrations

Contact center

  • Architect Call.CurrentQueue built-in variable for in-queue call flows
  • Global outbound campaign call settings

Integrations

  • Store chat transcripts in Salesforce activity records

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September 20, 2017

Contact center

  • Secure call flows in Architect
  • Architect Exit and Next Loop actions for all call flow types
  • Automatic email responses
  • Substitutions for canned responses
  • Bulk addition of queues to agents
  • Callbacks in reports and alerts
  • Workforce management schedule administration enhancements
  • Workforce management export enhancements

Integrations

  • Custom client applications integration
  • Web services data actions integration

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September 13, 2017

Platform

  • Client management for partners and resellers

Communicate

  • Edge and Media Tier release notes email subscription

Contact center

  • Schedule options for inbound email flows

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September 6, 2017

Contact center

  • ACD voicemail routing
  • Co-browse for voice interactions
  • Queues Activity views enhancements
  • Callback filter in contact center dashboards and views
  • Contact Property call rule condition enhancement

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August 30, 2017

Platform

  • Help panel enhancement
  • Callback metrics in the Analytics API

Contact center

  • Scripts with web chat
  • Queues Performance view export

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August 23, 2017

Contact center

  • Extended select statement for Architect

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August 9, 2017

Contact center

  • Data actions in agent scripts

Integrations

  • Routing Salesforce emails through Genesys Cloud for Salesforce

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July 26, 2017

Platform

  • APIs for schedule management and IVR configuration
  • New invoice system

Collaborate

  • Hunt groups

Contact center

  • Historical schedule adherence
  • Keep campaign running option

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July 12, 2017

Platform

  • Web chat event subscription

Contact center

  • Local recording key management

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