Genesys Cloud - Genesys Cloud category
Communicate
- Genesys Cloud web-based (WebRTC) phone
Integrations
- Web-based phone support for Genesys Cloud for Salesforce
- Web-based phone support for Genesys Cloud for Zendesk
Platform
- Genesys Cloud Partner Directory
Communicate
- Faxing from Documents
Contact center
- New Queues Activity views
Collaborate
- Updated user profile layout
- New location for group chat notification
Integrations
- Outbound dialing and script support in Genesys Cloud for Salesforce
- Outbound dialing and script support in Genesys Cloud for Zendesk
Contact center
- Inbox support for time off requests
- Policy-based recording of email interactions
- Option to override default retention behavior for recording policies in conflict
Integrations
- Genesys Cloud for CIC
- Custom actions for web services data dip connector
Contact center
- Secondary level of user statuses
- Option to force wrap-up on disconnected conversations
- Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports
Communicate
- Toll-free number porting into Genesys Cloud Voice
Contact center
- Callback routing
- ACD-routed preview calls
- User Status Detail report
- Japanese language support
Contact center
- Ability to change recipient list in an email reply
- Outbound call flow variables
- Option to override default retention behavior for recording policies in conflict
Communicate
- Outbound user faxing
Contact center
- Auto answer feature and persistence connection option
Communicate
- Support for Polycom RealPresence Trio 880 phone
Contact center
- Play Estimated Wait Time action
- Play Position in Queue action
Collaborate
- Improvements to Documents dashboard
Communicate
- Support for Polycom VVX 101 and 201 phones
Contact center
- Utilization option for non-ACD calls
- Change to the way that Genesys Cloud ACD assigns agents to interactions
Contact center
- Time off requests
Integrations
- Microsoft Dynamics CRM data dip connector
Genesys Cloud Platform
- Help panel
Engage
- Queue activation permission
- Custom interaction details for web chats
- Agent alias for web chats
Collaborate
- New user statuses
- Increased chat room participant limits
Contact center
- Configurable alerts for interaction statistics
Integrations
- Genesys Cloud for Salesforce Console API logout event
Collaborate
- Thumbnail image support for additional document types
Communicate
- Model-specific metabases for Polycom and AudioCodes phones
Contact center
- Brazilian-Portuguese language support
- Chat and email metrics added to queue reports
Integrations
- Verint WFM historical and Verint WFM RTA
Platform
- Changes to default password requirements
Communicate
- Telephony trunk configuration enhancements
- Change to trunk number format
- Additional AudioCodes support
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
- Bridge Server enhancements
Platform
- Enhanced professional support assistance
Colloborate
- Video troubleshooting
Contact center
- Architect flow printing
- German language support
Collaborate
- Geolocation
Contact center
- Bulk add queue members based on groups, roles, location, and manager