gamification and performance management

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

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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

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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

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

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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

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

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

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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

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

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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

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

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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

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

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

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

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Contact center

• Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

• Website visitor count API change

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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

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

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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

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Contact center

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

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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

Contact center

• Monitor ongoing value of predictive routing
• Sentiment analysis columns in Performance views
• Additional development and feedback modules for agents

Deprecations

• Collaborate call functionality on mobile devices deprecation

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Contact center

• Inbound and outbound file attachment support for third-party messaging and open messaging
• Automatic time zone mapping enhancement for outbound campaigns
• Audit events in Learning and Coaching APIs

Deprecations

• Collaborate call functionality on mobile devices deprecation postponement

View details

Contact center

• Evaluation window UI improvements
• Additional development and feedback modules in Learning API

Platform

• Enforce index search for divisions

View details