Genesys Cloud - Genesys Cloud category

Contact center

• Amazon Polly Neural TTS Voices support
• Returned results count from Analytics API endpoint Elasticsearch queries
• Spain Spanish, South African English, and Indian English programs, topics, and phrases support

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Communicate

• Search for external contacts and organizations on mobile devices

Contact center

• Topic manager and topic spotting support for queues and flows
• Configurable messaging threading timeline
• Export Architect flows in YAML format
• External contacts bulk APIs for notes and relationships
• Journey aggregate query API for non-offered action states

Deprecations

• CIDR IP address range for cloud media services change completed

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Contact center

• New columns in Interactions view
• Coaching added to WEM Upgrade subscriptions

Deprecations

• Coaching permissions change
• Keyword spotting endpoints deprecation
• CIDR IP address range for cloud media services change

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Contact center

• Introducing development and feedback modules for agents
• Gamification start date selection
• Transcripts Aggregate API for detected topics
• Transcript search API enhancements

Integrations

• Multiple certificates for single sign-on providers

Deprecations

• Predictive Engagement outcome limitation change
• CIDR IP address range for cloud media services change

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Platform

• Asia Pacific (Mumbai) region deployment

Deprecations

• CIDR IP address range for cloud media services change

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Contact center

• New location for quality management evaluations and surveys
• Additional Spanish sentiment analysis support

Platform

• Developer Center refresh

Deprecations

• CIDR IP address range for cloud media service change

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Communicate

• Custom SIP response code for maximum call setting in trunk configurations

Contact center

• New queue configuration tabs
• Manually assign waiting interactions in a queue

Integrations

• Okta for Genesys Cloud SCIM

Deprecations

• Coaching permissions change
• CIDR IP address range for cloud media service change

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Contact center

• Acoustic analysis information in Transcript URL API

Deprecations

• CIDR IP address range for cloud media service change
• Topics and programs audit events name change
• Quality Management Audit API change

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Platform

• The Resource Center has a new look
• Command-line interface for Genesys Cloud administration

Contact center

• Scheduled Exports for Performance views
• Adjust waiting interactions priority with Routing Conversations API

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Contact center

• Increased maximum wait time in Architect email and message flows
• Operational bot reporting API
• External Contacts bulk API

Platform

• Full support for Microsoft Edge Chromium
• Genesys Cloud HTTP cookies

Deprecations

• CIDR IP address range for cloud media services change

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Contact center

• Content Search view for voice transcripts
• Search interactions for SIP signaling information for all regions
• Route voice interactions based on external contact information
• Record ACD agent consult calls
• Screen recording limit increase

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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

• Make and receive WebRTC calls on iPhones

Contact center

• Scheduled Callbacks view usability enhancements
• Export view data advanced options
• Analytics Aggregates API for sentiment analysis on digital interactions

Platform

• Restore deleted OAuth clients
• Set Collaborate chat message retention

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Contact center

• Workforce management work plan validation enhancements
• France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support

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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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Communicate

• Genesys Cloud Voice in Austria, Poland, and Portugal
• BYOC Cloud certificate renewal

Contact center

• Granular permissions for scheduling, call routing, and emergencies
• Performance dashboards enhancements
• New columns in agent views
• Journey aggregate query enhancement in Analytics API

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Contact center

• Agent-owned records for preview campaigns
• Speech and text analytics settings improvement
• Service level calculation enhancement
• Access partial availability time stamp in Analytics API
• Interactions panel improvement

Platform

• Release Notes now include feature subscriptions

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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

• Additional Force TURN IP addresses now available

Contact center

• Content templates for messaging campaigns

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