Genesys Cloud - Platform category

List of the Genesys Cloud release notes that include Platform updates.
August 9, 2023

Contact center

  • Force stop button in digital campaign management

Integrations

  • Limitation for JSON objects depth in data action service

Platform

  • Trigger inclusion in Genesys Cloud CX 1 license

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August 02, 2023

Contact center

  • Updated WhatsApp pricing structure
  • Copy and share interaction transcripts
  • Web messaging inbound custom attribute size limit requests
  • SMS short code number in France
  • Improved workload balancing in predictive routing

Integrations

  • Two score-setting options for ranking waiting interactions

Platform

  • PCI DSS recertification
  • Genesys Cloud WhatsApp Embedded signup self-service onboarding
  • Subscribe to events from the Operational Console

Deprecations and announcements

  • Deprecation: Outbound Search Audits view
  • Mandatory SMS US and Canada registration

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July 19, 2023

Communicate

  • Polycom Zero Touch Provisioning
  • Specify a Canadian address as a remote emergency address

Contact center

  • Collaborate chat quick access for recent chat messages
  • Real-time Interactions data export

Integrations

  • Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

  • Suppress call recordings during IVR flow and in-queue segments

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July 12, 2023

Contact center

  • Architect user interface refresh
  • Configure new conditional group routing method
  • Touchpoint variations for knowledge workbench articles

Platform

  • Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

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June 28, 2023

Contact center

  • Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

  • Deprecation: CX digital agent workspace

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June 14, 2023

Communicate

  • BYOC Cloud TLS X.509 certificate renewal

Contact center

  • Drill down to dashboard performance views
  • Real time alerting based on agent’s after call work duration
  • Improved dashboard create and edit options
  • Show or hide top viewed articles in Support Center
  • Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

  • Resource Center improvements
  • Telephony Extensions now support Divisions

Deprecations and announcements

  • Legacy alerting system deprecation
  • External Contact directory pages external organization logo removal

View details

May 31, 2023

Contact Center

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

  • Knowledge workbench V1 deprecation
  • Genesys Dialog Engine deprecation postponement
  • Mandatory US and Canada SMS/MMS registration

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May 3, 2023

Communicate

  • Support for MDM browser authentication for Communicate for iOS

Contact Center

  • Additional voice transcription accuracy for Arabic
  • Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
  • Automatically reschedule time zone skipped contacts

Platform

  • Identify unused roles and permissions in the Admin UI
  • Display number of interactions routed via non-predictive routing method due to timeout

Deprecations and announcements

  • BYOC Premises—Customer VM Solution deprecation

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April 19, 2023

Platform

  • Single sign-on configuration enhancement

Contact Center

  • Campaign performance views for agents
  • Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
  • Add Max No Input task to Architect bot actions
  • Performance insights view
  • Filter by evaluation form name

Integrations

  • Nuance Mix integration support in Australia

View details

April 5, 2023

Platform

  • Automatic inactivity timeout improvement
  • Maximum voicemail recording length setting

Contact Center

  • Introducing the Data Actions Performance views
  • Introducing new Topic tab in agent, queue, and flow summary and detail views
  • Extended voice transcription services support for Arabic and Hebrew right to left languages
  • Topics and phrases support for Arabic right to left languages
  • Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
  • Data action in rule conditions for digital campaigns
  • Notification message for conversation disconnect

Deprecations and announcements

  • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

View details

March 1, 2023

Contact center

  • Introducing homescreen configuration for Messenger
  • Knowledge articles in Messenger
  • Agent Log-in Log-out report
  • Status duration data for agents
  • Analytics workspace improvements
  • Delayed reaction triggers for process automation

Platform

  • Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

  • Mandatory US and Canada SMS/MMS registration
  • Deprecation of select filters in Analytics API in Predictive Engagement postponement
  • End of Analytics Conversation Detail Endpoint API query interval change allowlist
  • CIDR IP address range for cloud media services expansion

View details

February 1, 2023

Contact center

  • Participant names and avatars in Genesys Messenger
  • Sentiment data in Topic Trends views

Platform

  • Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

  • Windows 8 and 8.1 support for the desktop app deprecation
  • Identify Journey SDK method in Predictive Engagement deprecation
  • API endpoint change for local key settings in recording service

View details

January 25, 2023

Collaborate

  • Control access to the /giphy chat command

Contact center

  • Callback outcomes metrics
  • Evaluation Assistance
  • Evaluation, survey, and assessment form builder enhancements
  • Additional voice transcription accuracy improvements for Spanish

Platform

  • Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

  • Deprecation of select filters in Analytics API in Predictive Engagement

View details

December 21, 2022

Contact center

  • Co-browse for web messaging
  • Automatic email signatures in canned responses
  • Enhanced canned responses editor options
  • Rich media in knowledge base articles
  • Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

  • Introducing the Google Cloud Speech-to-Text (STT) integration
  • Microsoft Teams integration enhancements

Platform

  • Single sign-on configuration enhancements

Deprecations and announcements

  • OS Family attribute in Predictive Engagement
  • Windows 7 support for the desktop app deprecation
  • Canned reports deprecation date updates
  • CIDR IP address range for cloud media services expansion postponement

View details

November 16, 2022

Communicate

  • Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

  • Genesys Agent Assist in agent workspaces
  • Delayed arrival notifications to supervisors in Genesys Tempo™
  • Coaching appointment configuration improvement
  • Improved voice transcription accuracy for Spanish
  • Limited details for interactions older than 1.5 years available in select regions

Platform

  • IP addresses for data actions integrations automatically allowed

View details

October 5, 2022

Contact center

  • Skill expression groups
  • Define ring membership by queue
  • Improved knowledge workbench V2 import and export
  • Agent utilization in improved estimated wait time calculations
  • Platform

    • API Explorer refresh
    • Updated Genesys Knowledge Network

    View details

    September 28, 2022

    Contact center

    • Cards for bot conversations
    • Carousels for bot conversations
    • Manually assign waiting interactions
    • Routing metrics added to Queue Agent Detail and Agents Queues Detail views
    • Interactions views fax column and filter
    • Microsoft Azure Cognitive Services text-to-speech (TTS) integration

    Platform

    • Improved user activity indicators
    • Genesys Cloud subscription name updates

    Deprecations

    • API default profile change for gamification metrics postponement

    View details

    September 21, 2022

    Contact center

    • Single customer view powered by identity resolution available in select regions
    • Predictive Engagement outcome value configuration and reporting
    • Extended voice transcription services
    • Agent status widget improvements
    • Web messaging image copy and paste
    • Extend Bot Connecter PostUtterance response timeout

    Platform

    • Process automation triggers

    View details

    September 7, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Queue administration user interface improvements
    • Detected Topics gamification metric
    • Set Content Template action type added to digital rules for outbound digital campaigns

    Platform

    • Google Fonts API usage change for GDPR compliance

    View details

    August 10, 2022

    Contact center

    • Copy a development and feedback module
    • Genesys Beyond module enhancements
    • Configure setting to reduce latency of transcripts sent through Notifications API
    • Messenger Transport Mobile SDK
    • Use self-managed AWS Key Management Service for conversation data encryption

    Platform

    • South America (São Paulo) region deployment

    Deprecations

    • Microsoft Edge Legacy browser support deprecation
    • Website visitor count API change

    View details

    August 3, 2022

    Contact center

    • Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
    • Custom payload for Google Cloud Dialogflow speech models
    • Analyze predictive routing decisions
    • Dynamic contact list sorting during a running campaign

    Platform

    • Improved phone number validation in Directory profiles

    View details

    July 27, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Genesys Dialog Engine Bot Flow Insights and Optimizations menu

    Integrations

    • Introducing Genesys Cloud for Microsoft Teams

    Platform

    • Windows 11 support for the desktop app

    View details

    June 29, 2022

    Platform

    • Automatically log out inactive users

    Communicate

    • Introducing Global Media Fabric
    • LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
    • New Poly CCX supported phones

    Contact center

    • Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
    • Improved module assignment workflow
    • Adjust wrap-up codes and notes using the API

    View details

    June 8, 2022

    Contact center

    • Workforce management forecast modification limit increase

    Integrations

    • Google Cloud Dialogflow CX Resell available in AppFoundry

    Platform

    • Optionally disable built-in application authorizations

    View details

    May 25, 2022

    Communicate

    • Use Genesys Cloud desktop app to run WebRTC Media Helper

    Contact center

    • Agentless WhatsApp notifications
    • Define gamification profile metrics for media type and queue
    • Assessment data in agent development views
    • Additional customer information in Queues Activity Detail view

    Platform

    • Developer tools refresh

    View details

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