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fax
Contact center
- Workforce management agent schedule enhancements
- Expanded inbound MMS support for SMS messages
- Outbound MMS support for SMS messages
- DNC.com integration for Do Not Contact lists enhancements
- Performance report for queues with predictive routing
- Ability to remove PII from voicemail and fax notifications
Integrations
- Amazon EventBridge topics for conversation and flow metrics
Platform
- API usage report
- CX as Code support for Architect flows
- Genesys Cloud fair use policy documentation improvement
Deprecations
- Deprecation of workforce management time-off requests for non-consecutive days
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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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Platform
- Genesys Cloud Partner Directory
Communicate
Contact center
- New Queues Activity views
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Communicate
Contact center
- Auto answer feature and persistence connection option
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Communicate
- Ability to download user recordings
- Locate previously sent faxes by phone number
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Communicate
Collaborate
- Ability to share documents with external parties via a simple link
- Ability to configure security profiles for document access
Integrations
- Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
- Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
- Updates to the Zendesk Screen Pop Connector
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