List of the Genesys Cloud release notes that include the agent release notes tag.
September 13, 2023

Customer engagement

  • Open messaging typing indicators

Data, analytics, and reporting

  • Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

  • Architect workflow trigger automation
  • Introducing Genesys Cloud CX Accelerators

Self service and automation

  • Support center name change
  • Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
  • Introducing the Architect Optimizations dashboard
  • Architect flow outcomes and milestones user interface updates

Workforce engagement

  • Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

  • Deprecation: Canned reports
  • View details

    August 02, 2023

    Contact center

    • Updated WhatsApp pricing structure
    • Copy and share interaction transcripts
    • Web messaging inbound custom attribute size limit requests
    • SMS short code number in France
    • Improved workload balancing in predictive routing

    Integrations

    • Two score-setting options for ranking waiting interactions

    Platform

    • PCI DSS recertification
    • Genesys Cloud WhatsApp Embedded signup self-service onboarding
    • Subscribe to events from the Operational Console

    Deprecations and announcements

    • Deprecation: Outbound Search Audits view
    • Mandatory SMS US and Canada registration

    View details

    July 26, 2023

    Contact center

    • Agent evaluation details export generation for multiple agent
    • Workforce management business unit and service goal template impact override settings
    • Increased limits for workforce management dimensions
    • Topic miner Spanish language support

    View details

    July 19, 2023

    Communicate

    • Polycom Zero Touch Provisioning
    • Specify a Canadian address as a remote emergency address

    Contact center

    • Collaborate chat quick access for recent chat messages
    • Real-time Interactions data export

    Integrations

    • Sentiment analysis in Google Cloud Dialogflow CX integrations

    Platform

    • Suppress call recordings during IVR flow and in-queue segments

    View details

    July 12, 2023

    Contact center

    • Architect user interface refresh
    • Configure new conditional group routing method
    • Touchpoint variations for knowledge workbench articles

    Platform

    • Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

    View details

    June 28, 2023

    Contact center

    • Call recording and quality management support in Genesys Cloud EX

    Deprecations and announcements

    • Deprecation: CX digital agent workspace

    View details

    June 14, 2023

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Drill down to dashboard performance views
    • Real time alerting based on agent’s after call work duration
    • Improved dashboard create and edit options
    • Show or hide top viewed articles in Support Center
    • Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

    Platform

    • Resource Center improvements
    • Telephony Extensions now support Divisions

    Deprecations and announcements

    • Legacy alerting system deprecation
    • External Contact directory pages external organization logo removal

    View details

    June 7, 2023

    Collaborate

    • Support for MDM browser authentication for Collaborate for iOS

    Contact center

    • Workforce management time-off requests user interface improvements
    • Improvements to playback screen recordings
    • Workforce management and HR Integration System (HRIS) integration
    • Modify the default whisper tone in Architect
    • Real-time alerting for waiting interactions
    • Introducing improved alerting

    Integrations

    • Client information in the embedded clients interaction window

    Deprecations and announcements

    • Journey customer service deprecation

    View details

    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