interactions


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
[View details]

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
    [View details]

    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
    [View details]

    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
    [View details]

    July 24, 2019

    Contact center

    • Network connectivity alerts in interactions
    • Language agnostic voicemail transfer in Architect
    [View details]

    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
    [View details]

    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
    [View details]

    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]

    March 2, 2016

    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
    [View details]