Genesys Cloud - Contact center category
List of the Genesys Cloud release notes that include Contact center updates.
August 10, 2022
Contact center
- Copy a development and feedback module
- Genesys Beyond module enhancements
- Configure setting to reduce latency of transcripts sent through Notifications API
- Messenger Transport Mobile SDK
- Use self-managed AWS Key Management Service for conversation data encryption
Platform
- South America (São Paulo) region deployment
Deprecations
- Microsoft Edge Legacy browser support deprecation
- Website visitor count API change
August 3, 2022
Contact center
- Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
- Custom payload for Google Cloud Dialogflow speech models
- Analyze predictive routing decisions
- Dynamic contact list sorting during a running campaign
Platform
- Improved phone number validation in Directory profiles
July 27, 2022
Communicate
- BYOC Cloud TLS X.509 certificate renewal
Contact center
- Genesys Dialog Engine Bot Flow Insights and Optimizations menu
Integrations
- Introducing Genesys Cloud for Microsoft Teams
Platform
- Windows 11 support for the desktop app
July 20, 2022
Contact center
- Skill expression groups available in select regions
- Pre-contact and post-contact rule sets for outbound digital campaigns
- System Dispositions condition type added to call rules for outbound dialing campaigns
- Cover art for development and feedback modules
- Query historical adherence data via GET request for workforce management
July 13, 2022
Collaborate
- Genesys Cloud video chat setting improvements
Communicate
- Introducing BYOC Premises Customer Hardware Solution
- Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
Contact center
- Topic trends summary and detail views
- Agent ACD skills and language proficiency routing improvement
- Improved default program list in speech and text analytics settings
- Japanese voice transcription support
Deprecations
- Website visitor count API change
July 6, 2022
Contact center
- Introducing contact center work teams
- Predictive routing queue detail report
- External metrics for performance scorecards
- Topics and sentiment metrics consolidation
- Amazon Lex integration in Canada (Central) AWS region
Integrations
- SMTP server integration email error notifications to agents
June 29, 2022
Platform
- Automatically log out inactive users
Communicate
- Introducing Global Media Fabric
- LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
- New Poly CCX supported phones
Contact center
- Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
- Improved module assignment workflow
- Adjust wrap-up codes and notes using the API
June 22, 2022
Contact center
- Reset and reassign development and feedback modules
- Interaction evaluation form version tracking
- Blocked offer views for Predictive Engagement journey action maps
- Rich text formatting in bot messages
- Interactions UI improvement
- Intent miner Spanish language support
- Web chat widget support for Google Fonts
Deprecations
- Canned reports deprecation
- API default profile change for gamification metrics
June 15, 2022
Contact center
- Improved wait time for call recording download and playback
- Prioritize order of performance and development information in Agent activity view
- Amazon Lex integration in Asia Pacific (Tokyo) AWS region
Deprecations
- Bridge integrations deprecation
- Website visitor count API change
June 8, 2022
Contact center
- Workforce management forecast modification limit increase
Integrations
- Google Cloud Dialogflow CX Resell available in AppFoundry
Platform
- Optionally disable built-in application authorizations
June 1, 2022
Contact center
- Korean programs, topics, and phrases support
Integrations
- Use trigger endpoint with Google Cloud Function data actions
May 25, 2022
Communicate
- Use Genesys Cloud desktop app to run WebRTC Media Helper
Contact center
- Agentless WhatsApp notifications
- Define gamification profile metrics for media type and queue
- Assessment data in agent development views
- Additional customer information in Queues Activity Detail view
Platform
- Developer tools refresh
May 18, 2022
Contact center
- Introducing AudioHook Monitor
- Mandatory US and Canada SMS toll-free number verification
- Retrieve estimated wait times for different media types in Architect flows
- Use random functions in Architect decision actions
- Parity in agent performance views with agent metrics reports
- Export and import forecast in user-selected time zone for workforce management
- Secure pause recordings when not a conversation participant in Conversations API
Platform
- Enable automatic capture of console logs for troubleshooting
Deprecations
- Agent interaction UI collapse/expand control removal
May 11, 2022
Communicate
- Introducing hybrid telephony connections
Contact center
- Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
- Recycle a digital campaign
- Enhanced customer journey view for Predictive Engagement administrators
- Shrinkage Reporting API for workforce management
- Ability to provide feedback to sentiment analysis in French dialects
- Dutch programs, topics, and phrases support
Integrations
- Amazon EventBridge topic for wrap-up codes
- Amazon EventBridge topics for external contacts and after call work events
Platform
- Updated icons in the Genesys Cloud UI
May 4, 2022
Contact center
- Workforce management agent schedule enhancements
- Expanded inbound MMS support for SMS messages
- Outbound MMS support for SMS messages
- DNC.com integration for Do Not Contact lists enhancements
- Performance report for queues with predictive routing
- Ability to remove PII from voicemail and fax notifications
Integrations
- Amazon EventBridge topics for conversation and flow metrics
Platform
- API usage report
- CX as Code support for Architect flows
- Genesys Cloud fair use policy documentation improvement
Deprecations
- Deprecation of workforce management time-off requests for non-consecutive days
April 27, 2022
Contact center
- Authenticated web messaging
- ”Bring your own keys” for recording encryption
- SSML support for language capabilities in Genesys Dialog Engine Bot Flows
- Toll-free number and long code support in NANP for outbound SMS campaigns
- Map secondary presence statuses to workforce management activity codes
- Workforce management view adherence permission
Deprecations
- Workforce management adherence permission change
April 20, 2022
Contact center
- Filter interaction transcripts by detected topics in Content Search view
- Audit log viewer for workforce management time-off limits and time-off plans
April 13, 2022
Contact center
- Additional learning and coaching permissions for supervisor and administrator roles
Deprecations
- Website visitor count API change
April 6, 2022
Communicate
- Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)
Contact center
- Inline images in canned responses
- Ability to disable call analysis and answering machine detection
- Email, message, and chat transcript enhancements
- Configure workforce management activities as interruptible for coaching
Deprecations
- Workforce management adherence permission change
March 30, 2022
Contact center
- Predictive routing for email interactions
- Predictive routing for message interactions
- Coaching UI improvements
- Coaching and learning by division access
- Architect Flush Audio action
- Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
- Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish
Platform
- The Developer Center has a new look
- Introducing Developer Center Notifications Monitor
Deprecations
- Deprecation of workforce management time off requests for non-consecutive days
March 23, 2022
Contact center
- Introducing analytics workspace
- Average Hold Handled and ACW Handled columns in Performance views
- Improved customer sentiment scoring
- Workforce management import service enhancement
- Configurable Messenger position for web messaging
- Web messaging delivery status notifications
- Campaign and campaign sequence schedule improvements
Platform
- US East 2 (Ohio) region deployment
Deprecations
- Agent interaction UI collapse/expand control removal
March 16, 2022
Contact center
- Introducing Architect in-queue flow support for digital flows
- Architect data table permission enhancements
- Customize inbound message flow based on action map
- Assign to me option for quality management evaluation assignment
- Portugal Portuguese voice transcription support
- Portugal Portuguese programs, topics, and phrases support
March 9, 2022
Contact center
- Introducing Architect built-in voicemail flow
- Flow milestone views and flow outcomes and performance view updates
- Scheduled Callbacks view improvements
- Expanded workforce management audit log details
- View the creation date and time of a schedule or forecast
- Inspirational quotes replacement
Integrations
- Maximum instances per organization for Amazon EventBridge integration
Deprecations
- Horizontal script panel in agent interaction UI removal
- Workforce management adherence permission change
March 2, 2022
February 23, 2022
Platform
- Genesys Cloud offer packaging and pricing changes
- BYOC Cloud pricing model changes
- Fair use voice transcription pricing changes
Contact center
- Agent-owned callback requests and Scheduled Callbacks view
- Skill matching for predictive routing
- Dutch and Korean voice transcription view and search support
Deprecations
- Architect Get Journey Sessions by customer action removal
