Genesys Cloud - Genesys Cloud category
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
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
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
Contact center
- Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
- Fair use voice transcription charges
Platform
- Cape Town Africa satellite region deployment
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
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
Contact center
- Add quick replies to Genesys Dialog Engine Bot Flows
- Spanish sentiment analysis support for digital interactions
Platform
- Developer Center content change log
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
Contact center
- Introducing quick replies for message interactions
- Arabic right to left support for web messaging
- Topics added to transcript search API
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
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
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
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
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
Contact center
- Evaluation window UI improvements
- Additional development and feedback modules in Learning API
Platform
- Enforce index search for divisions
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
Contact center
- Introducing intent miner
Integrations
- SSE-KMS support for AWS S3 recording bulk actions integration
Platform
- Disable Directory navigation
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
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
Contact center
- Introducing predictive routing
- Agent development views for development and feedback modules and coaching appointments
- Voice coaching API for call monitoring
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
Communicate
- User to User Information (UUI) enhancement for remote stations
- DTMF support in active calls
Contact center
- Audit trail improvements in Interaction Details view
- Improved agent external contacts experience
- New audio alert for non-voice interactions
Platform
- Genesys Cloud Command Line (CLI) enhancements
Contact center
- Introducing the Amazon Lex V2 integration with Architect flows
- Increased routing duration for bullseye and preferred agent methods
- Out-of-the-box topics for speech and text analytics
- Improved voice transcription accuracy for English language regions
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