Architect


June 29, 2022

Platform

  • Automatically log out inactive users

Communicate

  • Introducing Global Media Fabric
  • LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
  • New Poly CCX supported phones

Contact center

  • Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
  • Improved module assignment workflow
  • Adjust wrap-codes and notes using the API
[View details]

May 18, 2022

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
[View details]

May 11, 2022

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
[View details]

May 4, 2022

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
[View details]

March 30, 2022

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
[View details]

March 16, 2022

Contact center

  • Introducing Architect in-queue flow support for digital flows
  • Architect data table permission enhancements
  • Customize inbound message flow based on action map
  • Assign to me option for quality management evaluation assignment
  • Portugal Portuguese voice transcription support
  • Portugal Portuguese programs, topics, and phrases support
[View details]

March 9, 2022

Contact center

  • Introducing Architect built-in voicemail flow
  • Flow milestone views and flow outcomes and performance view updates
  • Scheduled Callbacks view improvements
  • Expanded workforce management audit log details
  • View the creation date and time of a schedule or forecast
  • Inspirational quotes replacement

Integrations

  • Maximum instances per organization for Amazon EventBridge integration

Deprecations

  • Horizontal script panel in agent interaction UI removal
  • Workforce management adherence permission change
[View details]

February 9, 2022

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
[View details]

January 19, 2022

Contact center

  • Redesigned roster in agent interaction UI
  • Performance views for Predictive Engagement action maps, segments, and outcomes
  • Set skills and interaction priority in Architect in-queue flows
  • Audit log viewer for workforce management time-off requests and shift trades

Integrations

  • Delete data actions support

Deprecations

  • Architect Get Journey Sessions by Customer action removal
[View details]

December 22, 2021

Communicate

  • EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

  • Introducing the Amazon EventBridge integration
  • Introducing the Nuance Mix integration for voice and digital flows

Deprecations

  • Agent interaction UI collapse/expand control removal
  • Horizontal script panel in agent interaction UI removal
  • Workforce management historical data import service JSON format endpoint deprecation
[View details]

December 8, 2021

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
[View details]

October 20, 2021

Contact center

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

Platform

  • Cape Town Africa satellite region deployment
[View details]

October 6, 2021

Contact center

  • Introducing Google Cloud Dialogflow CX integration for call and message flows
  • Global slot enhancement in Genesys Dialog Engine Bot Flows
  • Filter by queues in My Queues Activity view
  • Improved voice transcription accuracy for Spanish language regions
  • Messaging file URL change

Platform

  • Control agent transfer ability based on division membership
[View details]

September 29, 2021

Contact center

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

Platform

  • Developer Center content change log
[View details]

September 22, 2021

Contact center

  • Global barge-in configuration in Genesys Dialog Engine Bot Flows
  • Alerting column in Performance Dashboards and Queue Activity views

Platform

  • Automatically backfill roles with new permissions
  • Genesys Customer Care pairing
[View details]

September 8, 2021

Contact center

  • Channel switching in agent interaction UI
  • Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
  • Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
  • Filter interaction transcripts by customer sentiment score and trend in Content Search view
  • Audit log viewer for workforce management historical imports
[View details]

August 18, 2021

Contact center

  • Introducing knowledge workbench
  • Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
  • External tag filter for interactions in Performance views
  • Filter digital interactions by media type in Content Search view
  • Access workforce management in forecasting historical data via API

Platform

  • Proof Key for Code Exchange grant for OAuth 2 authorization
[View details]

August 11, 2021

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
[View details]

June 30, 2021

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
[View details]

June 16, 2021

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
[View details]

June 2, 2021

Contact center

  • Introducing the Amazon Lex V2 integration with Architect flows
  • Increased routing duration for bullseye and preferred agent methods
  • Out-of-the-box topics for speech and text analytics
  • Improved voice transcription accuracy for English language regions
[View details]

May 26, 2021

Contact center

  • Introducing Architect flow outcome milestones
  • View bot flow utterance history
  • Enhancements to workforce management forecasts

Deprecations

  • Incoming non-voice interaction alert ringtone change
  • Reduced data retention period for journey history change
[View details]

May 12, 2021

Contact center

  • Amazon Polly Neural TTS Voices support
  • Returned results count from Analytics API endpoint Elasticsearch queries
  • Spain Spanish, South African English, and Indian English programs, topics, and phrases support
[View details]

May 5, 2021

Communicate

  • Search for external contacts and organizations on mobile devices

Contact center

  • Topic manager and topic spotting support for queues and flows
  • Configurable messaging threading timeline
  • Export Architect flows in YAML format
  • External contacts bulk APIs for notes and relationships
  • Journey aggregate query API for non-offered action states

Deprecations

  • CIDR IP address range for cloud media services change completed
[View details]

March 10, 2021

Contact center

  • Increased maximum wait time in Architect email and message flows
  • Operational bot reporting API
  • External Contacts bulk API

Platform

  • Full support for Microsoft Edge Chromium
  • Genesys Cloud HTTP cookies

Deprecations

  • CIDR IP address range for cloud media services change
[View details]

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