groups

October 5, 2022

Contact center

Skill expression groups

Define ring membership by queue

Improved knowledge workbench V2 import and export

Agent utilization in improved estimated wait time calculations

Platform

API Explorer refresh
Updated Genesys Knowledge Network

May 4, 2022

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

July 26, 2017

Platform

APIs for schedule management and IVR configuration
New invoice system

Collaborate

Hunt groups

Contact center

Historical schedule adherence
Keep campaign running option

October 26, 2016

Collaborate

Personal group favorites

Communicate

Ability to rename inbox recordings

Contact center

Dialpad for agent interactions

March 2, 2016

Platform

New support workflow for Genesys Cloud Pro+ organizations

Collaborate

New UI for profile setup
Ability to open video chats in pop-out window

Contact center and Communicate

Group ring
Ability to copy interactions through the Agent UI

Integrations

Single Sign On support for Okta
Single Sign On support for SFDC
Improvements to Genesys Cloud for Salesforce
Salesforce Data Dip Connector is now available in East Asia (Japan) region
Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
Web Services Data Dip Connector is now available in East Asia (Japan) region
Zendesk Data Dip Connector is now available in East Asia (Japan) region