Genesys Cloud - Contact center category
List of the Genesys Cloud release notes that include Contact center updates.
November 23, 2016
Contact center
- Architect IVR Transfer to Group action
- Limits to prevent excessive dialing
- Agent participation in simultaneous dialing campaigns
October 26, 2016
Collaborate
- Personal group favorites
Communicate
- Ability to rename inbox recordings
Contact center
- Dialpad for agent interactions
October 19, 2016
Collaborate
- Chat search command
Communicate
- Dialpad DTMF support
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
October 12, 2016
Platform
- Contact center access for third-party developers
Contact center
- Script editor UI
October 5, 2016
Platform
- Developer Forum
- Developer Center code samples and tutorials for API calls
- SDKs for JavaScript, Python, Ruby, and C#
Communicate
- Bulk import for phone configurations
Contact center
- Permissions for Dashboard, Queues, and Agents views
- Support for HTML formatting in responses and ACD emails
- Secure pause button
- Dutch and European Spanish language support in Architect
- Third-party call list cleansing service
- No-answer timeout campaign setting
- Real-time schedule adherence
- Maximum number of agents per management unit
September 28, 2016
Communicate
- Mini and micro versions of Genesys Cloud Edge
- Virtual Edge deployment option
Contact center
- Auto answer for Genesys Cloud web-based phones
September 21, 2016
Collaborate
- Additional search features in Documents
- Group sharing of documents
- Workspace descriptions in Documents
Communicate
- FENT remote deployment model
Contact center
- Custom date range for reports
September 14, 2016
September 7, 2016
August 17, 2016
Platform
- Genesys Cloud Partner Directory
Communicate
- Faxing from Documents
Contact center
- New Queues Activity views
August 10, 2016
Contact center
- Inbox support for time off requests
- Policy-based recording of email interactions
- Option to override default retention behavior for recording policies in conflict
Integrations
- Genesys Cloud for CIC
- Custom actions for web services data dip connector
July 27, 2016
Contact center
- Secondary level of user statuses
- Option to force wrap-up on disconnected conversations
- Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports
July 22, 2016
Communicate
- Toll-free number porting into Genesys Cloud Voice
Contact center
- Callback routing
- ACD-routed preview calls
- User Status Detail report
- Japanese language support
July 20, 2016
Contact center
- Ability to change recipient list in an email reply
- Outbound call flow variables
- Option to override default retention behavior for recording policies in conflict
July 13, 2016
Communicate
- Outbound user faxing
Contact center
- Auto answer feature and persistence connection option
July 6, 2016
Communicate
- Support for Polycom RealPresence Trio 880 phone
Contact center
- Play Estimated Wait Time action
- Play Position in Queue action
June 29, 2016
Collaborate
- Improvements to Documents dashboard
Communicate
- Support for Polycom VVX 101 and 201 phones
Contact center
- Utilization option for non-ACD calls
- Change to the way that Genesys Cloud ACD assigns agents to interactions
June 22, 2016
June 15, 2016
Contact center
- Time off requests
Integrations
- Microsoft Dynamics CRM data dip connector
June 8, 2016
Genesys Cloud Platform
- Help panel
Engage
- Queue activation permission
- Custom interaction details for web chats
- Agent alias for web chats
June 1, 2016
Collaborate
- New user statuses
- Increased chat room participant limits
Contact center
- Configurable alerts for interaction statistics
Integrations
- Genesys Cloud for Salesforce Console API logout event
May 25, 2016
Collaborate
- Thumbnail image support for additional document types
Communicate
- Model-specific metabases for Polycom and AudioCodes phones
Contact center
- Brazilian-Portuguese language support
- Chat and email metrics added to queue reports
Integrations
- Verint WFM historical and Verint WFM RTA
May 11, 2016
Platform
- Enhanced professional support assistance
Colloborate
- Video troubleshooting
Contact center
- Architect flow printing
- German language support
April 27, 2016
April 20, 2016
Collaborate
- Geolocation
Contact center
- Bulk add queue members based on groups, roles, location, and manager
