metrics
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
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
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
May 13, 2020
Contact center
- New columns in agent views
- New filters in agent views
- Fax enhancements
Deprecations
- TLS 1.1 protocol deprecation
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
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
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
Deprecations
- ACD routing permissions change
April 1, 2020
Contact center
- Log an agent out of Genesys Cloud from agent views
- Disassociate an agent from a station
- Web chat widget support for accessibility
- Use * and # as terminating characters in Architect call flows
- New fonts and font sizes in ACD email
Platform
- Disable Collaborate chat
- Premium application purchase enhancements
Deprecations
- TLS 1.0 protocol deprecation removal
- ACD routing permissions change postponement
March 18, 2020
Contact center
- Search for columns and filters in Performance views
March 4, 2020
Contact center
- Performance dashboards improvements
- Performance dashboards public option
- Filter for users by group in agents summary views
- Export view selected columns and order
- Configure utilization settings per agent or by organization
Deprecations
- Contact center view in Performance menu deprecation
February 19, 2020
Contact center
- Short code support for SMS messages
Platform
- New monitoring metric in Analytics API
Deprecations
- ACD routing permissions change
- WFM forecasting After Call Work and Average Talk Time deprecation
- TLS 1.0 protocol for data actions deprecation
- iOS Supervisor chat deprecation removal
February 12, 2020
Contact center
- Agentless SMS notifications
- SMS number purchase for countries that require supporting documentation
- Exclude IP addresses in Predictive Engagement web tracking
- New wrap-up code columns in agent interactions views
- Interactions views improvement
- Export view custom participant attributes
- Export view data locale setting
Integrations
- Azure Active Directory for Genesys Cloud SCIM
- Generic single sign-on provider
January 29, 2020
Contact center
- Predictive Engagement predictive engagement event pricing
- Genesys Cloud views usability enhancements
- Group voicemail flow outcome statistics in Flows Performance Summary view
- Bulk activate multiple agents for a queue in Queues Agents Detail view
- Export view data time value improvement
January 15, 2020
Contact center
- Predictive Engagement tracking in Single Page Applications
- Wallboard accounts to view Performance dashboards
- Genesys Cloud Voice support for outbound dialing modes in EMEA
December 18, 2019
Contact center
- Predictive Engagement webhooks
- Export view group data metrics enhancement
- Improved evaluation scoring results
Platform
- OAuth scopes for applications
- Agent Details enhancement in Analytics API
Deprecations
- iOS Supervisor chat deprecation
- WebRTC signaling deprecation update
November 27, 2019
Contact center
- View export data in Flow Destinations view
November 13, 2019
Contact center
- Service level calculation enhancement
- Apply Predictive Engagement action maps to webpages
October 30, 2019
Communicate
- Genesys Cloud Voice in Norway
Contact center
- View export data in interactions and interactions detail views
- Inbound messaging channel routing for WhatsApp
- Dynamically reference skills in Architect
- Call history improvements
Integrations
- mTLS authentication for data actions
Platform
- New color scheme for Genesys Cloud