Platform

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

[View details]

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

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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]

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