identity and access management

Contact center

• Extended voice transcription services support for additional English dialects and German Switzerland
• Improved native voice transcription accuracy for specific English dialects
• Trigger Process Automation from any Evaluation State Change
• Assign a permission to grant a role to a user by division

Deprecations and announcements

• Deprecation of legacy Dialog Engine postponement

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Contact center

• Limited PII masking in Performance views and exports
• Access to agent management across divisions
• Manually assign interactions across queues
• Polish programs, topics, and phrases support

Deprecations

• API endpoint change for supported topic spotting dialects

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Contact center

• Access control enhancement for call recording segments

Deprecations

• Workforce management adherence permission change

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Contact center

• Voice interaction coaching and monitoring
• Data actions as a voice campaign pre-call or post-call rule action
• Automatic bot responses
• Assign flow outcome within divisions
• Sentiment score metric added to Transcripts Aggregate API
• Polish voice transcription support

Deprecations

• Workforce management adherence permission change
• API endpoint change for supported topic spotting dialects

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Contact center

• Introducing Google Cloud Dialogflow CX integration for call and message flows
• Global slot enhancement in Genesys Dialog Engine Bot Flows
• Filter by queues in My Queues Activity view
• Improved voice transcription accuracy for Spanish language regions
• Messaging file URL change

Platform

• Control agent transfer ability based on division membership

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Contact center

• Global barge-in configuration in Genesys Dialog Engine Bot Flows
• Alerting column in Performance Dashboards and Queue Activity views

Platform

• Automatically backfill roles with new permissions
• Genesys Customer Care pairing

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Collaborate

• Content management file sharing URL change

Communicate

• SRV record support for TLS for BYOC Cloud trunks

Contact center

• Assign Google Dialogflow bot events for canceled interactions
• France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
• Email reply enhancement

Platform

• Cape Town Africa satellite region deployment
• Assign schedules, schedule groups, and call routing objects within divisions
• Standardized client SDK logging and configuration

Deprecations

• API endpoint change for supported topic spotting dialects

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Communicate

• Conversation header support for BYOC Cloud trunks
• DID number port increase for Genesys Cloud Voice

Contact center

• Update ACD and language skills on an interaction in a queue with Routing API

Platform

• Assign data tables within divisions

Deprecations

• Max Calls replacement for BYOC Cloud trunks

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Contact center

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

Platform

• Enforce index search for divisions

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Communicate

• Custom SIP response code for maximum call setting in trunk configurations

Contact center

• New queue configuration tabs
• Manually assign waiting interactions in a queue

Integrations

• Okta for Genesys Cloud SCIM

Deprecations

• Coaching permissions change
• CIDR IP address range for cloud media service change

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Contact center

• Agentless SMS notifications
• SMS number purchase for countries that require supporting documentation
• Exclude IP addresses in Predictive Engagement web tracking
• New wrap-up code columns in agent interactions views
• Interactions views improvement
• Export view custom participant attributes
• Export view data locale setting

Integrations

• Azure Active Directory for Genesys Cloud SCIM
• Generic single sign-on provider

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Communicate

• New Genesys and Polycom supported phones and firmware

Contact center

• Data tables enhancements

Integrations

• AWS S3 recording bulk actions integration
• OneLogin for Genesys Cloud SCIM

Platform

• Bulk export recordings in Recordings API

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Contact center

• Assign evaluations per agent
• Busy audio signal in Architect data actions
• Conversation Detail Records enhancement in Analytics API

Platform

• Client account access updates
• GDPR API enhancement

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Platform

• Access control for all regions
• Assign roles to a group

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Platform

• Introducing access control for select regions

Communicate

• Genesys Cloud Voice in Germany

Contact center

• Message delivery status notifications

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Platform

• Group support for authorized organizations
• Introducing the Genesys Cloud Product Ideas Lab

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Platform

• APIs for Architect features

Collaborate

• Select download location in Windows desktop app

Communicate

• 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

Integrations

• SSO support for Google G Suite

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Platform

• Admin UI
• Genesys Cloud community

Communicate

• Order management for number ports

Contact center

• Permissions required to manage and assign roles

Integrations

• Genesys Cloud for Chrome

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Platform

• Developer Forum
• Developer Center code samples and tutorials for API calls
• SDKs for JavaScript, Python, Ruby, and C#

Communicate

• Bulk import for phone configurations

Contact center

• Permissions for Dashboard, Queues, and Agents views
• Support for HTML formatting in responses and ACD emails
• Secure pause button
• Dutch and European Spanish language support in Architect
• Third-party call list cleansing service
• No-answer timeout campaign setting
• Real-time schedule adherence
• Maximum number of agents per management unit

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Platform

• New password reset requirement

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Platform

• Changes to default password requirements

Communicate

• Telephony trunk configuration enhancements
• Change to trunk number format
• Additional AudioCodes support

Integrations

• Genesys Cloud for Salesforce enhancements
• Genesys Cloud for Zendesk enhancements
• Bridge Server enhancements

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