Genesys Cloud - Deprecations and announcements category

Contact center

• Status metrics for multiple queues on Performance Dashboards
• Support for capitalization and punctuation in native voice transcription for English transcripts
• Improved sentiment analysis for English
• Knowledge workbench Dutch language support

Deprecations and announcements

• CIDR IP address range for cloud media services expansion postponement
• Canned reports deprecation date updates

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Contact center

• Participant names and avatars in Genesys Messenger
• Sentiment data in Topic Trends views

Platform

• Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

• Windows 8 and 8.1 support for the desktop app deprecation
• Identify Journey SDK method in Predictive Engagement deprecation
• API endpoint change for local key settings in recording service

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Collaborate

• Control access to the /giphy chat command

Contact center

• Callback outcomes metrics
• Evaluation Assistance
• Evaluation, survey, and assessment form builder enhancements
• Additional voice transcription accuracy improvements for Spanish

Platform

• Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

• Deprecation of select filters in Analytics API in Predictive Engagement

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Collaborate

• Video setting improvements

Contact center

• Introducing the Genesys Cloud EX license
• Online Agents count metric and Owned by Me filter for Performance Dashboards
• Multiple media type filter support in views and exports

Deprecations and announcements

• Identify Journey SDK method in Predictive Engagement deprecation
• OS Family attribute in Predictive Engagement
• CIDR IP address range for cloud media services expansion

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Contact center

• Specify a default panel for agent interactions
• Conversation autostart for mobile platforms
• Extended voice transcription services text decoration support
• Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
• Improved voice transcription accuracy for Japanese
• Historical adherence bulk request

Deprecations and announcements

• End of Analytics Conversation Detail Endpoint API query interval change allowlist

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Contact center

• Co-browse for web messaging
• Automatic email signatures in canned responses
• Enhanced canned responses editor options
• Rich media in knowledge base articles
• Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

• Introducing the Google Cloud Speech-to-Text (STT) integration
• Microsoft Teams integration enhancements

Platform

• Single sign-on configuration enhancements

Deprecations and announcements

• OS Family attribute in Predictive Engagement
• Windows 7 support for the desktop app deprecation
• Canned reports deprecation date updates
• CIDR IP address range for cloud media services expansion postponement

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Communicate

• WebHID technology for Jabra headsets
• Telephony administrator user interface updates

Contact center

• Genesys Agent Assist available in Genesys Cloud Embedded Clients
• Import and export knowledge base articles in additional formats
• No input timeout settings in Genesys Digital Bot Flows
• Call digital bot flows from Architect in-queue message flows
• Sentiment data in Agent Queue Detail and Queue Agent Detail views
• Topic spotting improvement
• Japanese programs, topics, and phrases support
• Usability improvements to messaging and email in the Transcript tab
• Genesys Cloud forecasting user interface updates

Deprecations and announcements

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

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Communicate

• Ringtone options for web and desktop apps

Contact center

• Predictive routing queue impact report
• Limited details for interactions older than 1.5 years available in all regions
• Auto search for callbacks and outbound campaign calls in the Profile panel
• Offset parameter added in recording bulk job API
• Do Not Contact list endpoints for record removal
• Genesys Messenger support for Hebrew
• Tempo icon in Genesys Cloud
• Workforce management time-off plan accessibility improvements
• Knowledge workbench V2 accessibility improvements

Deprecations and announcements

• Microsoft Edge Legacy browser support deprecation

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Communicate

• International number plans as outbound routes changes

Contact center

• Introducing Genesys Cloud digital licenses
• Agentless email notifications
• Outbound email campaigns
• Delivery status receipts for outbound email campaigns
• Manage time zones for outbound email campaigns
• Increased email size limit for custom SMTP integrations
• New filters and columns in Content Search view
• AudioHook billing for active use only
• Cumulative uploads of external metrics for performance scorecards

Deprecations and announcements

• API endpoint change for local key settings in recording service
• CIDR IP address range for cloud media services expansion

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Contact center

• Predictive routing benefit assessment for preferred agent routing
• Destination address dimension in Conversation Detail record
• Workforce management UI accessibility improvements

Deprecations

• API default profile change for gamification metrics

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Contact center

• Analyze feedback from the knowledge workbench
• Hyperlinks in knowledge base articles
• Typing indicators available for Messenger Transport Mobile SDK
• Arabic voice transcription support

Deprecations

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

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Contact center

• Cards for bot conversations
• Carousels for bot conversations
• Manually assign waiting interactions
• Routing metrics added to Queue Agent Detail and Agents Queues Detail views
• Interactions views fax column and filter
• Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Platform

• Improved user activity indicators
• Genesys Cloud subscription name updates

Deprecations

• API default profile change for gamification metrics postponement

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Contact center

• List variables for agent script designers
• Web messaging typing indicators setting

Deprecations

• Windows 7 support for the desktop app deprecation
• Website visitor count API change

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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

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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

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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

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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

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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

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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

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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

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Contact center

• Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

• Website visitor count API change

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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

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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

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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

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