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interactions
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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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
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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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Contact center
- Network connectivity alerts in interactions
- Language agnostic voicemail transfer in Architect
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Contact center
- Interactions panel view improvements
- Agent script window improvements
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Communicate
- Genesys Cloud Voice in Sweden
Contact center
- Real-time status columns in agents performance views
- Interaction countdown alert
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Contact center
- Web-based surveys
- Filter interaction history
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Platform
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
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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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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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Genesys Cloud Platform
Engage
- Queue activation permission
- Custom interaction details for web chats
- Agent alias for web chats
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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
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