Contact center

• Force stop button in digital campaign management

Integrations

• Limitation for JSON objects depth in data action service

Platform

• Trigger inclusion in Genesys Cloud CX 1 license

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Contact center

• Authenticated web messaging for verified users
• Auto answer for digital interactions on queues

Deprecations and announcements

• LiveNow permission change
• CIDR IP address range for cloud media services expansion

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Platform

• Automatic inactivity timeout improvement
• Maximum voicemail recording length setting

Contact Center

• Introducing the Data Actions Performance views
• Introducing new Topic tab in agent, queue, and flow summary and detail views
• Extended voice transcription services support for Arabic and Hebrew right to left languages
• Topics and phrases support for Arabic right to left languages
• Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
• Data action in rule conditions for digital campaigns
• Notification message for conversation disconnect

Deprecations and announcements

• Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

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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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Contact Center

• Topic spotting improvement
• Extend after call work (ACW) timeout settings to digital channels
• Agent requested after call work (ACW) option
• After call work (ACW) analytics for callbacks improvement
• Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
• Genesys natural language understanding (NLU) improvements

Integrations

• Genesys AppFoundry improvements

Deprecations and announcements

• Static data actions for web service data actions integration
• Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

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Communicate

• Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

• Genesys Agent Assist in agent workspaces
• Delayed arrival notifications to supervisors in Genesys Tempo™
• Coaching appointment configuration improvement
• Improved voice transcription accuracy for Spanish
• Limited details for interactions older than 1.5 years available in select regions

Platform

• IP addresses for data actions integrations automatically allowed

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Contact center

• Korean programs, topics, and phrases support

Integrations

• Use trigger endpoint with Google Cloud Function data actions

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Contact center

• Redesigned roster in agent interaction UI
• Performance views for Predictive Engagement action maps, segments, and outcomes
• Set skills and interaction priority in Architect in-queue flows
• Audit log viewer for workforce management time-off requests and shift trades

Integrations

• Delete data actions support

Deprecations

• Architect Get Journey Sessions by Customer action removal

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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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Communicate

• Make and receive WebRTC calls on Android devices

Contact center

• Search interactions for SIP signaling information for selected regions
• Agent evaluation comment indicator
• Call recording playback and transcription synchronization
• Voice transcription support for BYOC Premises
• Frequency capping on Predictive Engagement web action offers

Integrations

• AWS Lambda data actions integration enhancement

Deprecations

• Predictive Engagement webhooks deprecation
• Journey history data retention period change

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Contact center

• Limit on number of exported entities in aggregate Performance views

Integrations

• Introducing Google data actions integration

Platform

• View organization configuration changes with audit log viewer

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Communicate

• Port DID number management enhancement for Genesys Cloud Voice

Contact center

• View agent workforce management schedules on Android devices
• Google Dialogflow integration in Architect chat and messaging flows
• Digital flow support for Flow Performance views
• New filters for Flow Performance views
• Performance Dashboards enhancement

Deprecations

• TLS 1.1 protocol deprecation removal

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Contact center

• Contact verification and interaction history enhancements for selected regions
• Add Workforce Engagement Management to subscriptions
• Template messages for agents using WhatsApp
• Increased limit for Agent Performance views filters
• Digital flow outcome functionality in Architect and Analytics API
• Assign Google Dialogflow bot events for non-responsive callers
• Barge-in functionality for Google Dialogflow enabled by default

Integrations

• Introducing Adobe data actions integration
• Introducing Adobe Experience Platform integration for profile lookup

Deprecations

• Screen recording, evaluations, and surveys permissions change

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Contact center

• New columns in agent views
• New filters in agent views
• Fax enhancements

Deprecations

• TLS 1.1 protocol deprecation

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Contact center

• Log an agent out of Genesys Cloud from agent views
• Disassociate an agent from a station
• Web chat widget support for accessibility
• Use * and # as terminating characters in Architect call flows
• New fonts and font sizes in ACD email

Platform

• Disable Collaborate chat
• Premium application purchase enhancements

Deprecations

• TLS 1.0 protocol deprecation removal
• ACD routing permissions change postponement

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Contact center

• Chat flow and chatbot support for web chat widget and Predictive Engagement
• Allowed domains for web chat
• Dynamically reference groups in Architect
• Dynamically reference user by email in Architect
• Export time value format option
• Add or copy activities to agent schedules
• Email inline images
• Email forwarding

Integrations

• IP addresses for outbound data action traffic

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Communicate

• Genesys Cloud Voice in Norway

Contact center

• View export data in interactions and interactions detail views
• Inbound messaging channel routing for WhatsApp
• Dynamically reference skills in Architect
• Call history improvements

Integrations

• mTLS authentication for data actions

Platform

• New color scheme for Genesys Cloud

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Contact center

• Export data from skills performance views

Integrations

• AWS Lambda data actions integration

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Communicate

• Genesys Cloud Voice in Ireland

Contact center

• Finnish IVR support in Architect

Integrations

• Import and export data actions for integrations

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Platform

• Sample of enhanced Genesys Cloud invoice

Communicate

• Persistent connection for WebRTC phones

Contact center

• Queues performance summary row
• Configure failed transfer audio within transfer actions

Integrations

• Credential types and authentication flows for web services data actions integration

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Platform

• Genesys Cloud invoice enhancements

Contact center

• Alert notifications deleted after 30 days

Integrations

• Zendesk data actions integration

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Contact center

• Architect bypass audio sequence support for call flows
• Workforce management short-term forecasting enhancements
• Workforce management supported media types

Integrations

• Microsoft Dynamics 365 data actions integration
• Support for Active Directory Connector custom attributes

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Platform

• Free seating organization setting

Communicate

• USB-based Edge pairing
• Support for China-specific encryption certificates in Edge pairing process

Contact center

• Enhanced user selection in report editor
• Interactions view enhancements

Integrations

• Genesys Cloud data actions integration

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Contact center

• Secure call flows in Architect
• Architect Exit and Next Loop actions for all call flow types
• Automatic email responses
• Substitutions for canned responses
• Bulk addition of queues to agents
• Callbacks in reports and alerts
• Workforce management schedule administration enhancements
• Workforce management export enhancements

Integrations

• Custom client applications integration
• Web services data actions integration

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