account settings


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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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
[View details]

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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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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April 1, 2020

Contact center

  • Log an agent out of Genesys Cloud from agent views
  • Disassociate an agent from a station
  • Web chat widget support for accessibility
  • Use * and # as terminating characters in Architect call flows
  • New fonts and font sizes in ACD email

Platform

  • Disable Collaborate chat
  • Premium application purchase enhancements

Deprecations

  • TLS 1.0 protocol deprecation removal
  • ACD routing permissions change postponement
[View details]

January 15, 2020

Contact center

  • Predictive Engagement tracking in Single Page Applications
  • Wallboard accounts to view Performance dashboards
  • Genesys Cloud Voice support for outbound dialing modes in EMEA
[View details]

October 9, 2019

Contact center

  • Introducing preferred agent routing
  • Co-browse session improvements

Platform

  • Organization settings improvement
[View details]

August 29, 2018

Platform

  • Turn off file uploading in chats

Contact center

  • Skill configuration for third party emails in Architect
  • Script display enhancement
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December 13, 2017

Platform

  • Sample of enhanced Genesys Cloud invoice

Communicate

  • Persistent connection for WebRTC phones

Contact center

  • Queues performance summary row
  • Configure failed transfer audio within transfer actions

Integrations

  • Credential types and authentication flows for web services data actions integration
[View details]

October 18, 2017

Platform

  • Free seating organization setting

Communicate

  • USB-based Edge pairing
  • Support for China-specific encryption certificates in Edge pairing process

Contact center

  • Enhanced user selection in report editor
  • Interactions view enhancements

Integrations

  • Genesys Cloud data actions integration
[View details]

October 11, 2017

Platform

  • PCI DSS Level 1 compliance for Secure IVR
  • Improved view of subscription, billing, and usage information

Contact center

  • Scripts with email
[View details]