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email interactions
Contact center
- Predictive routing for email interactions
- Predictive routing for message interactions
- Coaching UI improvements
- Coaching and learning by division access
- Architect Flush Audio action
- Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
- Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish
Platform
- The Developer Center has a new look
- Introducing Developer Center Notifications Monitor
Deprecations
- Deprecation of workforce management time off requests for non-consecutive days
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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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Contact center
- ACD email message threading limit change
- Contact verification and interaction history enhancements for additional selected regions
Integrations
- Single sign-on integration enhancement
Platform
- Journey JavaScript SDK enhancement for refined tracking and segmentation
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Contact center
- New columns in agent views
- New filters in agent views
- Fax enhancements
Deprecations
- TLS 1.1 protocol deprecation
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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
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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
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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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Contact center
- Improved support for external contacts in email interactions
Integrations
- Screen share and co-browse support for Genesys Cloud for Salesforce
- Screen share and co-browse support for Genesys Cloud for Zendesk
- Screen share and co-browse support for Genesys Cloud for Chrome
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Collaborate
Contact center
- Outbound email on behalf of a queue
Integrations
- Genesys Cloud for CIC co-browse feature
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Platform
Contact center
- ACD support for chats in client integrations
- Genesys Cloud for Salesforce and Omni-Channel status sync
- ACD routing of third-party chat and email interactions
- Queues Performance summary and detail views
- IVR prompt support for ordinal numbers
- Italian language support in Architect
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Communicate
- Web-based phone call controls in third-party applications
- Web-based phone volume settings
Contact center
- Email routing to an organization’s domain
- Architect audio debugging
- Inline images in emails
- Agent Metrics and Agent Metrics Export reports
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Contact center
- Response management
- Email routing
- French and German IVR prompt files and runtime playback support in Architect
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