metrics
October 6, 2021
Contact center
- Introducing Google Cloud Dialogflow CX integration for call and message flows
- Global slot enhancement in Genesys Dialog Engine Bot Flows
- Filter by queues in My Queues Activity view
- Improved voice transcription accuracy for Spanish language regions
- Messaging file URL change
Platform
- Control agent transfer ability based on division membership
September 22, 2021
Contact center
- Global barge-in configuration in Genesys Dialog Engine Bot Flows
- Alerting column in Performance Dashboards and Queue Activity views
Platform
- Automatically backfill roles with new permissions
- Genesys Customer Care pairing
September 8, 2021
Contact center
- Channel switching in agent interaction UI
- Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
- Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
- Filter interaction transcripts by customer sentiment score and trend in Content Search view
- Audit log viewer for workforce management historical imports
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
June 23, 2021
Contact center
- Introducing predictive routing
- Agent development views for development and feedback modules and coaching appointments
- Voice coaching API for call monitoring
May 12, 2021
Contact center
- Amazon Polly Neural TTS Voices support
- Returned results count from Analytics API endpoint Elasticsearch queries
- Spain Spanish, South African English, and Indian English programs, topics, and phrases support
May 5, 2021
Communicate
- Search for external contacts and organizations on mobile devices
Contact center
- Topic manager and topic spotting support for queues and flows
- Configurable messaging threading timeline
- Export Architect flows in YAML format
- External contacts bulk APIs for notes and relationships
- Journey aggregate query API for non-offered action states
Deprecations
- CIDR IP address range for cloud media services change completed
April 28, 2021
Contact center
- New columns in Interactions view
- Coaching added to WEM Upgrade subscriptions
Deprecations
- Coaching permissions change
- Keyword spotting endpoints deprecation
- CIDR IP address range for cloud media services change
March 17, 2021
Platform
- The Resource Center has a new look
- Command-line interface for Genesys Cloud administration
Contact center
- Scheduled Exports for Performance views
- Adjust waiting interactions priority with Routing Conversations API
March 3, 2021
Contact center
- Content Search view for voice transcripts
- Search interactions for SIP signaling information for all regions
- Route voice interactions based on external contact information
- Record ACD agent consult calls
- Screen recording limit increase
February 17, 2021
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
January 27, 2021
Communicate
- Make and receive WebRTC calls on iPhones
Contact center
- Scheduled Callbacks view usability enhancements
- Export view data advanced options
- Analytics Aggregates API for sentiment analysis on digital interactions
Platform
- Restore deleted OAuth clients
- Set Collaborate chat message retention
January 13, 2021
Communicate
- DID and toll-free number management enhancements
Contact center
- Sentiment analysis for digital interactions
- Voice transcription enhancement in speech and text analytics API
- Undo or redo changes to a workforce management work plan
- Genesys Predictive Engagement rebranding
Deprecations
- Export Media Types and Role real-time columns data into .csv files deprecation
- Limit journey and interaction history for external contacts and organizations to 365 days deprecation
December 16, 2020
Contact center
- Queues Activity Detail view usability improvement
- Performance Dashboards enhancement
- Voice transcription search improvements
- Predictive Engagement integration with Adobe Analytics
- Chat emoji enhancement
- Canned responses editor improvement
Deprecations
- Analytics User Detail Endpoint API query interval change
- Analytics Conversation Detail Endpoint API query interval change
- Limit journey and interaction history for external contacts and organizations to 365 days postponement
December 2, 2020
Communicate
- Genesys Cloud Voice in Austria, Poland, and Portugal
- BYOC Cloud certificate renewal
Contact center
- Granular permissions for scheduling, call routing, and emergencies
- Performance dashboards enhancements
- New columns in agent views
- Journey aggregate query enhancement in Analytics API
November 18, 2020
Contact center
- Agent-owned records for preview campaigns
- Speech and text analytics settings improvement
- Service level calculation enhancement
- Access partial availability time stamp in Analytics API
- Interactions panel improvement
Platform
- Release Notes now include feature subscriptions
October 28, 2020
Contact center
- Introducing workforce management work plan rotations
- Add an interaction to an existing coaching appointment
- Interaction’s detail page improvements
- WEM add-on price reduction
- Routing Used filter and column in Performance views
- Provider filter in Performance views
Deprecations
- Screen recording policy changes for Genesys Cloud 2 users postponement
October 14, 2020
Communicate
- Configure beep tones for line recording
Contact center
- Email Performance view reports
- Analytics Aggregates Endpoint API for sentiment analysis
Integrations
- Introducing the Microsoft Teams integration
Platform
- Disable Collaborate video
Deprecations
- Limit interaction history for external contacts and organizations to 30 days deprecation
- Default word confidence change in speech and text analytics settings
September 23, 2020
Contact center
- Introducing sentiment analysis
- Enhanced player on interaction detail page
- Richer customer journey context for agents
- Business hours scheduling for Predictive Engagement web chats
- Change history log for Predictive Engagement
- Configurable default prompts in Genesys Dialog Engine
Integrations
- IP addresses for emails sent using the custom SMTP server integration
Deprecations
- Export Media Types and Role real-time columns data into .csv files deprecation
September 9, 2020
Communicate
- Force TURN additional IP addresses
Contact center
- Create Architect flows from YAML files
- Build custom PDF reports from Performance views
Deprecations
- Analytics User Detail Endpoint API query interval change
- Analytics Conversation Detail Endpoint API query interval change
- Analytics Conversation Detail Endpoint API maximum record per query change
August 26, 2020
Contact center
- UK English and Australian English voice transcription support
- View an agent’s secondary status in select views
- Contact list filters for messaging campaigns
- Export skill and language group queue metrics in Queues Performance Detail view
Integrations
- Introducing Genesys Cloud for Salesforce SDK
Platform
- The Resource Center has a new name
August 5, 2020
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
July 29, 2020
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
July 15, 2020
Communicate
- DID and toll-free number management enhancements
Contact center
- External Calling dialing mode for outbound campaigns
- Reset Performance views to default settings
- Filter by multiple items in Performance views
- Filter by skills and languages in Skills Performance view
- Launch workflows from the Architect API
- Contact verification and interaction history enhancements for all regions
July 1, 2020
Communicate
- TLS transport protocol for BYOC Cloud trunks
- Force TURN for WebRTC implementations
- Network capture for troubleshooting
Contact center
- Google Dialogflow environments for an Architect flow
- New Date Span options for Metric widgets in Performance Dashboards
- Supervisor actions in Agent Status widget in Performance Dashboards
- Contact verification and interaction history enhancements for additional selected regions
Deprecations
- Long polling for Genesys Cloud clients and network configurations deprecation removal
- Data sync connector deprecation update
- Web services data dip connector deprecation update