metrics

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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

[View details]

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

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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

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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

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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

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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

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June 24, 2020

Contact center

Contact verification and interaction history enhancements for selected regions
Add Workforce Engagement Management to subscriptions
Template messages for agents using WhatsApp
Increased limit for Agent Performance views filters
Digital flow outcome functionality in Architect and Analytics API
Assign Google Dialogflow bot events for non-responsive callers
Barge-in functionality for Google Dialogflow enabled by default

Integrations

Introducing Adobe data actions integration
Introducing Adobe Experience Platform integration for profile lookup

Deprecations

Screen recording, evaluations, and surveys permissions change

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June 10, 2020

Communicate

Genesys Cloud Voice in London

Contact center

New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
New filters in Skills and DNIS views
New columns in Interactions view
New filters in Interactions view

Platform

New dimensions and metric in Analytics API
Use a single grant type across regions for secure authentication
Journey JavaScript SDK enhancement for refined tracking and segmentation
Journey JavaScript SDK enhancement for web actions

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May 13, 2020

Contact center

New columns in agent views
New filters in agent views
Fax enhancements

Deprecations

TLS 1.1 protocol deprecation

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May 6, 2020

Contact center

Introducing improved workforce management features for all regions
New inbound media columns and filters in Performance views

Deprecations

WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
Screen recording, evaluations, and surveys permissions change

Platform

Genesys Cloud training moves to Genesys Beyond

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April 29, 2020

Platform

New AWS region deployments
Refresh tokens for secure authentication

Communicate

Genesys Cloud Voice availability for new AWS region
BYOC Cloud availability for new AWS regions

Contact center

Introducing improved workforce management features for selected regions
Improved ACD messaging for Facebook Messenger
Inbound MMS support for SMS messages
Interrupt a Google Dialogflow agent in an Architect flow

Integrations

SMTP server integration for outbound emails

Deprecations

WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
Contact center dashboard in Performance Overview menu deprecation removal

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April 8, 2020

Contact center

Introducing Architect workflows and Architect flow actions for Predictive Engagement
Salesforce lead creation and campaign association with Predictive Engagement
Add digital channels to subscriptions
Reset an agent’s routing score after presence changes
Scheduled Callbacks view permissions change