Integrations

May 11, 2022

Communicate

Introducing hybrid telephony connections

Contact center

Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
Recycle a digital campaign
Enhanced customer journey view for Predictive Engagement administrators
Shrinkage Reporting API for workforce management
Ability to provide feedback to sentiment analysis in French dialects
Dutch programs, topics, and phrases support

Integrations

Amazon EventBridge topic for wrap-up codes
Amazon EventBridge topics for external contacts and after call work events

Platform

Updated icons in the Genesys Cloud UI

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May 4, 2022

Contact center

Workforce management agent schedule enhancements
Expanded inbound MMS support for SMS messages
Outbound MMS support for SMS messages
DNC.com integration for Do Not Contact lists enhancements
Performance report for queues with predictive routing
Ability to remove PII from voicemail and fax notifications

Integrations

Amazon EventBridge topics for conversation and flow metrics

Platform

API usage report
CX as Code support for Architect flows
Genesys Cloud fair use policy documentation improvement

Deprecations

Deprecation of workforce management time-off requests for non-consecutive days

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March 9, 2022

Contact center

Introducing Architect built-in voicemail flow
Flow milestone views and flow outcomes and performance view updates
Scheduled Callbacks view improvements
Expanded workforce management audit log details
View the creation date and time of a schedule or forecast
Inspirational quotes replacement

Integrations

Maximum instances per organization for Amazon EventBridge integration

Deprecations

Horizontal script panel in agent interaction UI removal
Workforce management adherence permission change

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January 26, 2022

Collaborate

Collaborate chat improvement

Communicate

Customize caller ID information with prioritized caller selection

Contact center

Create workforce management schedules without a forecast
Workforce management schedule validation error severity enhancement
Simplified recording and quality policy configuration
Evaluation summary in agent activity view

Integrations

Automatic log out of single sign-on provider

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January 19, 2022

Contact center

Redesigned roster in agent interaction UI
Performance views for Predictive Engagement action maps, segments, and outcomes
Set skills and interaction priority in Architect in-queue flows
Audit log viewer for workforce management time-off requests and shift trades

Integrations

Delete data actions support

Deprecations

Architect Get Journey Sessions by Customer action removal

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December 22, 2021

Communicate

EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

Introducing the Amazon EventBridge integration
Introducing the Nuance Mix integration for voice and digital flows

Deprecations

Agent interaction UI collapse/expand control removal
Horizontal script panel in agent interaction UI removal
Workforce management historical data import service JSON format endpoint deprecation

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December 15, 2021

Communicate

Telephony terminology changes

Contact center

Send custom attributes with web messages
Agentless Notification API enhancement for SMS and open messaging
Analytics Detail Events for the EventBridge integration
Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

CX as Code

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November 10, 2021

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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July 21, 2021

Contact center

Introducing intent miner

Integrations

SSE-KMS support for AWS S3 recording bulk actions integration

Platform

Disable Directory navigation

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July 14, 2021

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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April 21, 2021

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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March 31, 2021

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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February 10, 2021

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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October 14, 2020

Communicate

Configure beep tones for line recording

Contact center

Email Performance view reports
Analytics Aggregates Endpoint API for sentiment analysis

Integrations

Introducing the Microsoft Teams integration

Platform

Disable Collaborate video

Deprecations

Limit interaction history for external contacts and organizations to 30 days deprecation
Default word confidence change in speech and text analytics settings

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October 7, 2020

Contact center

Workforce management planning group improvements
View agent development activities using APIs

Integrations

Interaction widgets for client application integrations

Deprecations

Screen recording policy changes for Genesys Cloud 2 users

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September 23, 2020

Contact center

Introducing sentiment analysis
Enhanced player on interaction detail page
Richer customer journey context for agents
Business hours scheduling for Predictive Engagement web chats
Change history log for Predictive Engagement
Configurable default prompts in Genesys Dialog Engine

Integrations

IP addresses for emails sent using the custom SMTP server integration

Deprecations

Export Media Types and Role real-time columns data into .csv files deprecation

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August 26, 2020

Contact center

UK English and Australian English voice transcription support
View an agent’s secondary status in select views
Contact list filters for messaging campaigns
Export skill and language group queue metrics in Queues Performance Detail view

Integrations

Introducing Genesys Cloud for Salesforce SDK

Platform

The Resource Center has a new name

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August 5, 2020

Contact center

Limit on number of exported entities in aggregate Performance views

Integrations

Introducing Google data actions integration

Platform

View organization configuration changes with audit log viewer

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July 8, 2020

Contact center

ACD email message threading limit change
Contact verification and interaction history enhancements for additional selected regions

Integrations

Single sign-on integration enhancement

Platform

Journey JavaScript SDK enhancement for refined tracking and segmentation

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June 24, 2020

Contact center

Contact verification and interaction history enhancements for selected regions
Add Workforce Engagement Management to subscriptions
Template messages for agents using WhatsApp
Increased limit for Agent Performance views filters
Digital flow outcome functionality in Architect and Analytics API
Assign Google Dialogflow bot events for non-responsive callers
Barge-in functionality for Google Dialogflow enabled by default

Integrations

Introducing Adobe data actions integration
Introducing Adobe Experience Platform integration for profile lookup

Deprecations

Screen recording, evaluations, and surveys permissions change

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April 29, 2020

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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