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
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
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
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
June 5, 2019
Communicate
- Genesys Cloud Voice in Spain and Switzerland
Contact center
- Introducing Predictive Engagement
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
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
May 8, 2019
May 1, 2019
