metrics

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

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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

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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

Platform

Enable automatic capture of console logs for troubleshooting

Deprecations

Agent interaction UI collapse/expand control removal

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May 4, 2022

Contact center

Workforce management agent schedule enhancements
Expanded inbound MMS support for SMS messages
Outbound MMS support for SMS messages
DNC.com integration for Do Not Contact lists enhancements
Performance report for queues with predictive routing
Ability to remove PII from voicemail and fax notifications

Integrations

Amazon EventBridge topics for conversation and flow metrics

Platform

API usage report
CX as Code support for Architect flows
Genesys Cloud fair use policy documentation improvement

Deprecations

Deprecation of workforce management time-off requests for non-consecutive days

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April 20, 2022

Contact center

Filter interaction transcripts by detected topics in Content Search view
Audit log viewer for workforce management time-off limits and time-off plans

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March 23, 2022

Contact center

Introducing analytics workspace
Average Hold Handled and ACW Handled columns in Performance views
Improved customer sentiment scoring
Workforce management import service enhancement
Configurable Messenger position for web messaging
Web messaging delivery status notifications
Campaign and campaign sequence schedule improvements

Platform

US East 2 (Ohio) region deployment

Deprecations

Agent interaction UI collapse/expand control removal

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March 9, 2022

Contact center

Introducing Architect built-in voicemail flow
Flow milestone views and flow outcomes and performance view updates
Scheduled Callbacks view improvements
Expanded workforce management audit log details
View the creation date and time of a schedule or forecast
Inspirational quotes replacement

Integrations

Maximum instances per organization for Amazon EventBridge integration

Deprecations

Horizontal script panel in agent interaction UI removal
Workforce management adherence permission change

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February 23, 2022

Platform

Genesys Cloud offer packaging and pricing changes
BYOC Cloud pricing model changes
Fair use voice transcription pricing changes

Contact center

Agent-owned callback requests and Scheduled Callbacks view
Skill matching for predictive routing
Dutch and Korean voice transcription view and search support

Deprecations

Architect Get Journey Sessions by customer action removal

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February 16, 2022

Contact center

Workforce management adherence reporting usability enhancements
Not Responding filter and columns in Interactions views

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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

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January 19, 2022

Contact center

Redesigned roster in agent interaction UI
Performance views for Predictive Engagement action maps, segments, and outcomes
Set skills and interaction priority in Architect in-queue flows
Audit log viewer for workforce management time-off requests and shift trades

Integrations

Delete data actions support

Deprecations

Architect Get Journey Sessions by Customer action removal

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December 15, 2021

Communicate

Telephony terminology changes

Contact center

Send custom attributes with web messages
Agentless Notification API enhancement for SMS and open messaging
Analytics Detail Events for the EventBridge integration
Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

CX as Code

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November 17, 2021

Contact center

Time-off enhancements for workforce management
Ensemble model and Theta method for workforce management automatic best method forecasting
Additional columns and filter in Queues Performance views
Additional recording and evaluation filters and columns in Interactions view
Development Aggregate API for development and feedback modules
Additional French sentiment analysis support
Screen recording download permission

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November 10, 2021

Contact center

Bot Performance views
Routing detail columns in Performance views
Open messaging API enhancements

Integrations

Add non-E.164 number to Other Phone field for collaboration integrations

Deprecations

Recording Service API metadata endpoint annotation deprecation

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November 3, 2021

Contact center

Monitor ongoing value of predictive routing
Sentiment analysis columns in Performance views
Additional development and feedback modules for agents

Deprecations

Collaborate call functionality on mobile devices deprecation

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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

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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

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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

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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

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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

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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

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