Genesys Cloud - calls tag

List of the Genesys Cloud release notes that include the calls release notes tag.
March 15, 2023

Contact Center

  • Topic spotting improvement
  • Extend after call work (ACW) timeout settings to digital channels
  • Agent requested after call work (ACW) option
  • After call work (ACW) analytics for callbacks improvement
  • Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
  • Genesys natural language understanding (NLU) improvements

Integrations

  • Genesys AppFoundry improvements

Deprecations and announcements

  • Static data actions for web service data actions integration
  • Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

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March 8, 2023

Collaborate

  • Set time to return to previous status after users disconnect and reconnect

Communicate

  • US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

  • Introducing Genesys Cloud Background Assistant for screen recording with the web app
  • Introducing regional storage for call recordings
  • SSML support in Genesys Dialog Engine Bot Flows
  • New Search endpoint
  • New variables and improvements for scripts
  • Improved do not contact (DNC) list functionality to support custom values
  • Communicate call classification update

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December 14, 2022

Communicate

  • WebHID technology for Jabra headsets
  • Telephony administrator user interface updates

Contact center

  • Genesys Agent Assist available in Genesys Cloud Embedded Clients
  • Import and export knowledge base articles in additional formats
  • No input timeout settings in Genesys Digital Bot Flows
  • Call digital bot flows from Architect in-queue message flows
  • Sentiment data in Agent Queue Detail and Queue Agent Detail views
  • Topic spotting improvement
  • Japanese programs, topics, and phrases support
  • Usability improvements to messaging and email in the Transcript tab
  • Genesys Cloud forecasting user interface updates

Deprecations and announcements

  • Genesys Cloud SSO certificate expiry
  • CIDR IP address range for cloud media services expansion

View details

December 7, 2022

Communicate

  • Ringtone options for web and desktop apps

Contact center

  • Predictive routing queue impact report
  • Limited details for interactions older than 1.5 years available in all regions
  • Auto search for callbacks and outbound campaign calls in the Profile panel
  • Offset parameter added in recording bulk job API
  • Do Not Contact list endpoints for record removal
  • Genesys Messenger support for Hebrew
  • Tempo icon in Genesys Cloud
  • Workforce management time-off plan accessibility improvements
  • Knowledge workbench V2 accessibility improvements

Deprecations and announcements

  • Microsoft Edge Legacy browser support deprecation

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June 23, 2021

Contact center

  • Introducing predictive routing
  • Agent development views for development and feedback modules and coaching appointments
  • Voice coaching API for call monitoring

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June 9, 2021

Communicate

  • User to User Information (UUI) enhancement for remote stations
  • DTMF support in active calls

Contact center

  • Audit trail improvements in Interaction Details view
  • Improved agent external contacts experience
  • New audio alert for non-voice interactions

Platform

  • Genesys Cloud Command Line (CLI) enhancements

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October 30, 2019

Communicate

  • Genesys Cloud Voice in Norway

Contact center

  • View export data in interactions and interactions detail views
  • Inbound messaging channel routing for WhatsApp
  • Dynamically reference skills in Architect
  • Call history improvements

Integrations

  • mTLS authentication for data actions

Platform

  • New color scheme for Genesys Cloud

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July 11, 2018

Contact center

  • Aggregate detail views
  • Flag problematic calls
  • New HTML editor for email messages

Integrations

  • Premium applications in the AppFoundry
  • Skype for Business integration

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May 16, 2018

Communicate

  • Genesys Cloud Voice in France and the Netherlands
  • Follow-me call forwarding

Contact center

  • Holiday and emergency schedules for routing configuration
  • Create data tables and retrieve data from Architect flows
  • Queues Activity view for agents

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June 21, 2017

Communicate

  • Voicemail messages for group ring

Contact center

  • Configurable transfer timeout in Architect

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October 19, 2016

Collaborate

  • Chat search command

Communicate

  • Dialpad DTMF support

Contact center

  • Queue Activity detail view filters

Integrations

  • SSO support for Microsoft Azure Active Directory Premium edition

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October 23, 2015

Communicate

  • Call forwarding is now available

Collaborate

  • Improvements to chat roster
  • New chat commands
  • Desktop support for native idle handling

Integrations

  • Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
  • Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
  • Updates to the Salesforce Object Routing Connector

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