Genesys Cloud - External contact management tag

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

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Platform

• External Contacts Scanning API

Deprecations

• Skype for Business integration deprecation

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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

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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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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

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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

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Contact center

• Customize external contacts and organizations
• Status timer for agents
• Upload and preview images with content offers in Predictive Engagement
• Get Journey Outcome action and Get Journey Segment by ID action in Architect

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Communicate

• Advanced microphone settings

Contact center

• Architect Transfer to voicemail enhancements
• Improved external contact search results for web chat

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Contact center

• Web-based surveys
• Filter interaction history

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Communicate

• TCP transport protocol for BYOC Cloud trunks

Contact center

• Performance Dashboards
• Queue query enhancement in Analytics API
• Configure multiple ACD messaging integrations per channel
• Change the default country code for phone numbers
• Improved fax support for external contacts

Deprecations

• Genesys Cloud Bridge integrations deprecation FAQs

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Contact center

• Outbound SMS on behalf of a queue
• External contact search for messaging channels
• Change agent’s status in Queues Activity Detail view
• View export for Agents Queues Detail view

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Platform

• WebRTC Softphone SDK

Communicate

• Media metrics and diagnostic recording enhancements

Contact center

• Increased agent limit in workforce management units
• Workforce management shrinkage percentage intervals
• Status duration in the workforce management real-time adherence view
• Workforce management intraday monitoring enhancements
• Workforce management schedule editor enhancements
• Save filter and column settings in performance views
• Link external contacts to external sites
• Finnish language support

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Communicate

• Introducing BYOC (Bring Your Own Carrier)

Contact center

• Collapse and expand actions in Architect
• Transfer calls to queue permission
• Omnichannel interaction history for external contacts licensing

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Contact center

• Markdown in scripts
• Assign queues when editing a person
• External contact address information in searches

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Communicate

• User to User Information (UUI) support
• Phone provisioning from the cloud

Contact center

• Web chat schedules
• Enhanced support for external contacts in interactions
• Maximum shift start time variance

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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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Platform

• APIs for External Contacts features

Contact center

• Campaign event viewer
• Queues performance detail bar graph
• Pop a URL from the default script

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Contact center

• External Contacts
• Advanced email routing in Architect

Integrations

• Salesforce External Contact Sync integration

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Integrations

• Improvements to Genesys Cloud for Salesforce
• Improvements to Salesforce Object Routing Connector
• Improved styling on several Webhooks widgets

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Collaborate

• Ability to manage external contacts

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