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metrics
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
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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
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Contact center
- View export data in Flow Destinations view
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Contact center
- Service level calculation enhancement
- Apply Predictive Engagement action maps to webpages
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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
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Contact center
- Call flow schedule decision actions in Architect
- API usage view
- Change agent status in agent views
Platform
- US West region deployment
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Contact center
- IVR Flows Destinations view
- Queues Activity view improvements
- Queues Performance menu access update
Deprecations
- Classic Queues views deprecation
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Contact center
- Assign evaluations per agent
- Busy audio signal in Architect data actions
- Conversation Detail Records enhancement in Analytics API
Platform
- Client account access updates
- GDPR API enhancement
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Communicate
- Genesys Cloud Voice in Denmark
- BYOC Cloud rate decrease
Contact center
- Export data from Surveys views
- Data action rule conditions
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Platform
- Introducing Genesys Cloud SCIM
- Guest and agent chat APIs
Contact center
- Google Cloud third-party TTS engine integration
- Export data from IVR flow views
- Web chat deployment and documentation changes
Deprecations
- Internet Explorer 11 support for Genesys Cloud web app deprecation
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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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