Genesys Cloud - Deprecations and announcements category

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

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Communicate

• Make and receive WebRTC calls on Android devices

Contact center

• Search interactions for SIP signaling information for selected regions
• Agent evaluation comment indicator
• Call recording playback and transcription synchronization
• Voice transcription support for BYOC Premises
• Frequency capping on Predictive Engagement web action offers

Integrations

• AWS Lambda data actions integration enhancement

Deprecations

• Predictive Engagement webhooks deprecation
• Journey history data retention period change

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Communicate

• BYOC Cloud custom SIP headers for improved carrier interoperability
• Extended maintenance window for cloud-based Edge updates

Contact center

• Introducing programs, topics, and phrases for speech and text analytics
• US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
• Coaching appointment scheduling with workforce management
• Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

• Introducing the Zoom Phone integration

Deprecations

• Replace call with voice in Sentiment Aggregates API change

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Contact center

• Spain Spanish, German, South African English, and Indian English voice transcription support

Deprecations

• CIDR IP address range for cloud media services change
• Create Site API call attribute requirement change

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Communicate

• DID and toll-free number management enhancements

Contact center

• Sentiment analysis for digital interactions
• Voice transcription enhancement in speech and text analytics API
• Undo or redo changes to a workforce management work plan
• Genesys Predictive Engagement rebranding

Deprecations

• Export Media Types and Role real-time columns data into .csv files deprecation
• Limit journey and interaction history for external contacts and organizations to 365 days deprecation

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Contact center

• Queues Activity Detail view usability improvement
• Performance Dashboards enhancement
• Voice transcription search improvements
• Predictive Engagement integration with Adobe Analytics
• Chat emoji enhancement
• Canned responses editor improvement

Deprecations

• Analytics User Detail Endpoint API query interval change
• Analytics Conversation Detail Endpoint API query interval change
• Limit journey and interaction history for external contacts and organizations to 365 days postponement

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Platform

• Clone a user in an authorized organization enhancement

Communicate

• Identify assigned phone numbers

Contact center

• Enhancements to the workforce management rescheduling process
• Improved estimated wait time calculation
• Turn off evaluation form question group weights

Deprecations

• Replace call with voice in Sentiment Aggregates API change
• Analytics Conversation Detail Endpoint API maximum record per query change
• Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
• Analytics User Detail Endpoint API query interval change postponement
• Analytics Conversation Detail Endpoint API query interval change postponement

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Communicate

• CIDR IP address range for cloud media services

Contact center

• Genesys Virtual Agent Services available in the AppFoundry
• Bot versioning in Genesys Dialog Engine

Platform

• Genesys Cloud rebranding update

Deprecations

• Screen recording policy changes for Genesys Cloud 2 users
• Create Site API call attribute requirement change
• Bridge server deprecation update
• CIC data connector deprecation update

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Contact center

• Introducing workforce management work plan rotations
• Add an interaction to an existing coaching appointment
• Interaction’s detail page improvements
• WEM add-on price reduction
• Routing Used filter and column in Performance views
• Provider filter in Performance views

Deprecations

• Screen recording policy changes for Genesys Cloud 2 users postponement

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Communicate

• Configure beep tones for line recording

Contact center

• Email Performance view reports
• Analytics Aggregates Endpoint API for sentiment analysis

Integrations

• Introducing the Microsoft Teams integration

Platform

• Disable Collaborate video

Deprecations

• Limit interaction history for external contacts and organizations to 30 days deprecation
• Default word confidence change in speech and text analytics settings

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Contact center

• Workforce management planning group improvements
• View agent development activities using APIs

Integrations

• Interaction widgets for client application integrations

Deprecations

• Screen recording policy changes for Genesys Cloud 2 users

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Communicate

• Geo-Lookup TURN for WebRTC implementations

Contact center

• Download individual non-voice interaction recordings
• View agent workforce management schedules on iOS devices
• Sync workforce management schedules to external calendars with QR codes
• Pass data between Genesys Cloud and Google Dialogflow
• Long code support for outbound SMS campaigns
• Save and dial non-E.164 numbers for external contacts

Platform

• Desktop applications have a new name

Deprecations

• Genesys Cloud Ruby SDK deprecation

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Contact center

• Introducing sentiment analysis
• Enhanced player on interaction detail page
• Richer customer journey context for agents
• Business hours scheduling for Predictive Engagement web chats
• Change history log for Predictive Engagement
• Configurable default prompts in Genesys Dialog Engine

Integrations

• IP addresses for emails sent using the custom SMTP server integration

Deprecations

• Export Media Types and Role real-time columns data into .csv files deprecation

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Communicate

• Force TURN additional IP addresses

Contact center

• Create Architect flows from YAML files
• Build custom PDF reports from Performance views

Deprecations

• Analytics User Detail Endpoint API query interval change
• Analytics Conversation Detail Endpoint API query interval change
• Analytics Conversation Detail Endpoint API maximum record per query change

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Contact center

• Introducing voice transcription
• View workforce management schedule changes with the audit log viewer
• Third-party text-to-speech (TTS) engines for bot integrations
• Configure intent disambiguation in Genesys Dialog Engine
• Agent toolbar usability improvement

Deprecations

• Internet Explorer support for Genesys Cloud embedded client deprecation

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Platform

• External Contacts Scanning API

Deprecations

• Skype for Business integration deprecation

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Communicate

• Port DID number management enhancement for Genesys Cloud Voice

Contact center

• View agent workforce management schedules on Android devices
• Google Dialogflow integration in Architect chat and messaging flows
• Digital flow support for Flow Performance views
• New filters for Flow Performance views
• Performance Dashboards enhancement

Deprecations

• TLS 1.1 protocol deprecation removal

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Communicate

• TLS transport protocol for BYOC Cloud trunks
• Force TURN for WebRTC implementations
• Network capture for troubleshooting

Contact center

• Google Dialogflow environments for an Architect flow
• New Date Span options for Metric widgets in Performance Dashboards
• Supervisor actions in Agent Status widget in Performance Dashboards
• Contact verification and interaction history enhancements for additional selected regions

Deprecations

• Long polling for Genesys Cloud clients and network configurations deprecation removal
• Data sync connector deprecation update
• Web services data dip connector deprecation update

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Contact center

• Contact verification and interaction history enhancements for selected regions
• Add Workforce Engagement Management to subscriptions
• Template messages for agents using WhatsApp
• Increased limit for Agent Performance views filters
• Digital flow outcome functionality in Architect and Analytics API
• Assign Google Dialogflow bot events for non-responsive callers
• Barge-in functionality for Google Dialogflow enabled by default

Integrations

• Introducing Adobe data actions integration
• Introducing Adobe Experience Platform integration for profile lookup

Deprecations

• Screen recording, evaluations, and surveys permissions change

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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

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