Genesys Cloud - agent desktop tag

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

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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

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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

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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

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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

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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

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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

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Contact center

• Co-browse with Shift JIS encoding

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Contact center

• Aggregate detail views
• Flag problematic calls
• New HTML editor for email messages

Integrations

• Premium applications in the AppFoundry
• Skype for Business integration

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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

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Platform

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

Contact center

• Scripts with email

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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

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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

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Contact center

• Screen share for voice interactions
• Call Data Action for call flows in Architect

Integrations

• Call data actions for Salesforce data actions

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Collaborate

• Secure relationships with authorized organizations

Contact center

• Customer typing indicator in chat interactions
• Evaluation form question branching
• Disable unattended reports

Integrations

• Voci V-Spark transcription and speech analytics integration

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Contact center

• Screen share for chat
• Contact property call rule condition
• Norwegian Bokmal language support in Architect

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Contact center

• Co-browse with chat interactions
• Outbound Campaign: Detailed Attempt History report
• Chinese and Dutch language support in Architect
• Call Data Action for email flows in Architect

Integrations

• Salesforce data actions

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Platform

• APIs for Architect features

Collaborate

• Select download location in Windows desktop app

Communicate

• Custom dashboard to monitor real-time telephony performance
• Track Edge operational states

Contact center

• French language support in Architect
• Recording download permission
• Web-based phone settings in Interactions panel

Integrations

• SSO support for Google G Suite

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Collaborate

• Personal group favorites

Communicate

• Ability to rename inbox recordings

Contact center

• Dialpad for agent interactions

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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

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Contact center

• Ability to change recipient list in an email reply
• Outbound call flow variables
• Option to override default retention behavior for recording policies in conflict

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Communicate

• Inbox improvements

Contact center

• Support for custom web chat fields

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Contact center

• Response management
• Email routing
• French and German IVR prompt files and runtime playback support in Architect

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Platform

• New support workflow for Genesys Cloud Pro+ organizations

Collaborate

• New UI for profile setup
• Ability to open video chats in pop-out window

Contact center and Communicate

• Group ring
• Ability to copy interactions through the Agent UI

Integrations

• Single Sign On support for Okta
• Single Sign On support for SFDC
• Improvements to Genesys Cloud for Salesforce
• Salesforce Data Dip Connector is now available in East Asia (Japan) region
• Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
• Web Services Data Dip Connector is now available in East Asia (Japan) region
• Zendesk Data Dip Connector is now available in East Asia (Japan) region

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