Platform


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]

    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]

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