agent


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
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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
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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
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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
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July 13, 2016

Communicate

  • Outbound user faxing

Contact center

  • Auto answer feature and persistence connection option
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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]