metrics

April 19, 2023

Platform

Single sign-on configuration enhancement

Contact Center

Campaign performance views for agents
Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
Add Max No Input task to Architect bot actions
Performance insights view
Filter by evaluation form name

Integrations

Nuance Mix integration support in Australia

[View details]

April 5, 2023

Platform

Automatic inactivity timeout improvement
Maximum voicemail recording length setting

Contact Center

Introducing the Data Actions Performance views
Introducing new Topic tab in agent, queue, and flow summary and detail views
Extended voice transcription services support for Arabic and Hebrew right to left languages
Topics and phrases support for Arabic right to left languages
Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
Data action in rule conditions for digital campaigns
Notification message for conversation disconnect

Deprecations and announcements

Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

[View details]

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

[View details]

March 1, 2023

Contact center

Introducing homescreen configuration for Messenger
Knowledge articles in Messenger
Agent Log-in Log-out report
Status duration data for agents
Analytics workspace improvements
Delayed reaction triggers for process automation

Platform

Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

Mandatory US and Canada SMS/MMS registration
Deprecation of select filters in Analytics API in Predictive Engagement postponement
End of Analytics Conversation Detail Endpoint API query interval change allowlist
CIDR IP address range for cloud media services expansion

[View details]

February 22, 2023

Communicate

Require the WebRTC Media Helper
WebHID technology for Jabra headsets re-enablement

Contact center

Improved interval granularity for a specific time span during performance metrics exports
Improved module scheduling
Scorecard tab improvements in the agent activity view

Deprecations and announcements

journeyCustomer cookie id from GDPR API subjects response deprecation
Customer journey tab replacement
Genesys legacy Dialog Engine deprecation
Knowledge workbench V1 deprecation

[View details]

February 15, 2023

Contact center

Status metrics for multiple queues on Performance Dashboards
Support for capitalization and punctuation in native voice transcription for English transcripts
Improved sentiment analysis for English
Knowledge workbench Dutch language support

Deprecations and announcements

CIDR IP address range for cloud media services expansion postponement
Canned reports deprecation date updates

[View details]

February 1, 2023

Contact center

Participant names and avatars in Genesys Messenger
Sentiment data in Topic Trends views

Platform

Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

Windows 8 and 8.1 support for the desktop app deprecation
Identify Journey SDK method in Predictive Engagement deprecation
API endpoint change for local key settings in recording service

[View details]

January 25, 2023

Collaborate

Control access to the /giphy chat command

Contact center

Callback outcomes metrics
Evaluation Assistance
Evaluation, survey, and assessment form builder enhancements
Additional voice transcription accuracy improvements for Spanish

Platform

Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

[View details]

January 18, 2023

Collaborate

Video setting improvements

Contact center

Introducing the Genesys Cloud EX license
Online Agents count metric and Owned by Me filter for Performance Dashboards
Multiple media type filter support in views and exports

Deprecations and announcements

Identify Journey SDK method in Predictive Engagement deprecation
OS Family attribute in Predictive Engagement
CIDR IP address range for cloud media services expansion

[View details]

December 21, 2022

Contact center

Co-browse for web messaging
Automatic email signatures in canned responses
Enhanced canned responses editor options
Rich media in knowledge base articles
Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

Introducing the Google Cloud Speech-to-Text (STT) integration
Microsoft Teams integration enhancements

Platform

Single sign-on configuration enhancements

Deprecations and announcements

OS Family attribute in Predictive Engagement
Windows 7 support for the desktop app deprecation
Canned reports deprecation date updates
CIDR IP address range for cloud media services expansion postponement

[View details]

December 14, 2022

Communicate

WebHID technology for Jabra headsets
Telephony administrator user interface updates

Contact center

Genesys Agent Assist available in Genesys Cloud Embedded Clients
Import and export knowledge base articles in additional formats
No input timeout settings in Genesys Digital Bot Flows
Call digital bot flows from Architect in-queue message flows
Sentiment data in Agent Queue Detail and Queue Agent Detail views
Topic spotting improvement
Japanese programs, topics, and phrases support
Usability improvements to messaging and email in the Transcript tab
Genesys Cloud forecasting user interface updates

Deprecations and announcements

Genesys Cloud SSO certificate expiry
CIDR IP address range for cloud media services expansion

[View details]

December 7, 2022

Communicate

Ringtone options for web and desktop apps

Contact center

Predictive routing queue impact report
Limited details for interactions older than 1.5 years available in all regions
Auto search for callbacks and outbound campaign calls in the Profile panel
Offset parameter added in recording bulk job API
Do Not Contact list endpoints for record removal
Genesys Messenger support for Hebrew
Tempo icon in Genesys Cloud
Workforce management time-off plan accessibility improvements
Knowledge workbench V2 accessibility improvements

Deprecations and announcements

Microsoft Edge Legacy browser support deprecation

[View details]

November 30, 2022

Contact center

Introducing topic mining
Historical shrinkage data
Filter by topic dialect
Work plan information in agent schedule views
Messenger headless support
Increased email size limit for custom AWS integrations
Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
Microsoft Azure Cognitive Services TTS in Architect secure flows
Email configuration UI updates

[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 21, 2022

Contact center

Single customer view powered by identity resolution available in select regions
Predictive Engagement outcome value configuration and reporting
Extended voice transcription services
Agent status widget improvements
Web messaging image copy and paste
Extend Bot Connecter PostUtterance response timeout

Platform

Process automation triggers

[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]

August 31, 2022

Communicate

Genesys Cloud WebRTC diagnostics app improvements

Contact center

Genesys Digital Bot Flows
SMS message delivery status
Reset agent personal bests in gamification
Genesys Dialog Engine Bot Flows support for Portuguese
Improved voice transcription accuracy for Dutch

Integrations

Cross-region export option for AWS S3 recording bulk actions integration

[View details]

August 24, 2022

Contact center

Introducing knowledge workbench version 2
Optimize the knowledge base
Introducing support center
Knowledge workbench version 2, knowledge optimizer, and support center language search support
Interaction data retention time improvement

[View details]

July 13, 2022

Collaborate

Genesys Cloud video chat setting improvements

Communicate

Introducing BYOC Premises Customer Hardware Solution
Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

Topic trends summary and detail views
Agent ACD skills and language proficiency routing improvement
Improved default program list in speech and text analytics settings
Japanese voice transcription support

Deprecations

Website visitor count API change

[View details]

July 6, 2022

Contact center

Introducing contact center work teams
Predictive routing queue detail report
External metrics for performance scorecards
Topics and sentiment metrics consolidation
Amazon Lex integration in Canada (Central) AWS region

Integrations

SMTP server integration email error notifications to agents

[View details]

June 22, 2022

Contact center

Reset and reassign development and feedback modules
Interaction evaluation form version tracking
Blocked offer views for Predictive Engagement journey action maps
Rich text formatting in bot messages
Interactions UI improvement
Intent miner Spanish language support
Web chat widget support for Google Fonts

Deprecations

Canned reports deprecation
API default profile change for gamification metrics

[View details]

May 25, 2022

Communicate

Use Genesys Cloud desktop app to run WebRTC Media Helper

Contact center

Agentless WhatsApp notifications
Define gamification profile metrics for media type and queue
Assessment data in agent development views
Additional customer information in Queues Activity Detail view

Platform

Developer tools refresh

[View details]

May 18, 2022

Contact center

Introducing AudioHook Monitor
Mandatory US and Canada SMS toll-free number verification
Retrieve estimated wait times for different media types in Architect flows
Use random functions in Architect decision actions
Parity in agent performance views with agent metrics reports
Export and import forecast in user-selected time zone for workforce management
Secure pause recordings when not a conversation participant in Conversations API