Genesys Cloud - interactions tag

List of the Genesys Cloud release notes that include the interactions release notes tag.
July 12, 2023

Contact center

  • Architect user interface refresh
  • Configure new conditional group routing method
  • Touchpoint variations for knowledge workbench articles

Platform

  • Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

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June 28, 2023

Contact center

  • Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

  • Deprecation: CX digital agent workspace

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June 21, 2023

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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May 24, 2023

Communicate

  • Message Waiting Indicator improvements

Contact Center

  • Improved voice transcription accuracy for English language regions
  • Gamification metrics creation workflow improvements
  • Enhance predictive routing accuracy with participant data
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Integrations

  • Support for JSON format output in trigger notifications
  • Trigger creation support for user activity topic

Deprecations and announcements

  • JourneyCustomer cookie ID from GDPR API subjects response deprecation
  • LiveNow permission change

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May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8×8 integration

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    March 22, 2023

    Communicate

    • Transcription for Communicate voicemails
    • Active speaker indicators

    Contact Center

    • Additional voice transcription accuracy improvements for Spanish
    • Approve time-off requests based on agent hire date
    • Evaluation source in evaluation cards
    • Enhanced pagination control in analytics workspace views
    • Queue Performance Summary chart view
    • Metric values in views with duration statistics
    • Transcription for Communicate voicemails
    • Restricted access to details about predictive routing agents
    • Delete a knowledge base

    Deprecations and announcements

    • Deprecation of select filters in Analytics API in Predictive Engagement

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    March 8, 2023

    Collaborate

    • Set time to return to previous status after users disconnect and reconnect

    Communicate

    • US and Canada numbers available for Genesys Cloud Voice EMEA Regions

    Contact center

    • Introducing Genesys Cloud Background Assistant for screen recording with the web app
    • Introducing regional storage for call recordings
    • SSML support in Genesys Dialog Engine Bot Flows
    • New Search endpoint
    • New variables and improvements for scripts
    • Improved do not contact (DNC) list functionality to support custom values
    • Communicate call classification update

    View details

    November 16, 2022

    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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    October 12, 2022

    Contact center

    • Single customer view powered by identity resolution available in all regions
    • Introducing Genesys Enhanced Text-to-Speech integration
    • Shift trading on iOS and Android devices
    • Secure bot flows in Architect
    • Audit log viewer for action maps
    • Agent Locale Scripter variable for agent’s chosen language
    • Sentiment feedback, content search, and Interactions view icon updates

    View details

    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

    View details

    September 28, 2022

    Contact center

    • Cards for bot conversations
    • Carousels for bot conversations
    • Manually assign waiting interactions
    • Routing metrics added to Queue Agent Detail and Agents Queues Detail views
    • Interactions views fax column and filter
    • Microsoft Azure Cognitive Services text-to-speech (TTS) integration

    Platform

    • Improved user activity indicators
    • Genesys Cloud subscription name updates

    Deprecations

    • API default profile change for gamification metrics postponement

    View details

    September 14, 2022

    Collaborate

    • Video chat participant notifications

    Contact center

    • Introducing the Knowledge Performance dashboard
    • My Interactions view for agents
    • Genesys Messenger conversation auto-start
    • Audience size estimator for action maps in Predictive Engagement
    • Test regular expression slot types before implementation
    • Nuance Mix integration in Architect secure flows
    • Amazon Lex V2 bots in Architect secure flows
    • Google Cloud Dialogflow CX bots in Architect secure flows
    • Nuance TTS integration in Architect secure flows
    • Genesys Enhanced TTS in Architect secure flows
    • 988 Suicide Hotline number plan available with Genesys Cloud Voice
    • Genesys Messenger support for Portuguese
    • Intent miner French language support

    View details

    February 16, 2022

    Contact center

    • Workforce management adherence reporting usability enhancements
    • Not Responding filter and columns in Interactions views

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    February 2, 2022

    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

    View details

    August 18, 2021

    Contact center

    • Introducing knowledge workbench
    • Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
    • External tag filter for interactions in Performance views
    • Filter digital interactions by media type in Content Search view
    • Access workforce management in forecasting historical data via API

    Platform

    • Proof Key for Code Exchange grant for OAuth 2 authorization

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    June 9, 2021

    Communicate

    • User to User Information (UUI) enhancement for remote stations
    • DTMF support in active calls

    Contact center

    • Audit trail improvements in Interaction Details view
    • Improved agent external contacts experience
    • New audio alert for non-voice interactions

    Platform

    • Genesys Cloud Command Line (CLI) enhancements

    View details

    July 22, 2020

    Contact center

    • Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
    • Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
    • Genesys Dialog Engine pricing
    • Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
    • Last-used queue for outbound interactions

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    July 24, 2019

    Contact center

    • Network connectivity alerts in interactions
    • Language agnostic voicemail transfer in Architect

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    May 1, 2019

    Contact center

    • Interactions panel view improvements
    • Agent script window improvements

    View details

    April 17, 2019

    Communicate

    • Genesys Cloud Voice in Sweden

    Contact center

    • Real-time status columns in agents performance views
    • Interaction countdown alert

    View details

    March 20, 2019

    Contact center

    • Web-based surveys
    • Filter interaction history

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    February 1, 2017

    Platform

    • Admin UI relaunch

    Contact center

    • ACD support for chats in client integrations
    • Genesys Cloud for Salesforce and Omni-Channel status sync
    • ACD routing of third-party chat and email interactions
    • Queues Performance summary and detail views
    • IVR prompt support for ordinal numbers
    • Italian language support in Architect

    View details

    October 5, 2016

    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

    View details

    June 29, 2016

    Collaborate

    • Improvements to Documents dashboard

    Communicate

    • Support for Polycom VVX 101 and 201 phones

    Contact center

    • Utilization option for non-ACD calls
    • Change to the way that Genesys Cloud ACD assigns agents to interactions

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    June 8, 2016

    Genesys Cloud Platform

    • Help panel

    Engage

    • Queue activation permission
    • Custom interaction details for web chats
    • Agent alias for web chats

    View details