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Contact center
Contact center
- New columns in agent views
- New filters in agent views
- Fax enhancements
Deprecations
- TLS 1.1 protocol deprecation
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Contact center
- Introducing improved workforce management features for all regions
- New inbound media columns and filters in Performance views
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
- Screen recording, evaluations, and surveys permissions change
Platform
- Genesys Cloud training moves to Genesys Beyond
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Platform
- New AWS region deployments
- Refresh tokens for secure authentication
Communicate
- Genesys Cloud Voice availability for new AWS region
- BYOC Cloud availability for new AWS regions
Contact center
- Introducing improved workforce management features for selected regions
- Improved ACD messaging for Facebook Messenger
- Inbound MMS support for SMS messages
- Interrupt a Google Dialogflow agent in an Architect flow
Integrations
- SMTP server integration for outbound emails
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
- Contact center dashboard in Performance Overview menu deprecation removal
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Contact center
- Protect recordings from deletion for legal hold directive
Platform
- AppFoundry enhancement for resellers
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation postponement
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Contact center
- Introducing Architect workflows and Architect flow actions for Predictive Engagement
- Salesforce lead creation and campaign association with Predictive Engagement
- Add digital channels to subscriptions
- Reset an agent’s routing score after presence changes
- Scheduled Callbacks view permissions change
Deprecations
- ACD routing permissions change
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Contact center
- Log an agent out of Genesys Cloud from agent views
- Disassociate an agent from a station
- Web chat widget support for accessibility
- Use * and # as terminating characters in Architect call flows
- New fonts and font sizes in ACD email
Platform
- Disable Collaborate chat
- Premium application purchase enhancements
Deprecations
- TLS 1.0 protocol deprecation removal
- ACD routing permissions change postponement
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Contact center
- Amazon Lex integration in Asia Pacific (Sydney) AWS region
Platform
Deprecations
- ACD routing permissions change postponement
- WFM forecasting After Call Work and Average Talk Time deprecation postponement
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Contact center
- Search for columns and filters in Performance views
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Contact center
- Performance dashboards improvements
- Performance dashboards public option
- Filter for users by group in agents summary views
- Export view selected columns and order
- Configure utilization settings per agent or by organization
Deprecations
- Contact center view in Performance menu deprecation
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Contact center
- Short code support for SMS messages
Platform
- New monitoring metric in Analytics API
Deprecations
- ACD routing permissions change
- WFM forecasting After Call Work and Average Talk Time deprecation
- TLS 1.0 protocol for data actions deprecation
- iOS Supervisor chat deprecation removal
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Contact center
- Agentless SMS notifications
- SMS number purchase for countries that require supporting documentation
- Exclude IP addresses in Predictive Engagement web tracking
- New wrap-up code columns in agent interactions views
- Interactions views improvement
- Export view custom participant attributes
- Export view data locale setting
Integrations
- Azure Active Directory for Genesys Cloud SCIM
- Generic single sign-on provider
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Communicate
- New Genesys and Polycom supported phones and firmware
Contact center
Integrations
- AWS S3 recording bulk actions integration
- OneLogin for Genesys Cloud SCIM
Platform
- Bulk export recordings in Recordings API
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Contact center
- Predictive Engagement predictive engagement event pricing
- Genesys Cloud views usability enhancements
- Group voicemail flow outcome statistics in Flows Performance Summary view
- Bulk activate multiple agents for a queue in Queues Agents Detail view
- Export view data time value improvement
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Contact center
- Blind transfer for voice interactions enhancement
Integrations
- Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
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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
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Contact center
- Answering machine beep detection improvements for call analysis
Deprecations
- Classic Queues views deprecation removal
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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
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Contact center
- Predictive Engagement content offers
- Email message threads
Deprecations
- Bridge integrations deprecation postponement
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Contact center
- View export data in Flow Destinations view
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Contact center
- Speechmorphing third-party TTS engine integration
Deprecations
- WebRTC signaling deprecation
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Contact center
- Service level calculation enhancement
- Apply Predictive Engagement action maps to webpages
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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
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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
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Contact center
- Call flow schedule decision actions in Architect
- API usage view
- Change agent status in agent views
Platform
- US West region deployment
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Contact center
- Introducing preferred agent routing
- Co-browse session improvements
Platform
- Organization settings improvement
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