Genesys Cloud - External contact management tag

List of the Genesys Cloud release notes that include the External contact management release notes tag.
September 16, 2024

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Workitem query and filter improvements
  • Direct access to interaction details from the Customer Journey tab
  • Enhanced workitems list view with column picker and advanced filtering
  • Web messaging support in the Zurich (EUC2) region

Data, analytics, and reporting

  • Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
  • Real time data update indicators in analytics views
  • View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

  • Enhanced control over agent assistance access
  • Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Open platform

  • Hardware and OS support for CHS Large devices
  • Genesys Cloud Voice number management UI improvements

Workforce engagement

  • Workforce management per minute scheduling granularity

View details

February 14, 2024

Customer engagement

  • Enhanced pacing control in dialing campaigns
  • Co-browse for voice via Messenger
  • Deploy Messenger without web messaging
  • Messenger JavaScript SDK toaster plugin
  • Enhanced external contacts data access control for agents

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Spanish

Self service and automation

  • Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

  • APIs to integrate external learning modules

Deprecations and announcements

  • Deprecation: Adobe data actions integration removal
  • Deprecation: Pointillist Community

View details

June 28, 2023

Contact center

  • Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

  • Deprecation: CX digital agent workspace

View details

April 26, 2023

Contact Center

  • Generative AI to summarize agent digital interactions
  • New workforce management scheduling menu
  • Automatic language detection for digital interactions
  • Show or hide top searched articles in Support Center
  • Bulk changes to knowledge base question and answer articles
  • Copy an existing evaluation or web survey form
  • Customer Journeys tab in the Interactions View
  • Canned responses source code/HTML editor
  • Access to Queue Agent Details View by division membership

Integrations

  • Introduction of OAuth 2.0 for custom SMTP integration

Deprecations and announcements

  • Customer journey tab replacement

View details

April 12, 2023

Contact Center

  • External contacts Profile tab updates
  • Import question and answer FAQs from URLs

View details

March 29, 2023

Communicate

  • Built-in Genesys Cloud WebRTC diagnostics application improvements

Contact Center

  • External contacts Profile tab updates
  • Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
  • Archive and unarchive learning modules

Integrations

  • Automatic regionalization of endpoints for existing Google Cloud TTS and STT  integrations
  • Custom voices support for the Google Cloud Text-to-Speech integration

Deprecations and announcements

  • Static data actions for web service data actions integration removal

View details

March 22, 2023

Communicate

  • Transcription for Communicate voicemails
  • Active speaker indicators

Contact Center

  • Additional voice transcription accuracy improvements for Spanish
  • Approve time-off requests based on agent hire date
  • Evaluation source in evaluation cards
  • Enhanced pagination control in analytics workspace views
  • Queue Performance Summary chart view
  • Metric values in views with duration statistics
  • Transcription for Communicate voicemails
  • Restricted access to details about predictive routing agents
  • Delete a knowledge base

Deprecations and announcements

  • Deprecation of select filters in Analytics API in Predictive Engagement

View details

October 12, 2022

Contact center

  • Single customer view powered by identity resolution available in all regions
  • Introducing Genesys Enhanced Text-to-Speech integration
  • Shift trading on iOS and Android devices
  • Secure bot flows in Architect
  • Audit log viewer for action maps
  • Agent Locale Scripter variable for agent’s chosen language
  • Sentiment feedback, content search, and Interactions view icon updates

View details

October 5, 2022

Contact center

  • Skill expression groups
  • Define ring membership by queue
  • Improved knowledge workbench V2 import and export
  • Agent utilization in improved estimated wait time calculations
  • Platform

    • API Explorer refresh
    • Updated Genesys Knowledge Network

    View details

    September 21, 2022

    Contact center

    • Single customer view powered by identity resolution available in select regions
    • Predictive Engagement outcome value configuration and reporting
    • Extended voice transcription services
    • Agent status widget improvements
    • Web messaging image copy and paste
    • Extend Bot Connecter PostUtterance response timeout

    Platform

    • Process automation triggers

    View details

    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

    View details

    May 5, 2021

    Communicate

    • Search for external contacts and organizations on mobile devices

    Contact center

    • Topic manager and topic spotting support for queues and flows
    • Configurable messaging threading timeline
    • Export Architect flows in YAML format
    • External contacts bulk APIs for notes and relationships
    • Journey aggregate query API for non-offered action states

    Deprecations

    • CIDR IP address range for cloud media services change completed

    View details

    March 10, 2021

    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

    View details

    March 3, 2021

    Contact center

    • Content Search view for voice transcripts
    • Search interactions for SIP signaling information for all regions
    • Route voice interactions based on external contact information
    • Record ACD agent consult calls
    • Screen recording limit increase

    View details

    January 13, 2021

    Communicate

    • DID and toll-free number management enhancements

    Contact center

    • Sentiment analysis for digital interactions
    • Voice transcription enhancement in speech and text analytics API
    • Undo or redo changes to a workforce management work plan
    • Genesys Predictive Engagement rebranding

    Deprecations

    • Export Media Types and Role real-time columns data into .csv files deprecation
    • Limit journey and interaction history for external contacts and organizations to 365 days deprecation

    View details

    December 16, 2020

    Contact center

    • Queues Activity Detail view usability improvement
    • Performance Dashboards enhancement
    • Voice transcription search improvements
    • Predictive Engagement integration with Adobe Analytics
    • Chat emoji enhancement
    • Canned responses editor improvement

    Deprecations

    • Analytics User Detail Endpoint API query interval change
    • Analytics Conversation Detail Endpoint API query interval change
    • Limit journey and interaction history for external contacts and organizations to 365 days postponement

    View details

    October 14, 2020

    Communicate

    • Configure beep tones for line recording

    Contact center

    • Email Performance view reports
    • Analytics Aggregates Endpoint API for sentiment analysis

    Integrations

    • Introducing the Microsoft Teams integration

    Platform

    • Disable Collaborate video

    Deprecations

    • Limit interaction history for external contacts and organizations to 30 days deprecation
    • Default word confidence change in speech and text analytics settings

    View details

    September 30, 2020

    Communicate

    • Geo-Lookup TURN for WebRTC implementations

    Contact center

    • Download individual non-voice interaction recordings
    • View agent workforce management schedules on iOS devices
    • Sync workforce management schedules to external calendars with QR codes
    • Pass data between Genesys Cloud and Google Dialogflow
    • Long code support for outbound SMS campaigns
    • Save and dial non-E.164 numbers for external contacts

    Platform

    • Desktop applications have a new name

    Deprecations

    • Genesys Cloud Ruby SDK deprecation

    View details

    August 12, 2020

    Platform

    • External Contacts Scanning API

    Deprecations

    • Skype for Business integration deprecation

    View details

    July 15, 2020

    Communicate

    • DID and toll-free number management enhancements

    Contact center

    • External Calling dialing mode for outbound campaigns
    • Reset Performance views to default settings
    • Filter by multiple items in Performance views
    • Filter by skills and languages in Skills Performance view
    • Launch workflows from the Architect API
    • Contact verification and interaction history enhancements for all regions

    View details

    July 8, 2020

    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

    View details

    July 1, 2020

    Communicate

    • TLS transport protocol for BYOC Cloud trunks
    • Force TURN for WebRTC implementations
    • Network capture for troubleshooting

    Contact center

    • Google Dialogflow environments for an Architect flow
    • New Date Span options for Metric widgets in Performance Dashboards
    • Supervisor actions in Agent Status widget in Performance Dashboards
    • Contact verification and interaction history enhancements for additional selected regions

    Deprecations

    • Long polling for Genesys Cloud clients and network configurations deprecation removal
    • Data sync connector deprecation update
    • Web services data dip connector deprecation update

    View details