external contacts


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
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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]

    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]

    June 3, 2020

    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
    [View details]

    April 10, 2019

    Communicate

    • Advanced microphone settings

    Contact center

    • Architect Transfer to voicemail enhancements
    • Improved external contact search results for web chat
    [View details]

    March 20, 2019

    Contact center

    • Web-based surveys
    • Filter interaction history
    [View details]

    March 6, 2019

    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
    [View details]

    December 12, 2018

    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
    [View details]

    June 27, 2018

    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
    [View details]

    April 25, 2018

    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
    [View details]

    March 28, 2018

    Contact center

    • Markdown in scripts
    • Assign queues when editing a person
    • External contact address information in searches
    [View details]

    December 20, 2017

    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
    [View details]