Genesys Cloud - Genesys Cloud category

Contact center

• Quick replies for WhatsApp messaging
• Custom gamification profiles
• Workforce Engagement Management add on subscription expansion of functionality and billing change

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Contact center

• Time-off enhancements for workforce management
• Ensemble model and Theta method for workforce management automatic best method forecasting
• Additional columns and filter in Queues Performance views
• Additional recording and evaluation filters and columns in Interactions view
• Development Aggregate API for development and feedback modules
• Additional French sentiment analysis support
• Screen recording download permission

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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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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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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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Contact center

• Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
• Fair use voice transcription charges

Platform

• Cape Town Africa satellite region deployment

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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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Contact center

• Introducing Google Cloud Dialogflow CX integration for call and message flows
• Global slot enhancement in Genesys Dialog Engine Bot Flows
• Filter by queues in My Queues Activity view
• Improved voice transcription accuracy for Spanish language regions
• Messaging file URL change

Platform

• Control agent transfer ability based on division membership

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Contact center

• Add quick replies to Genesys Dialog Engine Bot Flows
• Spanish sentiment analysis support for digital interactions

Platform

• Developer Center content change log

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Contact center

• Global barge-in configuration in Genesys Dialog Engine Bot Flows
• Alerting column in Performance Dashboards and Queue Activity views

Platform

• Automatically backfill roles with new permissions
• Genesys Customer Care pairing

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Contact center

• Introducing quick replies for message interactions
• Arabic right to left support for web messaging
• Topics added to transcript search API

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Contact center

• Channel switching in agent interaction UI
• Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
• Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
• Filter interaction transcripts by customer sentiment score and trend in Content Search view
• Audit log viewer for workforce management historical imports

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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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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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Contact center

• Introducing knowledge workbench
• Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
• External tag filter for interactions in Performance views
• Filter digital interactions by media type in Content Search view
• Access workforce management in forecasting historical data via API

Platform

• Proof Key for Code Exchange grant for OAuth 2 authorization

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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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Contact center

• Evaluation window UI improvements
• Additional development and feedback modules in Learning API

Platform

• Enforce index search for divisions

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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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Contact center

• Introducing intent miner

Integrations

• SSE-KMS support for AWS S3 recording bulk actions integration

Platform

• Disable Directory navigation

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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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Contact center

• Audit log viewer for workforce management forecasts

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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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Contact center

• Introducing predictive routing
• Agent development views for development and feedback modules and coaching appointments
• Voice coaching API for call monitoring

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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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