agent desktop
August 30, 2023
Customer engagement
- Conditional group routing as the timeout routing method for preferred agent routing
- Require the WebRTC Media Helper
- Custom music for agent-initiated hold duration
- End interactions automatically when agents logoff
- Improved media handling for outbound message attachments
Data, analytics, and reporting
- Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
- Introducing the Genesys Cloud Analytics Add-on (A3S)
- Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns
Open platform
- Genesys Cloud for Chrome extension update
- Calling party ID in p-asserted identity SIP header
- Yealink headsets support
Self service and automation
- Additional formatting for knowledge workbench v2 articles
- Test digital bot flows in real time
- Intent health in Architect bot flows and digital bot flows
Workforce engagement
- Quality evaluation scores now available as a gamification metric
Deprecations and announcements
- US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
- Arrow Electronics partnership and end of preconfigured edge appliances program
- Deprecation: CX digital agent workspace (digital desktop only)
- Japanese translation of “idle” inconsistency
June 28, 2023
Contact center
- Call recording and quality management support in Genesys Cloud EX
Deprecations and announcements
- Deprecation: CX digital agent workspace
February 8, 2023
Contact center
- Automatic knowledge surfacing with Genesys Agent Assist
- Cards and carousels in the CX digital agent workspace
- Images and email addresses as hyperlinks in knowledge base articles
- Jump to reusable tasks in Genesys Dialog Engine Bot Flows
- Encrypt and decrypt data in Architect flows
- Mine topics from messaging transcripts
- Intent miner German language support
January 11, 2023
Contact center
- Specify a default panel for agent interactions
- Conversation autostart for mobile platforms
- Extended voice transcription services text decoration support
- Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
- Improved voice transcription accuracy for Japanese
- Historical adherence bulk request
Deprecations and announcements
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
December 7, 2022
Communicate
- Ringtone options for web and desktop apps
Contact center
- Predictive routing queue impact report
- Limited details for interactions older than 1.5 years available in all regions
- Auto search for callbacks and outbound campaign calls in the Profile panel
- Offset parameter added in recording bulk job API
- Do Not Contact list endpoints for record removal
- Genesys Messenger support for Hebrew
- Tempo icon in Genesys Cloud
- Workforce management time-off plan accessibility improvements
- Knowledge workbench V2 accessibility improvements
Deprecations and announcements
- Microsoft Edge Legacy browser support deprecation
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
November 2, 2022
Communicate
- International number plans as outbound routes changes
Contact center
- Introducing Genesys Cloud digital licenses
- Agentless email notifications
- Outbound email campaigns
- Delivery status receipts for outbound email campaigns
- Manage time zones for outbound email campaigns
- Increased email size limit for custom SMTP integrations
- New filters and columns in Content Search view
- AudioHook billing for active use only
- Cumulative uploads of external metrics for performance scorecards
Deprecations and announcements
- API endpoint change for local key settings in recording service
- CIDR IP address range for cloud media services expansion
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
June 22, 2022
Contact center
- Reset and reassign development and feedback modules
- Interaction evaluation form version tracking
- Blocked offer views for Predictive Engagement journey action maps
- Rich text formatting in bot messages
- Interactions UI improvement
- Intent miner Spanish language support
- Web chat widget support for Google Fonts
Deprecations
- Canned reports deprecation
- API default profile change for gamification metrics
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
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
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
March 9, 2022
Contact center
- Introducing Architect built-in voicemail flow
- Flow milestone views and flow outcomes and performance view updates
- Scheduled Callbacks view improvements
- Expanded workforce management audit log details
- View the creation date and time of a schedule or forecast
- Inspirational quotes replacement
Integrations
- Maximum instances per organization for Amazon EventBridge integration
Deprecations
- Horizontal script panel in agent interaction UI removal
- Workforce management adherence permission change
January 19, 2022
Contact center
- Redesigned roster in agent interaction UI
- Performance views for Predictive Engagement action maps, segments, and outcomes
- Set skills and interaction priority in Architect in-queue flows
- Audit log viewer for workforce management time-off requests and shift trades
Integrations
- Delete data actions support
Deprecations
- Architect Get Journey Sessions by Customer action removal
December 22, 2021
Communicate
- EMEA numbers available for Genesys Cloud Voice US and Canada
Integrations
- Introducing the Amazon EventBridge integration
- Introducing the Nuance Mix integration for voice and digital flows
Deprecations
- Agent interaction UI collapse/expand control removal
- Horizontal script panel in agent interaction UI removal
- Workforce management historical data import service JSON format endpoint deprecation
September 8, 2021
Contact center
- Channel switching in agent interaction UI
- Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
- Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
- Filter interaction transcripts by customer sentiment score and trend in Content Search view
- Audit log viewer for workforce management historical imports
November 18, 2020
Contact center
- Agent-owned records for preview campaigns
- Speech and text analytics settings improvement
- Service level calculation enhancement
- Access partial availability time stamp in Analytics API
- Interactions panel improvement
Platform
- Release Notes now include feature subscriptions
August 19, 2020
Contact center
- Introducing voice transcription
- View workforce management schedule changes with the audit log viewer
- Third-party text-to-speech (TTS) engines for bot integrations
- Configure intent disambiguation in Genesys Dialog Engine
- Agent toolbar usability improvement
Deprecations
- Internet Explorer support for Genesys Cloud embedded client deprecation
November 21, 2018
July 11, 2018
Contact center
- Aggregate detail views
- Flag problematic calls
- New HTML editor for email messages
Integrations
- Premium applications in the AppFoundry
- Skype for Business integration
May 16, 2018
Communicate
- Genesys Cloud Voice in France and the Netherlands
- Follow-me call forwarding
Contact center
- Holiday and emergency schedules for routing configuration
- Create data tables and retrieve data from Architect flows
- Queues Activity view for agents
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
September 20, 2017
Contact center
- Secure call flows in Architect
- Architect Exit and Next Loop actions for all call flow types
- Automatic email responses
- Substitutions for canned responses
- Bulk addition of queues to agents
- Callbacks in reports and alerts
- Workforce management schedule administration enhancements
- Workforce management export enhancements
Integrations
- Custom client applications integration
- Web services data actions integration
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
June 28, 2017
Contact center
- Screen share for voice interactions
- Call Data Action for call flows in Architect
Integrations
- Call data actions for Salesforce data actions
