Contact center

• Introducing AudioHook Monitor
• Mandatory US and Canada SMS toll-free number verification
• Retrieve estimated wait times for different media types in Architect flows
• Use random functions in Architect decision actions
• Parity in agent performance views with agent metrics reports
• Export and import forecast in user-selected time zone for workforce management
• Secure pause recordings when not a conversation participant in Conversations API

Platform

• Enable automatic capture of console logs for troubleshooting

Deprecations

• Agent interaction UI collapse/expand control removal

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Communicate

• Introducing hybrid telephony connections

Contact center

• Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
• Recycle a digital campaign
• Enhanced customer journey view for Predictive Engagement administrators
• Shrinkage Reporting API for workforce management
• Ability to provide feedback to sentiment analysis in French dialects
• Dutch programs, topics, and phrases support

Integrations

• Amazon EventBridge topic for wrap-up codes
• Amazon EventBridge topics for external contacts and after call work events

Platform

• Updated icons in the Genesys Cloud UI

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Contact center

• Workforce management agent schedule enhancements
• Expanded inbound MMS support for SMS messages
• Outbound MMS support for SMS messages
• DNC.com integration for Do Not Contact lists enhancements
• Performance report for queues with predictive routing
• Ability to remove PII from voicemail and fax notifications

Integrations

• Amazon EventBridge topics for conversation and flow metrics

Platform

• API usage report
• CX as Code support for Architect flows
• Genesys Cloud fair use policy documentation improvement

Deprecations

• Deprecation of workforce management time-off requests for non-consecutive days

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Contact center

• Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

• Website visitor count API change

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Contact center

• Predictive routing for email interactions
• Predictive routing for message interactions
• Coaching UI improvements
• Coaching and learning by division access
• Architect Flush Audio action
• Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
• Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

• The Developer Center has a new look
• Introducing Developer Center Notifications Monitor

Deprecations

• Deprecation of workforce management time off requests for non-consecutive days

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Contact center

• Introducing Agent Assist in select regions
• Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
• Workforce management shifts and shift history management enhancements
• Update ACD and language skills on an interaction in a queue with Routing API

Deprecations

• Workforce management time-off requests for non-consecutive days deprecation

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Contact center

• Limited PII masking in Performance views and exports
• Access to agent management across divisions
• Manually assign interactions across queues
• Polish programs, topics, and phrases support

Deprecations

• API endpoint change for supported topic spotting dialects

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Communicate

• Telephony terminology changes

Contact center

• Send custom attributes with web messages
• Agentless Notification API enhancement for SMS and open messaging
• Analytics Detail Events for the EventBridge integration
• Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

• Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

• CX as Code

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Contact center

• Voice interaction coaching and monitoring
• Data actions as a voice campaign pre-call or post-call rule action
• Automatic bot responses
• Assign flow outcome within divisions
• Sentiment score metric added to Transcripts Aggregate API
• Polish voice transcription support

Deprecations

• Workforce management adherence permission change
• API endpoint change for supported topic spotting dialects

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Contact center

• Time-off enhancements for workforce management
• Ensemble model and Theta method for workforce management automatic best method forecasting
• Additional columns and filter in Queues Performance views
• Additional recording and evaluation filters and columns in Interactions view
• Development Aggregate API for development and feedback modules
• Additional French sentiment analysis support
• Screen recording download permission

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Contact center

• Bot Performance views
• Routing detail columns in Performance views
• Open messaging API enhancements

Integrations

• Add non-E.164 number to Other Phone field for collaboration integrations

Deprecations

• Recording Service API metadata endpoint annotation deprecation

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Contact center

• Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
• Fair use voice transcription charges

Platform

• Cape Town Africa satellite region deployment

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Contact center

• Inbound and outbound file attachment support for third-party messaging and open messaging
• Automatic time zone mapping enhancement for outbound campaigns
• Audit events in Learning and Coaching APIs

Deprecations

• Collaborate call functionality on mobile devices deprecation postponement

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Contact center

• Add quick replies to Genesys Dialog Engine Bot Flows
• Spanish sentiment analysis support for digital interactions

Platform

• Developer Center content change log

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Contact center

• Introducing quick replies for message interactions
• Arabic right to left support for web messaging
• Topics added to transcript search API

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Collaborate

• Content management file sharing URL change

Communicate

• SRV record support for TLS for BYOC Cloud trunks

Contact center

• Assign Google Dialogflow bot events for canceled interactions
• France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
• Email reply enhancement

Platform

• Cape Town Africa satellite region deployment
• Assign schedules, schedule groups, and call routing objects within divisions
• Standardized client SDK logging and configuration

Deprecations

• API endpoint change for supported topic spotting dialects

View details

Communicate

• Conversation header support for BYOC Cloud trunks
• DID number port increase for Genesys Cloud Voice

Contact center

• Update ACD and language skills on an interaction in a queue with Routing API

Platform

• Assign data tables within divisions

Deprecations

• Max Calls replacement for BYOC Cloud trunks

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Communicate

• Call history enhancements to mobile devices

Contact center

• Introducing web messaging
• Introducing Genesys Bot Connector
• Expiration date for DNC lists
• Improved accessibility for ACD voice interactions

Platform

• Developer Blueprints for custom integrations

Deprecations

• Quality Management Audit API change
• Journey Reporting Service decommission

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Contact center

• Interaction details and transcript UI improvements
• Subscribe to transcripts through Notifications API
• Journey aggregate query API for non-offered action states enhancement

Platform

• Audit log viewer enhancement
• Developer Guides

Deprecations

• Skype for Business integration deprecation
• Recording Service API metadata endpoint annotation deprecation
• Journey JavaScript SDK specific mappable customer traits deprecation
• Journey Reporting Service decommission postponement

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Collaborate

• Video chat enhancements

Contact center

• Introducing open messaging
• Gamification leaderboard scope and reporting intervals customization
• Enhanced agent workforce management schedule views in Genesys Tempo mobile application

Integrations

• Introducing the Zoom Meetings integration
• Salesforce Omni-Channel chat routing in Genesys Cloud

Deprecations

• Collaborate call functionality on mobile devices deprecation
• Journey JavaScript SDK specific mappable customer traits deprecation postponement

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Communicate

• Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

• Use Architect prompts in Google Dialogflow bots

Platform

• Virtual Desktop Infrastructure

Deprecations

• Journey Reporting Service decommission
• Genesys Cloud Ruby SDK deprecation

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Contact center

• Introducing predictive routing
• Agent development views for development and feedback modules and coaching appointments
• Voice coaching API for call monitoring

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Communicate

• WebRTC Media Helper for VDI environment

Contact center

• Introducing Architect common module flows
• Permission to activate and deactivate queue membership
• New custom actions and usability improvements for script designers
• Caller ID and caller name specification on Callback API
• Bring Your Own Technology (BYOT) billing changes

Deprecations

• Facebook Messenger HUMAN_AGENT message tag deprecation
• Predictive Engagement outcome limitation change
• Topics and programs audit events name change

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Communicate

• User to User Information (UUI) enhancement for remote stations
• DTMF support in active calls

Contact center

• Audit trail improvements in Interaction Details view
• Improved agent external contacts experience
• New audio alert for non-voice interactions

Platform

• Genesys Cloud Command Line (CLI) enhancements

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