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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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

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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

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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

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Contact center

• Amazon Lex integration in Asia Pacific (Sydney) AWS region

Platform

• Go SDK

Deprecations

• ACD routing permissions change postponement
• WFM forecasting After Call Work and Average Talk Time deprecation postponement

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Deprecations

• Long polling for Genesys Cloud clients and network configurations deprecation postponement

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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

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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

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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

• CCPA compliance

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

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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

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Contact center

• IVR flow performance views
• IVR flow metrics in Analytics API
• Architect flow outcome functionality
• Architect menu move
• Workforce management short-term forecasting enhancement

Deprecations

• Classic agents performance views deprecation
• Agent dashboard deprecation
• Outbound campaign: Detailed attempt history report deprecation

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