Genesys Cloud - compliance tag
Account management
- The User Settings page displays the last login date and time
- Regional Genesys location as default directory location
- iRAP protected compliance assessment
Customer engagement
- Allow end-user participants to clear web messaging conversations
Data, analytics and reporting
- Trigger alerts based on the number of agents currently in queue
Self service and automation
- Architect knowledge configuration improvements
- Internal article references as hyperlinks in other knowledge articles
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
- Search Audits APIs deprecation
- Deprecation: Removal of Utilize Load Based permission
Contact center
- Limited PII masking in Performance views and exports
- Access to agent management across divisions
- Manually assign interactions across queues
- Polish programs, topics, and phrases support
Deprecations
- API endpoint change for supported topic spotting dialects
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
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
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
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
Platform
- CCPA compliance
Deprecations
- Predictive Engagement smart tags deprecation removal
Contact center
- Assign evaluations per agent
- Busy audio signal in Architect data actions
- Conversation Detail Records enhancement in Analytics API
Platform
- Client account access updates
- GDPR API enhancement
Platform
- Restrict Genesys Cloud embedding security enhancement
Contact center
- Dynamically referenced queues in Architect
- DNIS-based analytics views
- Export data from DNIS performance views
Platform
- GDPR compliance update
Contact center
- Architect flow authoring enhancements
Integrations
- Genesys Cloud for Firefox extension
Platform
- GDPR compliance
Contact center
- Full view export for Queue Performance views
- Abandon metrics insights
- Automatic email reply configuration in Architect
Platform
- Genesys response to Meltdown and Spectre vulnerability
Contact center
- Import and export scripts between organizations
- Swedish and Danish IVR prompt support in Architect
Platform
- PCI DSS Level 1 compliance for Secure IVR
- Improved view of subscription, billing, and usage information
Contact center
- Scripts with email
Platform
- HIPAA and PCI compliance status in organization settings
- Chat attachment support for HIPAA-compliant organizations
Collaborate
- Simplified user management
Integrations
- SSO support for Ping Identity
Platform
- HIPAA compliance
Communicate
- Recording of external transfers
Contact center
- Campaign rules
Platform
- Removal of credit card numbers from chat interactions
Communicate
- Genesys Cloud Edge Standard V2 LCD
Contact center
- Workforce management training modules
Genesys Cloud Platform
- Removal of credit card numbers from chat messages
Communicate
- Geographical restrictions on inbound toll-free calls