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metrics
Contact center
- IVR flow performance views
- IVR flow metrics in Analytics API
- Architect flow outcome functionality
- Architect menu move
- Workforce management short-term forecasting enhancement
Deprecations
- Classic agents performance views deprecation
- Agent dashboard deprecation
- Outbound campaign: Detailed attempt history report deprecation
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Communicate
- Genesys Cloud Voice in Belgium and Finland
Contact center
- Architect collection values enhancement
- Agent script auto-save
- Service level calculation enhancement
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Communicate
- Genesys Cloud Voice in Sweden
Contact center
- Real-time status columns in agents performance views
- Interaction countdown alert
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Communicate
- Release Link Transfer operation for external trunks
Contact center
- Conversation detail records enhancement in Analytics API
Deprecations
- Social channel management deprecation
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Contact center
- Introducing third-party TTS engine integrations
- Queue Activity Detail view improvements
- New columns and filters in analytics views
- Screen share improvement
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Contact center
- Web-based surveys
- Filter interaction history
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Communicate
- TCP transport protocol for BYOC Cloud trunks
Contact center
- Performance Dashboards
- Queue query enhancement in Analytics API
- Configure multiple ACD messaging integrations per channel
- Change the default country code for phone numbers
- Improved fax support for external contacts
Deprecations
- Genesys Cloud Bridge integrations deprecation FAQs
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Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
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Platform
- Authenticate with single sign-on only
- Developer Center usability enhancements
Communicate
- Genesys Cloud audio management improvements
- Support for basic call controls on commonly used headsets
- Genesys Cloud Edge bandwidth calculator enhancements
Contact center
- Queues activity views improvements
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Contact center
- Dialer Campaign Detailed Attempt History report
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Communicate
- Genesys Cloud Voice rate decrease
Contact center
- My Performance views for agents
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Contact center
- New queues detail views
- Queues view redirects to Queues Performance Summary view
- Activate Queues panel enhancements
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Platform
- Restrict Genesys Cloud embedding security enhancement
Contact center
- Dynamically referenced queues in Architect
- DNIS-based analytics views
- Export data from DNIS performance views
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Contact center
- Outbound SMS on behalf of a queue
- External contact search for messaging channels
- Change agent’s status in Queues Activity Detail view
- View export for Agents Queues Detail view
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Collaborate
- Mobile badge notifications
Communicate
- Improved WebRTC connection times with Trickle ICE
Contact center
- New transfer metrics in the Analytics API
- Historical adherence in the schedule editor
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Contact center
- Improved Queue Observation API metrics in Queues Activity views
- Export data from agents evaluation views
- Export data from Abandon Intervals Metrics view
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Contact center
- IVR dynamically referenced prompts in Architect
- New wrap-up code views
- Export data from wrap-up code views
- Export data from agents summary status views
- In-progress view export improvements
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Platform
- Developer forum announcements
Communicate
- BYOC Cloud trunk support for TGRP and DNIS
- PBX passthrough for BYOC Cloud trunks
Contact center
- New metrics for agent and queue performance views
- Additional handle time metrics in the Analytics API
- New outbound call metrics in the Analytics API
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