Genesys Cloud - AWS tag

List of the Genesys Cloud release notes that include the AWS release notes tag.
March 29, 2023

Communicate

  • Built-in Genesys Cloud WebRTC diagnostics application improvements

Contact Center

  • External contacts Profile tab updates
  • Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
  • Archive and unarchive learning modules

Integrations

  • Automatic regionalization of endpoints for existing Google Cloud TTS and STT  integrations
  • Custom voices support for the Google Cloud Text-to-Speech integration

Deprecations and announcements

  • Static data actions for web service data actions integration removal

View details

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

View details

August 31, 2022

Communicate

  • Genesys Cloud WebRTC diagnostics app improvements

Contact center

  • Genesys Digital Bot Flows
  • SMS message delivery status
  • Reset agent personal bests in gamification
  • Genesys Dialog Engine Bot Flows support for Portuguese
  • Improved voice transcription accuracy for Dutch

Integrations

  • Cross-region export option for AWS S3 recording bulk actions integration

View details

August 10, 2022

Contact center

  • Copy a development and feedback module
  • Genesys Beyond module enhancements
  • Configure setting to reduce latency of transcripts sent through Notifications API
  • Messenger Transport Mobile SDK
  • Use self-managed AWS Key Management Service for conversation data encryption

Platform

  • South America (São Paulo) region deployment

Deprecations

  • Microsoft Edge Legacy browser support deprecation
  • Website visitor count API change

View details

July 6, 2022

Contact center

  • Introducing contact center work teams
  • Predictive routing queue detail report
  • External metrics for performance scorecards
  • Topics and sentiment metrics consolidation
  • Amazon Lex integration in Canada (Central) AWS region

Integrations

  • SMTP server integration email error notifications to agents

View details

June 15, 2022

Contact center

  • Improved wait time for call recording download and playback
  • Prioritize order of performance and development information in Agent activity view
  • Amazon Lex integration in Asia Pacific (Tokyo) AWS region

Deprecations

  • Bridge integrations deprecation
  • Website visitor count API change

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 23, 2022

Contact center

  • Introducing analytics workspace
  • Average Hold Handled and ACW Handled columns in Performance views
  • Improved customer sentiment scoring
  • Workforce management import service enhancement
  • Configurable Messenger position for web messaging
  • Web messaging delivery status notifications
  • Campaign and campaign sequence schedule improvements

Platform

  • US East 2 (Ohio) region deployment

Deprecations

  • Agent interaction UI collapse/expand control removal

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

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

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

September 1, 2021

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

April 14, 2021

Platform

  • Asia Pacific (Mumbai) region deployment

Deprecations

  • CIDR IP address range for cloud media services change

View details

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

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

View details

April 5, 2017

Platform

  • AWS Direct Connect support

Collaborate

  • Voicemail access directly from email notifications
  • Out of Office status date range

Communicate

  • Edge and Media Tier release notes

Contact center

  • Intraday monitoring view

Integrations

  • Email interactions support for Genesys Cloud for Salesforce
  • Email interactions support for Genesys Cloud for Zendesk
  • Email interactions support for Genesys Cloud for Chrome

View details