Genesys Cloud - Contact center category

List of the Genesys Cloud release notes that include Contact center updates.
November 20, 2019

Contact center

  • Speechmorphing third-party TTS engine integration

Deprecations

  • WebRTC signaling deprecation

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November 13, 2019

Contact center

  • Service level calculation enhancement
  • Apply Predictive Engagement action maps to webpages

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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

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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

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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

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October 9, 2019

Contact center

  • Introducing preferred agent routing
  • Co-browse session improvements

Platform

  • Organization settings improvement

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October 2, 2019

Contact center

  • Force Stop option for paused campaigns

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September 25, 2019

Contact center

  • IVR Flows Destinations view
  • Queues Activity view improvements
  • Queues Performance menu access update

Deprecations

  • Classic Queues views deprecation

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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

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September 11, 2019

Contact center

  • SMS number purchase update

Platform

  • iOS SDK

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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

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August 28, 2019

Contact center

  • Dynamically referenced queue ID in Architect

Deprecations

  • Social channel management deprecation removal

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August 21, 2019

Contact center

  • Set Wrapup Code action enhancement in Architect

Integrations

  • Genesys Cloud Embeddable Framework for private deployment

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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

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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

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July 24, 2019

Contact center

  • Network connectivity alerts in interactions
  • Language agnostic voicemail transfer in Architect

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July 17, 2019

Communicate

  • FCC USF contribution rate changes for Genesys Cloud Voice

Contact center

  • Automatic time zone mapping overrides

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July 10, 2019

Contact center

  • New web chat widget
  • Agent evaluation notifications in the inbox

Deprecations

  • Social channel management deprecation postponement

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July 3, 2019

Communicate

  • Genesys Cloud Voice in Denmark
  • BYOC Cloud rate decrease

Contact center

  • Export data from Surveys views
  • Data action rule conditions

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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

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June 5, 2019

Communicate

  • Genesys Cloud Voice in Spain and Switzerland

Contact center

  • Introducing Predictive Engagement

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May 29, 2019

Platform

  • Introducing Genesys Cloud SCIM
  • Guest and agent chat APIs

Contact center

  • Google Cloud third-party TTS engine integration
  • Export data from IVR flow views
  • Web chat deployment and documentation changes

Deprecations

  • Internet Explorer 11 support for Genesys Cloud web app deprecation

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May 22, 2019

Contact center

  • IVR flow performance views
  • IVR flow metrics in Analytics API
  • Architect flow outcome functionality
  • Architect menu move
  • Workforce management short-term forecasting enhancement

Deprecations

  • Classic agents performance views deprecation
  • Agent dashboard deprecation
  • Outbound campaign: Detailed attempt history report deprecation

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May 8, 2019

Contact center

  • New Connection column in performance views

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May 1, 2019

Contact center

  • Interactions panel view improvements
  • Agent script window improvements

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