Genesys Cloud web-based (WebRTC) phones

December 14, 2022


  • WebHID technology for Jabra headsets
  • Telephony administrator user interface updates

Contact center

  • Genesys Agent Assist available in Genesys Cloud Embedded Clients
  • Import and export knowledge base articles in additional formats
  • No input timeout settings in Genesys Digital Bot Flows
  • Call digital bot flows from Architect in-queue message flows
  • Sentiment data in Agent Queue Detail and Queue Agent Detail views
  • Topic spotting improvement
  • Japanese programs, topics, and phrases support
  • Usability improvements to messaging and email in the Transcript tab
  • Genesys Cloud forecasting user interface updates

Deprecations and announcements

  • Genesys Cloud SSO certificate expiry
  • CIDR IP address range for cloud media services expansion
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April 12, 2017


  • APIs for Architect features


  • Select download location in Windows desktop app


  • Custom dashboard to monitor real-time telephony performance
  • Track Edge operational states

Contact center

  • French language support in Architect
  • Recording download permission
  • Web-based phone settings in Interactions panel


  • SSO support for Google G Suite
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January 25, 2017


  • Web-based phone call controls in third-party applications
  • Web-based phone volume settings

Contact center

  • Email routing to an organization’s domain
  • Architect audio debugging
  • Inline images in emails
  • Agent Metrics and Agent Metrics Export reports
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