API


October 7, 2020

Contact center

  • Workforce management planning group improvements
  • View agent development activities using APIs

Integrations

  • Interaction widgets for client application integrations

Deprecations

  • Screen recording policy changes for Genesys Cloud 2 users
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September 16, 2020

Contact center

  • Multi-monitor screen recording
  • Manually assign waiting interactions to agents using APIs
  • Evaluation form question group weight changes
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September 9, 2020

Communicate

  • Force TURN additional IP addresses

Contact center

  • Create Architect flows from YAML files
  • Build custom PDF reports from Performance views

Deprecations

  • Analytics User Detail Endpoint API query interval change
  • Analytics Conversation Detail Endpoint API query interval change
  • Analytics Conversation Detail Endpoint API maximum record per query change
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September 2, 2020

Communicate

  • BYOC Cloud rate decrease
  • BYOC Cloud is PCI DSS-compliant

Contact center

  • Speech and text analytics settings
  • Coaching appointment aggregates API
  • Date and time slot type enhancements in Genesys Dialog Engine
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August 12, 2020

Platform

  • External Contacts Scanning API

Deprecations

  • Skype for Business integration deprecation
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July 15, 2020

Communicate

  • DID and toll-free number management enhancements

Contact center

  • External Calling dialing mode for outbound campaigns
  • Reset Performance views to default settings
  • Filter by multiple items in Performance views
  • Filter by skills and languages in Skills Performance view
  • Launch workflows from the Architect API
  • Contact verification and interaction history enhancements for all regions
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July 8, 2020

Contact center

  • ACD email message threading limit change
  • Contact verification and interaction history enhancements for additional selected regions

Integrations

  • Single sign-on integration enhancement

Platform

  • Journey JavaScript SDK enhancement for refined tracking and segmentation
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June 24, 2020

Contact center

  • Contact verification and interaction history enhancements for selected regions
  • Add Workforce Engagement Management to subscriptions
  • Template messages for agents using WhatsApp
  • Increased limit for Agent Performance views filters
  • Digital flow outcome functionality in Architect and Analytics API
  • Assign Google Dialogflow bot events for non-responsive callers
  • Barge-in functionality for Google Dialogflow enabled by default

Integrations

  • Introducing Adobe data actions integration
  • Introducing Adobe Experience Platform integration for profile lookup

Deprecations

  • Screen recording, evaluations, and surveys permissions change
[View details]

June 10, 2020

Communicate

  • Genesys Cloud Voice in London

Contact center

  • New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
  • New filters in Skills and DNIS views
  • New columns in Interactions view
  • New filters in Interactions view

Platform

  • New dimensions and metric in Analytics API
  • Use a single grant type across regions for secure authentication
  • Journey JavaScript SDK enhancement for refined tracking and segmentation
  • Journey JavaScript SDK enhancement for web actions
[View details]

February 19, 2020

Contact center

  • Short code support for SMS messages

Platform

  • New monitoring metric in Analytics API

Deprecations

  • ACD routing permissions change
  • WFM forecasting After Call Work and Average Talk Time deprecation
  • TLS 1.0 protocol for data actions deprecation
  • iOS Supervisor chat deprecation removal
[View details]

February 5, 2020

Communicate

  • New Genesys and Polycom supported phones and firmware

Contact center

  • Data tables enhancements

Integrations

  • AWS S3 recording bulk actions integration
  • OneLogin for Genesys Cloud SCIM

Platform

  • Bulk export recordings in Recordings API
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January 1, 2020

Platform

  • Access audit events in Audits API
  • Changed default alternate time dimension for evaluation aggregate queries
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December 18, 2019

Contact center

  • Predictive Engagement webhooks
  • Export view group data metrics enhancement
  • Improved evaluation scoring results

Platform

  • OAuth scopes for applications
  • Agent Details enhancement in Analytics API

Deprecations

  • iOS Supervisor chat deprecation
  • WebRTC signaling deprecation update
[View details]

October 23, 2019

Contact center

  • Call flow schedule decision actions in Architect
  • API usage view
  • Change agent status in agent views

Platform

  • US West region deployment
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September 18, 2019

Communicate

  • Add BYOC Cloud or Genesys Cloud Voice to existing subscription

Contact center

  • Bulk delete recordings in Recordings API
  • View evaluations update
[View details]

September 11, 2019

Contact center

  • SMS number purchase update

Platform

  • iOS SDK
[View details]

September 4, 2019

Contact center

  • Assign evaluations per agent
  • Busy audio signal in Architect data actions
  • Conversation Detail Records enhancement in Analytics API

Platform

  • Client account access updates
  • GDPR API enhancement
[View details]

May 29, 2019

Platform

  • Introducing Genesys Cloud SCIM
  • Guest and agent chat APIs

Contact center

  • Google Cloud third-party TTS engine integration
  • Export data from IVR flow views
  • Web chat deployment and documentation changes

Deprecations

  • Internet Explorer 11 support for Genesys Cloud web app deprecation
[View details]

May 22, 2019

Contact center

  • IVR flow performance views
  • IVR flow metrics in Analytics API
  • Architect flow outcome functionality
  • Architect menu move
  • Workforce management short-term forecasting enhancement

Deprecations

  • Classic agents performance views deprecation
  • Agent dashboard deprecation
  • Outbound campaign: Detailed attempt history report deprecation
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April 3, 2019

Communicate

  • Release Link Transfer operation for external trunks

Contact center

  • Conversation detail records enhancement in Analytics API

Deprecations

  • Social channel management deprecation
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March 27, 2019

Contact center

  • Introducing third-party TTS engine integrations
  • Queue Activity Detail view improvements
  • New columns and filters in analytics views
  • Screen share improvement
[View details]

March 6, 2019

Communicate

  • TCP transport protocol for BYOC Cloud trunks

Contact center

  • Performance Dashboards
  • Queue query enhancement in Analytics API
  • Configure multiple ACD messaging integrations per channel
  • Change the default country code for phone numbers
  • Improved fax support for external contacts

Deprecations

  • Genesys Cloud Bridge integrations deprecation FAQs
[View details]

February 6, 2019

Platform

  • Authenticate with single sign-on only
  • Developer Center usability enhancements

Communicate

  • Genesys Cloud audio management improvements
  • Support for basic call controls on commonly used headsets
  • Genesys Cloud Edge bandwidth calculator enhancements

Contact center

  • Queues activity views improvements
[View details]

November 28, 2018

Contact center

  • Improved Queue Observation API metrics in Queues Activity views
  • Export data from agents evaluation views
  • Export data from Abandon Intervals Metrics view
[View details]

October 31, 2018

Platform

  • Developer forum announcements

Communicate

  • BYOC Cloud trunk support for TGRP and DNIS
  • PBX passthrough for BYOC Cloud trunks

Contact center

  • New metrics for agent and queue performance views
  • Additional handle time metrics in the Analytics API
  • New outbound call metrics in the Analytics API
[View details]