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ACD email routing
Contact center
- Introducing sentiment analysis
- Enhanced player on interaction detail page
- Richer customer journey context for agents
- Business hours scheduling for Predictive Engagement web chats
- Change history log for Predictive Engagement
- Configurable default prompts in Genesys Dialog Engine
Integrations
- IP addresses for emails sent using the custom SMTP server integration
Deprecations
- Export Media Types and Role real-time columns data into .csv files deprecation
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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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Contact center
- Predictive Engagement content offers
- Email message threads
Deprecations
- Bridge integrations deprecation postponement
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Contact center
- Introducing workforce management shift trading
- Dynamically referenced users in Architect
- Spam email handling
- BCC email address field for outbound ACD emails
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Contact center
- Screen recording for Genesys Cloud desktop app
- Choose reply email addresses
- Create email rules
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Communicate
- Web-based phone call controls in third-party applications
- Web-based phone volume settings
Contact center
- Email routing to an organization’s domain
- Architect audio debugging
- Inline images in emails
- Agent Metrics and Agent Metrics Export reports
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