List of the Genesys Cloud release notes that include the gamification and performance management release notes tag.
March 25, 2024

Employee productivity

  • Conversation summarization with Genesys Agent Assist for Voice
  • Agent dashboard email component update

Open platform

  • Audit Viewer alternate search parameters support

Workforce engagement

  • Inbound and outbound filter for gamification metrics

Deprecations and announcements

  • Deprecation postponement: Active screen recordings UI

View details

September 20, 2023

Customer engagement

  • Search domain names and email addresses
  • Inbound call handling site for BYOC Cloud trunks
  • Supported file attachments update in third-party messaging

Data, analytics, and reporting

  • Configure rules for any user in a work team

Self service and automation

  • Cards and carousels for digital bot conversations
  • Expanded knowledge portal availability

Workforce engagement

  • WEM activity widget for Genesys Cloud for Embedded Framework
  • Architect workflow automated notifications

Deprecations and announcements

  • Deprecation: Active Screen Recordings UI

View details

September 13, 2023

Customer engagement

  • Open messaging typing indicators

Data, analytics, and reporting

  • Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

  • Architect workflow trigger automation
  • Introducing Genesys Cloud CX Accelerators

Self service and automation

  • Support center name change
  • Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
  • Introducing the Architect Optimizations dashboard
  • Architect flow outcomes and milestones user interface updates

Workforce engagement

  • Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

  • Deprecation: Canned reports
  • View details

    September 6, 2023

    Customer engagement

    • Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
    • Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
    • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

    Data, analytics, and reporting

    • WebRTC Media Helper in Analytics

    Self service and automation

    • Architect zoom enhancement and legacy user interface toggle removal

    Workforce engagement

    • WEM activity views in Genesys Cloud for Salesforce embedded client
    • Telephony administrator user interface updates

    Deprecations and announcements

    • Search Audits APIs deprecation postponement

    View details

    August 30, 2023

    Customer engagement

    • Conditional group routing as the timeout routing method for preferred agent routing
    • Require the WebRTC Media Helper
    • Custom music for agent-initiated hold duration
    • End interactions automatically when agents logoff
    • Improved media handling for outbound message attachments

    Data, analytics, and reporting

    • Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
    • Introducing the Genesys Cloud Analytics Add-on (A3S)
    • Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

    Open platform

    • Genesys Cloud for Chrome extension update
    • Calling party ID in p-asserted identity SIP header
    • Yealink headsets support

    Self service and automation

    • Additional formatting for knowledge workbench v2 articles
    • Test digital bot flows in real time
    • Intent health in Architect bot flows and digital bot flows

    Workforce engagement

    • Quality evaluation scores now available as a gamification metric

    Deprecations and announcements

    • US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
    • Arrow Electronics partnership and end of preconfigured edge appliances program
    • Deprecation: CX digital agent workspace (digital desktop only)
    • Japanese translation of “idle” inconsistency

    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

    February 22, 2023

    Communicate

    • Require the WebRTC Media Helper
    • WebHID technology for Jabra headsets re-enablement

    Contact center

    • Improved interval granularity for a specific time span during performance metrics exports
    • Improved module scheduling
    • Scorecard tab improvements in the agent activity view

    Deprecations and announcements

    • journeyCustomer cookie id from GDPR API subjects response deprecation
    • Customer journey tab replacement
    • Genesys legacy Dialog Engine deprecation
    • Knowledge workbench V1 deprecation

    View details

    November 2, 2022

    Communicate

    • International number plans as outbound routes changes

    Contact center

    • Introducing Genesys Cloud digital licenses
    • Agentless email notifications
    • Outbound email campaigns
    • Delivery status receipts for outbound email campaigns
    • Manage time zones for outbound email campaigns
    • Increased email size limit for custom SMTP integrations
    • New filters and columns in Content Search view
    • AudioHook billing for active use only
    • Cumulative uploads of external metrics for performance scorecards

    Deprecations and announcements

    • API endpoint change for local key settings in recording service
    • CIDR IP address range for cloud media services expansion

    View details

    September 7, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Queue administration user interface improvements
    • Detected Topics gamification metric
    • Set Content Template action type added to digital rules for outbound digital campaigns

    Platform

    • Google Fonts API usage change for GDPR compliance

    View details

    August 31, 2022

    Communicate

    • Genesys Cloud WebRTC diagnostics app improvements

    Contact center

    • Genesys Digital Bot Flows
    • SMS message delivery status
    • Reset agent personal bests in gamification
    • Genesys Dialog Engine Bot Flows support for Portuguese
    • Improved voice transcription accuracy for Dutch

    Integrations

    • Cross-region export option for AWS S3 recording bulk actions integration

    View details

    August 10, 2022

    Contact center

    • Copy a development and feedback module
    • Genesys Beyond module enhancements
    • Configure setting to reduce latency of transcripts sent through Notifications API
    • Messenger Transport Mobile SDK
    • Use self-managed AWS Key Management Service for conversation data encryption

    Platform

    • South America (São Paulo) region deployment

    Deprecations

    • Microsoft Edge Legacy browser support deprecation
    • Website visitor count API change

    View details

    July 20, 2022

    Contact center

    • Skill expression groups available in select regions
    • Pre-contact and post-contact rule sets for outbound digital campaigns
    • System Dispositions condition type added to call rules for outbound dialing campaigns
    • Cover art for development and feedback modules
    • Query historical adherence data via GET request for workforce management

    View details

    July 6, 2022

    Contact center

    • Introducing contact center work teams
    • Predictive routing queue detail report
    • External metrics for performance scorecards
    • Topics and sentiment metrics consolidation
    • Amazon Lex integration in Canada (Central) AWS region

    Integrations

    • SMTP server integration email error notifications to agents

    View details

    June 29, 2022

    Platform

    • Automatically log out inactive users

    Communicate

    • Introducing Global Media Fabric
    • LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
    • New Poly CCX supported phones

    Contact center

    • Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
    • Improved module assignment workflow
    • Adjust wrap-up codes and notes using the API

    View details

    June 22, 2022

    Contact center

    • Reset and reassign development and feedback modules
    • Interaction evaluation form version tracking
    • Blocked offer views for Predictive Engagement journey action maps
    • Rich text formatting in bot messages
    • Interactions UI improvement
    • Intent miner Spanish language support
    • Web chat widget support for Google Fonts

    Deprecations

    • Canned reports deprecation
    • API default profile change for gamification metrics

    View details

    June 15, 2022

    Contact center

    • Improved wait time for call recording download and playback
    • Prioritize order of performance and development information in Agent activity view
    • Amazon Lex integration in Asia Pacific (Tokyo) AWS region

    Deprecations

    • Bridge integrations deprecation
    • Website visitor count API change

    View details

    May 25, 2022

    Communicate

    • Use Genesys Cloud desktop app to run WebRTC Media Helper

    Contact center

    • Agentless WhatsApp notifications
    • Define gamification profile metrics for media type and queue
    • Assessment data in agent development views
    • Additional customer information in Queues Activity Detail view

    Platform

    • Developer tools refresh

    View details

    April 13, 2022

    Contact center

    • Additional learning and coaching permissions for supervisor and administrator roles

    Deprecations

    • Website visitor count API change

    View details

    April 6, 2022

    Communicate

    • Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

    Contact center

    • Inline images in canned responses
    • Ability to disable call analysis and answering machine detection
    • Email, message, and chat transcript enhancements
    • Configure workforce management activities as interruptible for coaching

    Deprecations

    • Workforce management adherence permission change

    View details

    March 30, 2022

    Contact center

    • Predictive routing for email interactions
    • Predictive routing for message interactions
    • Coaching UI improvements
    • Coaching and learning by division access
    • Architect Flush Audio action
    • Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
    • Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

    Platform

    • The Developer Center has a new look
    • Introducing Developer Center Notifications Monitor

    Deprecations

    • Deprecation of workforce management time off requests for non-consecutive days

    View details

    January 26, 2022

    Collaborate

    • Collaborate chat improvement

    Communicate

    • Customize caller ID information with prioritized caller selection

    Contact center

    • Create workforce management schedules without a forecast
    • Workforce management schedule validation error severity enhancement
    • Simplified recording and quality policy configuration
    • Evaluation summary in agent activity view

    Integrations

    • Automatic log out of single sign-on provider

    View details

    December 1, 2021

    Contact center

    • Quick replies for WhatsApp messaging
    • Custom gamification profiles
    • Workforce Engagement Management add on subscription expansion of functionality and billing change

    View details

    November 17, 2021

    Contact center

    • Time-off enhancements for workforce management
    • Ensemble model and Theta method for workforce management automatic best method forecasting
    • Additional columns and filter in Queues Performance views
    • Additional recording and evaluation filters and columns in Interactions view
    • Development Aggregate API for development and feedback modules
    • Additional French sentiment analysis support
    • Screen recording download permission

    View details