Platform


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]

May 18, 2022

Contact center

  • Introducing AudioHook Monitor
  • Mandatory US and Canada SMS toll-free number verification
  • Retrieve estimated wait times for different media types in Architect flows
  • Use random functions in Architect decision actions
  • Parity in agent performance views with agent metrics reports
  • Export and import forecast in user-selected time zone for workforce management
  • Secure pause recordings when not a conversation participant in Conversations API

Platform

  • Enable automatic capture of console logs for troubleshooting

Deprecations

  • Agent interaction UI collapse/expand control removal
[View details]

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
[View details]

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
[View details]

March 30, 2022

Contact center

  • Predictive routing for email interactions
  • Predictive routing for message interactions
  • Coaching UI improvements
  • Coaching and learning by division access
  • Architect Flush Audio action
  • Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
  • Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

  • The Developer Center has a new look
  • Introducing Developer Center Notifications Monitor

Deprecations

  • Deprecation of workforce management time off requests for non-consecutive days
[View details]

March 23, 2022

Contact center

  • Introducing analytics workspace
  • Average Hold Handled and ACW Handled columns in Performance views
  • Improved customer sentiment scoring
  • Workforce management import service enhancement
  • Configurable Messenger position for web messaging
  • Web messaging delivery status notifications
  • Campaign and campaign sequence schedule improvements

Platform

  • US East 2 (Ohio) region deployment

Deprecations

  • Agent interaction UI collapse/expand control removal
[View details]

February 23, 2022

Platform

  • Genesys Cloud offer packaging and pricing changes
  • BYOC Cloud pricing model changes
  • Fair use voice transcription pricing changes

Contact center

  • Agent-owned callback requests and Scheduled Callbacks view
  • Skill matching for predictive routing
  • Dutch and Korean voice transcription view and search support

Deprecations

  • Architect Get Journey Sessions by customer action removal
[View details]

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
[View details]

October 20, 2021

Contact center

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

Platform

  • Cape Town Africa satellite region deployment
[View details]

October 6, 2021

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
[View details]

September 29, 2021

Contact center

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

Platform

  • Developer Center content change log
[View details]

September 22, 2021

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
[View details]

September 1, 2021

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
[View details]

August 25, 2021

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
[View details]

August 18, 2021

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
[View details]

August 11, 2021

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
[View details]

August 4, 2021

Contact center

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

Platform

  • Enforce index search for divisions
[View details]

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