Genesys Cloud - gamification and performance management tag
List of the Genesys Cloud release notes that include the gamification and performance management release notes tag.
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
April 13, 2022
Contact center
- Additional learning and coaching permissions for supervisor and administrator roles
Deprecations
- Website visitor count API change
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
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
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
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
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
November 3, 2021
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
October 13, 2021
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
August 4, 2021
Contact center
- Evaluation window UI improvements
- Additional development and feedback modules in Learning API
Platform
- Enforce index search for divisions
July 14, 2021
Collaborate
- Video chat enhancements
Contact center
- Introducing open messaging
- Gamification leaderboard scope and reporting intervals customization
- Enhanced agent workforce management schedule views in Genesys Tempo mobile application
Integrations
- Introducing the Zoom Meetings integration
- Salesforce Omni-Channel chat routing in Genesys Cloud
Deprecations
- Collaborate call functionality on mobile devices deprecation
- Journey JavaScript SDK specific mappable customer traits deprecation postponement
June 23, 2021
Contact center
- Introducing predictive routing
- Agent development views for development and feedback modules and coaching appointments
- Voice coaching API for call monitoring
May 19, 2021
Contact center
- Add external links for coaching appointments
- View participant data attributes in the interaction detail page
- Audit log viewer for workforce management schedules and work plans
Deprecations
- Journey JavaScript SDK specific mappable customer traits deprecation
- Predictive Engagement webhooks deprecation
- Reduced data retention period for journey history postponement
- Predictive Engagement outcome limitation change postponement
April 21, 2021
Contact center
- Introducing development and feedback modules for agents
- Gamification start date selection
- Transcripts Aggregate API for detected topics
- Transcript search API enhancements
Integrations
- Multiple certificates for single sign-on providers
Deprecations
- Predictive Engagement outcome limitation change
- CIDR IP address range for cloud media services change
