Architect

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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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March 3, 2021

Contact center

Content Search view for voice transcripts
Search interactions for SIP signaling information for all regions
Route voice interactions based on external contact information
Record ACD agent consult calls
Screen recording limit increase

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February 24, 2021

Contact center

Introducing Architect Dialog Engine bot flows
Introducing performance management and gamification
Track agent attrition
View historical data within workforce management best method forecasts
Introducing historical data import for workforce management best method forecasting
New Adobe Experience Platform Launch extension for Predictive Engagement

Deprecations

CIDR IP address range for cloud media services change

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December 9, 2020

Platform

Clone a user in an authorized organization enhancement

Communicate

Identify assigned phone numbers

Contact center

Enhancements to the workforce management rescheduling process
Improved estimated wait time calculation
Turn off evaluation form question group weights

Deprecations

Replace call with voice in Sentiment Aggregates API change
Analytics Conversation Detail Endpoint API maximum record per query change
Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
Analytics User Detail Endpoint API query interval change postponement
Analytics Conversation Detail Endpoint API query interval change postponement

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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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July 29, 2020

Communicate

Port DID number management enhancement for Genesys Cloud Voice

Contact center

View agent workforce management schedules on Android devices
Google Dialogflow integration in Architect chat and messaging flows
Digital flow support for Flow Performance views
New filters for Flow Performance views
Performance Dashboards enhancement

Deprecations

TLS 1.1 protocol deprecation removal

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July 22, 2020

Contact center

Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
Genesys Dialog Engine pricing
Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
Last-used queue for outbound interactions

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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 1, 2020

Communicate

TLS transport protocol for BYOC Cloud trunks
Force TURN for WebRTC implementations
Network capture for troubleshooting

Contact center

Google Dialogflow environments for an Architect flow
New Date Span options for Metric widgets in Performance Dashboards
Supervisor actions in Agent Status widget in Performance Dashboards
Contact verification and interaction history enhancements for additional selected regions

Deprecations

Long polling for Genesys Cloud clients and network configurations deprecation removal
Data sync connector deprecation update
Web services data dip connector deprecation update

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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

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June 17, 2020

Contact center

Introducing Nuance Text-to-Speech integration
Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
Get Journey Sessions by Customer action and Get Journey Session action in Architect

Deprecations

Screen recording, evaluations, and surveys permissions change postponement

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June 3, 2020

Contact center

Customize external contacts and organizations
Status timer for agents
Upload and preview images with content offers in Predictive Engagement
Get Journey Outcome action and Get Journey Segment by ID action in Architect

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April 29, 2020

Platform

New AWS region deployments
Refresh tokens for secure authentication

Communicate

Genesys Cloud Voice availability for new AWS region
BYOC Cloud availability for new AWS regions

Contact center

Introducing improved workforce management features for selected regions
Improved ACD messaging for Facebook Messenger
Inbound MMS support for SMS messages
Interrupt a Google Dialogflow agent in an Architect flow

Integrations

SMTP server integration for outbound emails

Deprecations

WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
Contact center dashboard in Performance Overview menu deprecation removal

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April 8, 2020

Contact center

Introducing Architect workflows and Architect flow actions for Predictive Engagement
Salesforce lead creation and campaign association with Predictive Engagement
Add digital channels to subscriptions
Reset an agent’s routing score after presence changes
Scheduled Callbacks view permissions change