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Deprecations and announcements
Contact center
- Introducing Nuance Text-to-Speech integration
- Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
- Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
- Get Journey Sessions by Customer action and Get Journey Session action in Architect
Deprecations
- Screen recording, evaluations, and surveys permissions change postponement
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Contact center
- Introducing outbound SMS campaigns
Platform
- Limit organization access to users with specified IP addresses
- Usage APIs for premium applications
Deprecations
- Long polling for Genesys Cloud clients and network configurations deprecation update
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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
[View details]
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
[View details]
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
[View details]
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
[View details]
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
[View details]
Deprecations
- Long polling for Genesys Cloud clients and network configurations deprecation postponement
[View details]
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
[View details]
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
- Answering machine beep detection improvements for call analysis
Deprecations
- Classic Queues views deprecation removal
[View details]
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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Deprecations
- Internet Explorer 11 support for web app and Architect deprecation removal
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Contact center
- Speechmorphing third-party TTS engine integration
Deprecations
- WebRTC signaling deprecation
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Platform
Deprecations
- Predictive Engagement smart tags deprecation removal
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Contact center
- IVR Flows Destinations view
- Queues Activity view improvements
- Queues Performance menu access update
Deprecations
- Classic Queues views deprecation
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Contact center
- Dynamically referenced queue ID in Architect
Deprecations
- Social channel management deprecation removal
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Communicate
- Genesys Cloud audio management improvement
Platform
- AppFoundry free trial offers for premium applications
- Bring Your Own Technology billing rates
Deprecations
- Classic Agents Performance views deprecation removal
- Social channel management deprecation postponement
[View details]
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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Contact center
- New web chat widget
- Agent evaluation notifications in the inbox
Deprecations
- Social channel management deprecation postponement
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Deprecations
- Internet Explorer 11 support for Genesys Cloud web app deprecation postponement
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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
[View details]
