external contacts

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

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

March 28, 2018

Contact center

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

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

November 8, 2017

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

April 26, 2017

Platform

APIs for External Contacts features

Contact center

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

March 29, 2017

Contact center

External Contacts
Advanced email routing in Architect

Integrations

Salesforce External Contact Sync integration

November 13, 2015

Integrations

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

October 30, 2015

Collaborate

Ability to manage external contacts

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