Contact center
January 15, 2020
Contact center
- Predictive Engagement tracking in Single Page Applications
- Wallboard accounts to view Performance dashboards
- Genesys Cloud Voice support for outbound dialing modes in EMEA
January 8, 2020
Contact center
- Answering machine beep detection improvements for call analysis
Deprecations
- Classic Queues views deprecation removal
December 18, 2019
Contact center
- Predictive Engagement webhooks
- Export view group data metrics enhancement
- Improved evaluation scoring results
Platform
- OAuth scopes for applications
- Agent Details enhancement in Analytics API
Deprecations
- iOS Supervisor chat deprecation
- WebRTC signaling deprecation update
December 11, 2019
Contact center
- Predictive Engagement content offers
- Email message threads
Deprecations
- Bridge integrations deprecation postponement
November 27, 2019
Contact center
- View export data in Flow Destinations view
November 20, 2019
Contact center
- Speechmorphing third-party TTS engine integration
Deprecations
- WebRTC signaling deprecation
November 13, 2019
Contact center
- Service level calculation enhancement
- Apply Predictive Engagement action maps to webpages
November 6, 2019
Contact center
- Chat flow and chatbot support for web chat widget and Predictive Engagement
- Allowed domains for web chat
- Dynamically reference groups in Architect
- Dynamically reference user by email in Architect
- Export time value format option
- Add or copy activities to agent schedules
- Email inline images
- Email forwarding
Integrations
- IP addresses for outbound data action traffic
October 30, 2019
Communicate
- Genesys Cloud Voice in Norway
Contact center
- View export data in interactions and interactions detail views
- Inbound messaging channel routing for WhatsApp
- Dynamically reference skills in Architect
- Call history improvements
Integrations
- mTLS authentication for data actions
Platform
- New color scheme for Genesys Cloud
October 23, 2019
Contact center
- Call flow schedule decision actions in Architect
- API usage view
- Change agent status in agent views
Platform
- US West region deployment
October 9, 2019
Contact center
- Introducing preferred agent routing
- Co-browse session improvements
Platform
- Organization settings improvement
October 2, 2019
Contact center
- Force Stop option for paused campaigns
September 25, 2019
Contact center
- IVR Flows Destinations view
- Queues Activity view improvements
- Queues Performance menu access update
Deprecations
- Classic Queues views deprecation
September 18, 2019
Communicate
- Add BYOC Cloud or Genesys Cloud Voice to existing subscription
Contact center
- Bulk delete recordings in Recordings API
- View evaluations update
September 11, 2019
Contact center
- SMS number purchase update
Platform
- iOS SDK
September 4, 2019
Contact center
- Assign evaluations per agent
- Busy audio signal in Architect data actions
- Conversation Detail Records enhancement in Analytics API
Platform
- Client account access updates
- GDPR API enhancement
August 28, 2019
Contact center
- Dynamically referenced queue ID in Architect
Deprecations
- Social channel management deprecation removal
August 21, 2019
Contact center
- Set Wrapup Code action enhancement in Architect
Integrations
- Genesys Cloud Embeddable Framework for private deployment
August 7, 2019
Communicate
- Genesys Cloud Voice EMEA rate decrease
Contact center
- Increase timeout limit for Architect email and message flows
Integrations
- Amazon Lex integration for inbound web chat flows
July 31, 2019
Collaborate
- Import people enhancements
Contact center
- Introducing web chat flows in Architect
- Font change for Korean and Japanese language .pdf and .xls reports
Platform
- Release Notes in Genesys Cloud Admin UI
- Genesys Cloud Community Q&A show
Deprecations
- LinkedIn profile import deprecation and removal
July 24, 2019
Contact center
- Network connectivity alerts in interactions
- Language agnostic voicemail transfer in Architect
July 17, 2019
Communicate
- FCC USF contribution rate changes for Genesys Cloud Voice
Contact center
- Automatic time zone mapping overrides
July 10, 2019
Contact center
- New web chat widget
- Agent evaluation notifications in the inbox
Deprecations
- Social channel management deprecation postponement
July 3, 2019
Communicate
- Genesys Cloud Voice in Denmark
- BYOC Cloud rate decrease
Contact center
- Export data from Surveys views
- Data action rule conditions
June 19, 2019
Contact center
- Introducing workforce management shift trading
- Dynamically referenced users in Architect
- Spam email handling
- BCC email address field for outbound ACD emails