List of the Genesys Cloud release notes that include Deprecations and announcements updates.
January 12, 2022

Contact center

  • Access control enhancement for call recording segments

Deprecations

  • Workforce management adherence permission change

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December 22, 2021

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

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December 8, 2021

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

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November 10, 2021

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

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November 3, 2021

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

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October 27, 2021

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

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October 13, 2021

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

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September 1, 2021

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

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August 25, 2021

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

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August 11, 2021

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

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July 28, 2021

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

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July 14, 2021

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

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June 30, 2021

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

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June 16, 2021

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

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May 26, 2021

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

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May 19, 2021

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

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May 5, 2021

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

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April 28, 2021

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

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April 21, 2021

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

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April 14, 2021

Platform

  • Asia Pacific (Mumbai) region deployment

Deprecations

  • CIDR IP address range for cloud media services change

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April 7, 2021

Contact center

  • New location for quality management evaluations and surveys
  • Additional Spanish sentiment analysis support

Platform

  • Developer Center refresh

Deprecations

  • CIDR IP address range for cloud media service change

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March 31, 2021

Communicate

  • Custom SIP response code for maximum call setting in trunk configurations

Contact center

  • New queue configuration tabs
  • Manually assign waiting interactions in a queue

Integrations

  • Okta for Genesys Cloud SCIM

Deprecations

  • Coaching permissions change
  • CIDR IP address range for cloud media service change

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March 24, 2021

Contact center

  • Acoustic analysis information in Transcript URL API

Deprecations

  • CIDR IP address range for cloud media service change
  • Topics and programs audit events name change
  • Quality Management Audit API change

View details

March 10, 2021

Contact center

  • Increased maximum wait time in Architect email and message flows
  • Operational bot reporting API
  • External Contacts bulk API

Platform

  • Full support for Microsoft Edge Chromium
  • Genesys Cloud HTTP cookies

Deprecations

  • CIDR IP address range for cloud media services change

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February 24, 2021

Contact center

  • Introducing Architect Dialog Engine bot flows
  • Introducing performance management and gamification
  • Track agent attrition
  • View historical data within workforce management best method forecasts
  • Introducing historical data import for workforce management best method forecasting
  • New Adobe Experience Platform Launch extension for Predictive Engagement

Deprecations

  • CIDR IP address range for cloud media services change

View details