agent


May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8×8 integration
    [View details]

    May 10, 2023

    Contact Center

    • Historical adherence and shrinkage view updates for teams
    • Route email to multiple destinations
    • Improved analytics email data with CC/BCC details

    Deprecations and announcements

    • Search Audits view deprecation
    • Search Audits APIs deprecation
    [View details]

    April 26, 2023

    Contact Center

    • Generative AI to summarize agent digital interactions
    • New workforce management scheduling menu
    • Automatic language detection for digital interactions
    • Show or hide top searched articles in Support Center
    • Bulk changes to knowledge base question and answer articles
    • Copy an existing evaluation or web survey form
    • Customer Journeys tab in the Interactions View
    • Canned responses source code/HTML editor
    • Access to Queue Agent Details View by division membership

    Integrations

    • Introduction of OAuth 2.0 for custom SMTP integration

    Deprecations and announcements

    • Customer journey tab replacement
    [View details]

    April 19, 2023

    Platform

    • Single sign-on configuration enhancement

    Contact Center

    • Campaign performance views for agents
    • Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
    • Add Max No Input task to Architect bot actions
    • Performance insights view
    • Filter by evaluation form name

    Integrations

    • Nuance Mix integration support in Australia
    [View details]

    March 1, 2023

    Contact center

    • Introducing homescreen configuration for Messenger
    • Knowledge articles in Messenger
    • Agent Log-in Log-out report
    • Status duration data for agents
    • Analytics workspace improvements
    • Delayed reaction triggers for process automation

    Platform

    • Hong Kong, Jakarta, and Paris satellite region deployment

    Deprecations and announcements

    • Mandatory US and Canada SMS/MMS registration
    • Deprecation of select filters in Analytics API in Predictive Engagement postponement
    • End of Analytics Conversation Detail Endpoint API query interval change allowlist
    • CIDR IP address range for cloud media services expansion
    [View details]

    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
    [View details]

    November 30, 2022

    Contact center

    • Introducing topic mining
    • Historical shrinkage data
    • Filter by topic dialect
    • Work plan information in agent schedule views
    • Messenger headless support
    • Increased email size limit for custom AWS integrations
    • Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
    • Microsoft Azure Cognitive Services TTS in Architect secure flows
    • Email configuration UI updates
    [View details]

    September 14, 2022

    Collaborate

    • Video chat participant notifications

    Contact center

    • Introducing the Knowledge Performance dashboard
    • My Interactions view for agents
    • Genesys Messenger conversation auto-start
    • Audience size estimator for action maps in Predictive Engagement
    • Test regular expression slot types before implementation
    • Nuance Mix integration in Architect secure flows
    • Amazon Lex V2 bots in Architect secure flows
    • Google Cloud Dialogflow CX bots in Architect secure flows
    • Nuance TTS integration in Architect secure flows
    • Genesys Enhanced TTS in Architect secure flows
    • 988 Suicide Hotline number plan available with Genesys Cloud Voice
    • Genesys Messenger support for Portuguese
    • Intent miner French language support
    [View details]

    September 7, 2016

    Contact center

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

    July 22, 2016

    Communicate

    • Toll-free number porting into Genesys Cloud Voice

    Contact center

    • Callback routing
    • ACD-routed preview calls
    • User Status Detail report
    • Japanese language support
    [View details]

    July 13, 2016

    Communicate

    • Outbound user faxing

    Contact center

    • Auto answer feature and persistence connection option
    [View details]

    June 29, 2016

    Collaborate

    • Improvements to Documents dashboard

    Communicate

    • Support for Polycom VVX 101 and 201 phones

    Contact center

    • Utilization option for non-ACD calls
    • Change to the way that Genesys Cloud ACD assigns agents to interactions
    [View details]

    June 8, 2016

    Genesys Cloud Platform

    • Help panel

    Engage

    • Queue activation permission
    • Custom interaction details for web chats
    • Agent alias for web chats
    [View details]