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

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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

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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

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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

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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

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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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