List of the Genesys Cloud release notes that include the Interaction handling release notes tag.
January 31, 2024
Customer engagement
- Transfer APIs and associated permissions
- Client Credential Flow (CCF) authentication support for SMTP integrations
- Support for multiple external email participants
Data, analytics, and reporting
- Architect Flow Insights toggle for bot and digital bot flows
- Improved accuracy of Irish street names in English native voice transcription
Open platform
- Update agent preferred name via public API
- Asia Pacific satellite region deployment
Self service and automation
- Search for a knowledge base article by ID in Architect
Workforce engagement
- Support for disputed evaluations on gamification metrics scorecards
September 20, 2023
Customer engagement
- Search domain names and email addresses
- Inbound call handling site for BYOC Cloud trunks
- Supported file attachments update in third-party messaging
Data, analytics, and reporting
- Configure rules for any user in a work team
Self service and automation
- Cards and carousels for digital bot conversations
- Expanded knowledge portal availability
Workforce engagement
- WEM activity widget for Genesys Cloud for Embedded Framework
- Architect workflow automated notifications
Deprecations and announcements
- Deprecation: Active Screen Recordings UI
August 30, 2023
Customer engagement
- Conditional group routing as the timeout routing method for preferred agent routing
- Require the WebRTC Media Helper
- Custom music for agent-initiated hold duration
- End interactions automatically when agents logoff
- Improved media handling for outbound message attachments
Data, analytics, and reporting
- Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
- Introducing the Genesys Cloud Analytics Add-on (A3S)
- Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns
Open platform
- Genesys Cloud for Chrome extension update
- Calling party ID in p-asserted identity SIP header
- Yealink headsets support
Self service and automation
- Additional formatting for knowledge workbench v2 articles
- Test digital bot flows in real time
- Intent health in Architect bot flows and digital bot flows
Workforce engagement
- Quality evaluation scores now available as a gamification metric
Deprecations and announcements
- US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
- Arrow Electronics partnership and end of preconfigured edge appliances program
- Deprecation: CX digital agent workspace (digital desktop only)
- Japanese translation of “idle” inconsistency
