Contact center


November 18, 2020

Contact center

  • Agent-owned records for preview campaigns
  • Speech and text analytics settings improvement
  • Service level calculation enhancement
  • Access partial availability time stamp in Analytics API
  • Interactions panel improvement

Platform

  • Release Notes now include feature subscriptions
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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
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October 28, 2020

Contact center

  • Introducing workforce management work plan rotations
  • Add an interaction to an existing coaching appointment
  • Interaction’s detail page improvements
  • WEM add-on price reduction
  • Routing Used filter and column in Performance views
  • Provider filter in Performance views

Deprecations

  • Screen recording policy changes for Genesys Cloud 2 users postponement
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October 21, 2020

Communicate

  • Additional Force TURN IP addresses now available

Contact center

  • Content templates for messaging campaigns
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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]

October 7, 2020

Contact center

  • Workforce management planning group improvements
  • View agent development activities using APIs

Integrations

  • Interaction widgets for client application integrations

Deprecations

  • Screen recording policy changes for Genesys Cloud 2 users
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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
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September 23, 2020

Contact center

  • Introducing sentiment analysis
  • Enhanced player on interaction detail page
  • Richer customer journey context for agents
  • Business hours scheduling for Predictive Engagement web chats
  • Change history log for Predictive Engagement
  • Configurable default prompts in Genesys Dialog Engine

Integrations

  • IP addresses for emails sent using the custom SMTP server integration

Deprecations

  • Export Media Types and Role real-time columns data into .csv files deprecation
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September 16, 2020

Contact center

  • Multi-monitor screen recording
  • Manually assign waiting interactions to agents using APIs
  • Evaluation form question group weight changes
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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]

August 26, 2020

Contact center

  • UK English and Australian English voice transcription support
  • View an agent’s secondary status in select views
  • Contact list filters for messaging campaigns
  • Export skill and language group queue metrics in Queues Performance Detail view

Integrations

  • Introducing Genesys Cloud for Salesforce SDK

Platform

  • The Resource Center has a new name
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August 19, 2020

Contact center

  • Introducing voice transcription
  • View workforce management schedule changes with the audit log viewer
  • Third-party text-to-speech (TTS) engines for bot integrations
  • Configure intent disambiguation in Genesys Dialog Engine
  • Agent toolbar usability improvement

Deprecations

  • Internet Explorer support for Genesys Cloud embedded client deprecation
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August 5, 2020

Contact center

  • Limit on number of exported entities in aggregate Performance views

Integrations

  • Introducing Google data actions integration

Platform

  • View organization configuration changes with audit log viewer
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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 22, 2020

Contact center

  • Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
  • Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
  • Genesys Dialog Engine pricing
  • Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
  • Last-used queue for outbound interactions
[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 8, 2020

Contact center

  • ACD email message threading limit change
  • Contact verification and interaction history enhancements for additional selected regions

Integrations

  • Single sign-on integration enhancement

Platform

  • Journey JavaScript SDK enhancement for refined tracking and segmentation
[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 24, 2020

Contact center

  • Contact verification and interaction history enhancements for selected regions
  • Add Workforce Engagement Management to subscriptions
  • Template messages for agents using WhatsApp
  • Increased limit for Agent Performance views filters
  • Digital flow outcome functionality in Architect and Analytics API
  • Assign Google Dialogflow bot events for non-responsive callers
  • Barge-in functionality for Google Dialogflow enabled by default

Integrations

  • Introducing Adobe data actions integration
  • Introducing Adobe Experience Platform integration for profile lookup

Deprecations

  • Screen recording, evaluations, and surveys permissions change
[View details]

June 17, 2020

Contact center

  • Introducing Nuance Text-to-Speech integration
  • Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
  • Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
  • Get Journey Sessions by Customer action and Get Journey Session action in Architect

Deprecations

  • Screen recording, evaluations, and surveys permissions change postponement
[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]

June 3, 2020

Contact center

  • Customize external contacts and organizations
  • Status timer for agents
  • Upload and preview images with content offers in Predictive Engagement
  • Get Journey Outcome action and Get Journey Segment by ID action in Architect
[View details]

May 27, 2020

Contact center

  • Introducing coaching with quality management
  • Add an agent’s workforce management schedule to an external calendar
[View details]

May 20, 2020

Contact center

  • Introducing outbound SMS campaigns

Platform

  • Limit organization access to users with specified IP addresses
  • Usage APIs for premium applications

Deprecations

  • Long polling for Genesys Cloud clients and network configurations deprecation update
[View details]