content management

Customer engagement

• Conditional group routing as the timeout routing method for preferred agent routing
• Require the WebRTC Media Helper
• Custom music for agent-initiated hold duration
• End interactions automatically when agents logoff
• Improved media handling for outbound message attachments

Data, analytics, and reporting

• Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
• Introducing the Genesys Cloud Analytics Add-on (A3S)
• Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

• Genesys Cloud for Chrome extension update
• Calling party ID in p-asserted identity SIP header
• Yealink headsets support

Self service and automation

• Additional formatting for knowledge workbench v2 articles
• Test digital bot flows in real time
• Intent health in Architect bot flows and digital bot flows

Workforce engagement

• Quality evaluation scores now available as a gamification metric

Deprecations and announcements

• US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
• Arrow Electronics partnership and end of preconfigured edge appliances program
• Deprecation: CX digital agent workspace (digital desktop only)
• Japanese translation of “idle” inconsistency

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Contact Center

• Historical adherence and shrinkage view updates for teams
• Route email to multiple destinations
• Improved analytics email data with CC/BCC details

Deprecations and announcements

• Search Audits view deprecation
• Search Audits APIs deprecation

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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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Collaborate

• Additional search features in Documents
• Group sharing of documents
• Workspace descriptions in Documents

Communicate

• FENT remote deployment model

Contact center

• Custom date range for reports

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Platform

• Genesys Cloud Partner Directory

Communicate

• Faxing from Documents

Contact center

• New Queues Activity views

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Collaborate

• Improvements to Documents dashboard

Communicate

• Support for Polycom VVX 101 and 201 phones

Contact center

• Utilization option for non-ACD calls
• Change to the way that Genesys Cloud ACD assigns agents to interactions

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Collaborate

• Delete files from chat
• Add custom and structured attributes to documents

Contact center

• Transfer to voicemail added to Architect
• Load-based schedule generation
• Short-term forecasting
• Campaign rules for outbound dialing

Integrations

• Genesys Cloud for Salesforce enhancements
• Genesys Cloud for Zendesk enhancements

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Communicate

• Inbound OneNumber Fax

Collaborate

• Ability to share documents with external parties via a simple link
• Ability to configure security profiles for document access

Integrations

• Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
• Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
• Updates to the Zendesk Screen Pop Connector

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