Platform

July 28, 2021

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

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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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June 30, 2021

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

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June 9, 2021

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

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April 14, 2021

Platform

Asia Pacific (Mumbai) region deployment

Deprecations

CIDR IP address range for cloud media services change

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April 7, 2021

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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March 17, 2021

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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March 10, 2021

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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January 27, 2021

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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December 9, 2020

Platform

Clone a user in an authorized organization enhancement

Communicate

Identify assigned phone numbers

Contact center

Enhancements to the workforce management rescheduling process
Improved estimated wait time calculation
Turn off evaluation form question group weights

Deprecations

Replace call with voice in Sentiment Aggregates API change
Analytics Conversation Detail Endpoint API maximum record per query change
Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
Analytics User Detail Endpoint API query interval change postponement
Analytics Conversation Detail Endpoint API query interval change postponement

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November 18, 2020

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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November 4, 2020

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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September 30, 2020

Communicate

Geo-Lookup TURN for WebRTC implementations

Contact center

Download individual non-voice interaction recordings
View agent workforce management schedules on iOS devices
Sync workforce management schedules to external calendars with QR codes
Pass data between Genesys Cloud and Google Dialogflow
Long code support for outbound SMS campaigns
Save and dial non-E.164 numbers for external contacts

Platform

Desktop applications have a new name

Deprecations

Genesys Cloud Ruby SDK 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 12, 2020

Platform

External Contacts Scanning API

Deprecations

Skype for Business integration deprecation

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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 10, 2020

Communicate

Genesys Cloud Voice in London

Contact center

New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
New filters in Skills and DNIS views
New columns in Interactions view
New filters in Interactions view

Platform

New dimensions and metric in Analytics API
Use a single grant type across regions for secure authentication
Journey JavaScript SDK enhancement for refined tracking and segmentation
Journey JavaScript SDK enhancement for web actions

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May 20, 2020

Contact center

Introducing outbound SMS campaigns

Platform

Limit organization access to users with specified IP addresses
Usage APIs for premium applications

Deprecations

Long polling for Genesys Cloud clients and network configurations deprecation update

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May 6, 2020

Contact center

Introducing improved workforce management features for all regions
New inbound media columns and filters in Performance views

Deprecations

WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
Screen recording, evaluations, and surveys permissions change

Platform

Genesys Cloud training moves to Genesys Beyond

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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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