Genesys Cloud - Deprecations and announcements category

List of the Genesys Cloud release notes that include Deprecations and announcements updates.

Contact center

Introducing Architect built-in voicemail flow
Flow milestone views and flow outcomes and performance view updates
Scheduled Callbacks view improvements
Expanded workforce management audit log details
View the creation date and time of a schedule or forecast
Inspirational quotes replacement

Integrations

Maximum instances per organization for Amazon EventBridge integration

Deprecations

Horizontal script panel in agent interaction UI removal
Workforce management adherence permission change

Platform

Genesys Cloud offer packaging and pricing changes
BYOC Cloud pricing model changes
Fair use voice transcription pricing changes

Contact center

Agent-owned callback requests and Scheduled Callbacks view
Skill matching for predictive routing
Dutch and Korean voice transcription view and search support

Deprecations

Architect Get Journey Sessions by customer action removal

Contact center

Introducing Agent Assist in select regions
Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
Workforce management shifts and shift history management enhancements
Update ACD and language skills on an interaction in a queue with Routing API

Deprecations

Workforce management time-off requests for non-consecutive days deprecation

Contact center

Limited PII masking in Performance views and exports
Access to agent management across divisions
Manually assign interactions across queues
Polish programs, topics, and phrases support

Deprecations

API endpoint change for supported topic spotting dialects

Contact center

Redesigned roster in agent interaction UI
Performance views for Predictive Engagement action maps, segments, and outcomes
Set skills and interaction priority in Architect in-queue flows
Audit log viewer for workforce management time-off requests and shift trades

Integrations

Delete data actions support

Deprecations

Architect Get Journey Sessions by Customer action removal

Contact center

Access control enhancement for call recording segments

Deprecations

Workforce management adherence permission change

Communicate

EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

Introducing the Amazon EventBridge integration
Introducing the Nuance Mix integration for voice and digital flows

Deprecations

Agent interaction UI collapse/expand control removal
Horizontal script panel in agent interaction UI removal
Workforce management historical data import service JSON format endpoint deprecation

Contact center

Voice interaction coaching and monitoring
Data actions as a voice campaign pre-call or post-call rule action
Automatic bot responses
Assign flow outcome within divisions
Sentiment score metric added to Transcripts Aggregate API
Polish voice transcription support

Deprecations

Workforce management adherence permission change
API endpoint change for supported topic spotting dialects

Contact center

Bot Performance views
Routing detail columns in Performance views
Open messaging API enhancements

Integrations

Add non-E.164 number to Other Phone field for collaboration integrations

Deprecations

Recording Service API metadata endpoint annotation deprecation

Contact center

Monitor ongoing value of predictive routing
Sentiment analysis columns in Performance views
Additional development and feedback modules for agents

Deprecations

Collaborate call functionality on mobile devices deprecation

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Acoustic analysis information for voice interactions in the Details tab
Ability to provide feedback to sentiment analysis
Audience size estimator for action maps in Predictive Engagement

Deprecations

Max Calls replacement for BYOC Cloud trunks
Collaborate call functionality on mobile devices deprecation postponement

Contact center

Inbound and outbound file attachment support for third-party messaging and open messaging
Automatic time zone mapping enhancement for outbound campaigns
Audit events in Learning and Coaching APIs

Deprecations

Collaborate call functionality on mobile devices deprecation postponement

Collaborate

Content management file sharing URL change

Communicate

SRV record support for TLS for BYOC Cloud trunks

Contact center

Assign Google Dialogflow bot events for canceled interactions
France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
Email reply enhancement

Platform

Cape Town Africa satellite region deployment
Assign schedules, schedule groups, and call routing objects within divisions
Standardized client SDK logging and configuration

Deprecations

API endpoint change for supported topic spotting dialects

Communicate

Conversation header support for BYOC Cloud trunks
DID number port increase for Genesys Cloud Voice

Contact center

Update ACD and language skills on an interaction in a queue with Routing API

Platform

Assign data tables within divisions

Deprecations

Max Calls replacement for BYOC Cloud trunks

Communicate

Call history enhancements to mobile devices

Contact center

Introducing web messaging
Introducing Genesys Bot Connector
Expiration date for DNC lists
Improved accessibility for ACD voice interactions

Platform

Developer Blueprints for custom integrations

Deprecations

Quality Management Audit API change
Journey Reporting Service decommission

Contact center

Interaction details and transcript UI improvements
Subscribe to transcripts through Notifications API
Journey aggregate query API for non-offered action states enhancement

Platform

Audit log viewer enhancement
Developer Guides

Deprecations

Skype for Business integration deprecation
Recording Service API metadata endpoint annotation deprecation
Journey JavaScript SDK specific mappable customer traits deprecation
Journey Reporting Service decommission postponement

Collaborate

Video chat enhancements

Contact center

Introducing open messaging
Gamification leaderboard scope and reporting intervals customization
Enhanced agent workforce management schedule views in Genesys Tempo mobile application

Integrations

Introducing the Zoom Meetings integration
Salesforce Omni-Channel chat routing in Genesys Cloud

Deprecations

Collaborate call functionality on mobile devices deprecation
Journey JavaScript SDK specific mappable customer traits deprecation postponement

Communicate

Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

Use Architect prompts in Google Dialogflow bots

Platform

Virtual Desktop Infrastructure

Deprecations

Journey Reporting Service decommission
Genesys Cloud Ruby SDK deprecation

Communicate

WebRTC Media Helper for VDI environment

Contact center

Introducing Architect common module flows
Permission to activate and deactivate queue membership
New custom actions and usability improvements for script designers
Caller ID and caller name specification on Callback API
Bring Your Own Technology (BYOT) billing changes

Deprecations

Facebook Messenger HUMAN_AGENT message tag deprecation
Predictive Engagement outcome limitation change
Topics and programs audit events name change

Contact center

Introducing Architect flow outcome milestones
View bot flow utterance history
Enhancements to workforce management forecasts

Deprecations

Incoming non-voice interaction alert ringtone change
Reduced data retention period for journey history change

Contact center

Add external links for coaching appointments
View participant data attributes in the interaction detail page
Audit log viewer for workforce management schedules and work plans

Deprecations

Journey JavaScript SDK specific mappable customer traits deprecation
Predictive Engagement webhooks deprecation
Reduced data retention period for journey history postponement
Predictive Engagement outcome limitation change postponement

Communicate

Search for external contacts and organizations on mobile devices

Contact center

Topic manager and topic spotting support for queues and flows
Configurable messaging threading timeline
Export Architect flows in YAML format
External contacts bulk APIs for notes and relationships
Journey aggregate query API for non-offered action states

Deprecations

CIDR IP address range for cloud media services change completed

Contact center

New columns in Interactions view
Coaching added to WEM Upgrade subscriptions

Deprecations

Coaching permissions change
Keyword spotting endpoints deprecation
CIDR IP address range for cloud media services change

Contact center

Introducing development and feedback modules for agents
Gamification start date selection
Transcripts Aggregate API for detected topics
Transcript search API enhancements

Integrations

Multiple certificates for single sign-on providers

Deprecations

Predictive Engagement outcome limitation change
CIDR IP address range for cloud media services change

Platform

Asia Pacific (Mumbai) region deployment

Deprecations

CIDR IP address range for cloud media services change

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.