data actions


February 17, 2021

Communicate

  • Make and receive WebRTC calls on Android devices

Contact center

  • Search interactions for SIP signaling information for selected regions
  • Agent evaluation comment indicator
  • Call recording playback and transcription synchronization
  • Voice transcription support for BYOC Premises
  • Frequency capping on Predictive Engagement web action offers

Integrations

  • AWS Lambda data actions integration enhancement

Deprecations

  • Predictive Engagement webhooks deprecation
  • Journey history data retention period change
[View details]

August 5, 2020

Contact center

  • Limit on number of exported entities in aggregate Performance views

Integrations

  • Introducing Google data actions integration

Platform

  • View organization configuration changes with audit log viewer
[View details]

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
[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]

May 13, 2020

Contact center

  • New columns in agent views
  • New filters in agent views
  • Fax enhancements

Deprecations

  • TLS 1.1 protocol deprecation
[View details]

April 1, 2020

Contact center

  • Log an agent out of Genesys Cloud from agent views
  • Disassociate an agent from a station
  • Web chat widget support for accessibility
  • Use * and # as terminating characters in Architect call flows
  • New fonts and font sizes in ACD email

Platform

  • Disable Collaborate chat
  • Premium application purchase enhancements

Deprecations

  • TLS 1.0 protocol deprecation removal
  • ACD routing permissions change postponement
[View details]

November 6, 2019

Contact center

  • Chat flow and chatbot support for web chat widget and Predictive Engagement
  • Allowed domains for web chat
  • Dynamically reference groups in Architect
  • Dynamically reference user by email in Architect
  • Export time value format option
  • Add or copy activities to agent schedules
  • Email inline images
  • Email forwarding

Integrations

  • IP addresses for outbound data action traffic
[View details]

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
[View details]

October 3, 2018

Contact center

  • Export data from skills performance views

Integrations

  • AWS Lambda data actions integration
[View details]

April 18, 2018

Communicate

  • Genesys Cloud Voice in Ireland

Contact center

  • Finnish IVR support in Architect

Integrations

  • Import and export data actions for integrations
[View details]

December 13, 2017

Platform

  • Sample of enhanced Genesys Cloud invoice

Communicate

  • Persistent connection for WebRTC phones

Contact center

  • Queues performance summary row
  • Configure failed transfer audio within transfer actions

Integrations

  • Credential types and authentication flows for web services data actions integration
[View details]

November 15, 2017

Platform

  • Genesys Cloud invoice enhancements

Contact center

  • Alert notifications deleted after 30 days

Integrations

  • Zendesk data actions integration
[View details]

October 25, 2017

Contact center

  • Architect bypass audio sequence support for call flows
  • Workforce management short-term forecasting enhancements
  • Workforce management supported media types

Integrations

  • Microsoft Dynamics 365 data actions integration
  • Support for Active Directory Connector custom attributes
[View details]

October 18, 2017

Platform

  • Free seating organization setting

Communicate

  • USB-based Edge pairing
  • Support for China-specific encryption certificates in Edge pairing process

Contact center

  • Enhanced user selection in report editor
  • Interactions view enhancements

Integrations

  • Genesys Cloud data actions integration
[View details]

September 20, 2017

Contact center

  • Secure call flows in Architect
  • Architect Exit and Next Loop actions for all call flow types
  • Automatic email responses
  • Substitutions for canned responses
  • Bulk addition of queues to agents
  • Callbacks in reports and alerts
  • Workforce management schedule administration enhancements
  • Workforce management export enhancements

Integrations

  • Custom client applications integration
  • Web services data actions integration
[View details]

August 9, 2017

Contact center

  • Data actions in agent scripts

Integrations

  • Routing Salesforce emails through Genesys Cloud for Salesforce
[View details]

June 28, 2017

Contact center

  • Screen share for voice interactions
  • Call Data Action for call flows in Architect

Integrations

  • Call data actions for Salesforce data actions
[View details]