bots


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
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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
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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
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September 15, 2021

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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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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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
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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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July 21, 2021

Contact center

  • Introducing intent miner

Integrations

  • SSE-KMS support for AWS S3 recording bulk actions integration

Platform

  • Disable Directory navigation
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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
[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
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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
[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
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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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November 4, 2020

Communicate

  • CIDR IP address range for cloud media services

Contact center

  • Genesys Virtual Agent Services available in the AppFoundry
  • Bot versioning in Genesys Dialog Engine

Platform

  • Genesys Cloud rebranding update

Deprecations

  • Screen recording policy changes for Genesys Cloud 2 users
  • Create Site API call attribute requirement change
  • Bridge server deprecation update
  • CIC data connector deprecation update
[View details]

September 30, 2020

Communicate

  • Geo-Lookup TURN for WebRTC implementations

Contact center

  • Download individual non-voice interaction recordings
  • View agent workforce management schedules on iOS devices
  • Sync workforce management schedules to external calendars with QR codes
  • Pass data between Genesys Cloud and Google Dialogflow
  • Long code support for outbound SMS campaigns
  • Save and dial non-E.164 numbers for external contacts

Platform

  • Desktop applications have a new name

Deprecations

  • Genesys Cloud Ruby SDK deprecation
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September 23, 2020

Contact center

  • Introducing sentiment analysis
  • Enhanced player on interaction detail page
  • Richer customer journey context for agents
  • Business hours scheduling for Predictive Engagement web chats
  • Change history log for Predictive Engagement
  • Configurable default prompts in Genesys Dialog Engine

Integrations

  • IP addresses for emails sent using the custom SMTP server integration

Deprecations

  • Export Media Types and Role real-time columns data into .csv files deprecation
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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
[View details]

August 19, 2020

Contact center

  • Introducing voice transcription
  • View workforce management schedule changes with the audit log viewer
  • Third-party text-to-speech (TTS) engines for bot integrations
  • Configure intent disambiguation in Genesys Dialog Engine
  • Agent toolbar usability improvement

Deprecations

  • Internet Explorer support for Genesys Cloud embedded client deprecation
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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
[View details]

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
[View details]

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 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
[View details]