ACD


March 15, 2023

Contact Center

  • Topic spotting improvement
  • Extend after call work (ACW) timeout settings to digital channels
  • Agent requested after call work (ACW) option
  • After call work (ACW) analytics for callbacks improvement
  • Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
  • Genesys natural language understanding (NLU) improvements

Integrations

  • Genesys AppFoundry improvements

Deprecations and announcements

  • Static data actions for web service data actions integration
  • Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation
[View details]

March 8, 2023

Collaborate

  • Set time to return to previous status after users disconnect and reconnect

Communicate

  • US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

  • Introducing Genesys Cloud Background Assistant for screen recording with the web app
  • Introducing regional storage for call recordings
  • SSML support in Genesys Dialog Engine Bot Flows
  • New Search endpoint
  • New variables and improvements for scripts
  • Improved do not contact (DNC) list functionality to support custom values
  • Communicate call classification update
[View details]

July 13, 2022

Collaborate

  • Genesys Cloud video chat setting improvements

Communicate

  • Introducing BYOC Premises Customer Hardware Solution
  • Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

  • Topic trends summary and detail views
  • Agent ACD skills and language proficiency routing improvement
  • Improved default program list in speech and text analytics settings
  • Japanese voice transcription support

Deprecations

  • Website visitor count API change
[View details]

August 11, 2021

Communicate

  • Call history enhancements to mobile devices

Contact center

  • Introducing web messaging
  • Introducing Genesys Bot Connector
  • Expiration date for DNC lists
  • Improved accessibility for ACD voice interactions

Platform

  • Developer Blueprints for custom integrations

Deprecations

  • Quality Management Audit API change
  • Journey Reporting Service decommission
[View details]

September 16, 2020

Contact center

  • Multi-monitor screen recording
  • Manually assign waiting interactions to agents using APIs
  • Evaluation form question group weight changes
[View details]

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
[View details]

April 8, 2020

Contact center

  • Introducing Architect workflows and Architect flow actions for Predictive Engagement
  • Salesforce lead creation and campaign association with Predictive Engagement
  • Add digital channels to subscriptions
  • Reset an agent’s routing score after presence changes
  • Scheduled Callbacks view permissions change

Deprecations

  • ACD routing permissions change
[View details]

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]

March 25, 2020

Contact center

  • Amazon Lex integration in Asia Pacific (Sydney) AWS region

Platform

  • Go SDK

Deprecations

  • ACD routing permissions change postponement
  • WFM forecasting After Call Work and Average Talk Time deprecation postponement
[View details]

March 4, 2020

Contact center

  • Performance dashboards improvements
  • Performance dashboards public option
  • Filter for users by group in agents summary views
  • Export view selected columns and order
  • Configure utilization settings per agent or by organization

Deprecations

  • Contact center view in Performance menu deprecation
[View details]

February 19, 2020

Contact center

  • Short code support for SMS messages

Platform

  • New monitoring metric in Analytics API

Deprecations

  • ACD routing permissions change
  • WFM forecasting After Call Work and Average Talk Time deprecation
  • TLS 1.0 protocol for data actions deprecation
  • iOS Supervisor chat deprecation removal
[View details]

January 22, 2020

Contact center

  • Blind transfer for voice interactions enhancement

Integrations

  • Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
[View details]

December 26, 2018

Contact center

  • ACD messaging channel conversation rate decrease
[View details]

December 12, 2018

Contact center

  • Outbound SMS on behalf of a queue
  • External contact search for messaging channels
  • Change agent’s status in Queues Activity Detail view
  • View export for Agents Queues Detail view
[View details]

September 12, 2018

Contact center

  • Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
  • Workforce management agent scheduling enhancements
  • Run Now option on reports page
[View details]

April 25, 2018

Communicate

  • Introducing BYOC (Bring Your Own Carrier)

Contact center

  • Collapse and expand actions in Architect
  • Transfer calls to queue permission
  • Omnichannel interaction history for external contacts licensing
[View details]

April 4, 2018

Integrations

  • ACD voicemail enhancement in Genesys Cloud for Salesforce
  • ACD voicemail enhancement in Genesys Cloud for Zendesk
  • ACD voicemail enhancement in Genesys Cloud for Chrome
[View details]

December 20, 2017

Communicate

  • User to User Information (UUI) support
  • Phone provisioning from the cloud

Contact center

  • Web chat schedules
  • Enhanced support for external contacts in interactions
  • Maximum shift start time variance
[View details]

September 6, 2017

Contact center

  • ACD voicemail routing
  • Co-browse for voice interactions
  • Queues Activity views enhancements
  • Callback filter in contact center dashboards and views
  • Contact Property call rule condition enhancement
[View details]

February 1, 2017

Platform

  • Admin UI relaunch

Contact center

  • ACD support for chats in client integrations
  • Genesys Cloud for Salesforce and Omni-Channel status sync
  • ACD routing of third-party chat and email interactions
  • Queues Performance summary and detail views
  • IVR prompt support for ordinal numbers
  • Italian language support in Architect
[View details]

January 25, 2017

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
[View details]

October 26, 2016

Collaborate

  • Personal group favorites

Communicate

  • Ability to rename inbox recordings

Contact center

  • Dialpad for agent interactions
[View details]

October 5, 2016

Platform

  • Developer Forum
  • Developer Center code samples and tutorials for API calls
  • SDKs for JavaScript, Python, Ruby, and C#

Communicate

  • Bulk import for phone configurations

Contact center

  • Permissions for Dashboard, Queues, and Agents views
  • Support for HTML formatting in responses and ACD emails
  • Secure pause button
  • Dutch and European Spanish language support in Architect
  • Third-party call list cleansing service
  • No-answer timeout campaign setting
  • Real-time schedule adherence
  • Maximum number of agents per management unit
[View details]

September 28, 2016

Communicate

  • Mini and micro versions of Genesys Cloud Edge
  • Virtual Edge deployment option

Contact center

  • Auto answer for Genesys Cloud web-based phones
[View details]

September 7, 2016

Contact center

  • Consult transfers to queues
  • Create a queue from an existing queue
[View details]