mobile apps


March 1, 2023

Contact center

  • Introducing homescreen configuration for Messenger
  • Knowledge articles in Messenger
  • Agent Log-in Log-out report
  • Status duration data for agents
  • Analytics workspace improvements
  • Delayed reaction triggers for process automation

Platform

  • Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

  • Mandatory US and Canada SMS/MMS registration
  • Deprecation of select filters in Analytics API in Predictive Engagement postponement
  • End of Analytics Conversation Detail Endpoint API query interval change allowlist
  • CIDR IP address range for cloud media services expansion
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December 7, 2022

Communicate

  • Ringtone options for web and desktop apps

Contact center

  • Predictive routing queue impact report
  • Limited details for interactions older than 1.5 years available in all regions
  • Auto search for callbacks and outbound campaign calls in the Profile panel
  • Offset parameter added in recording bulk job API
  • Do Not Contact list endpoints for record removal
  • Genesys Messenger support for Hebrew
  • Tempo icon in Genesys Cloud
  • Workforce management time-off plan accessibility improvements
  • Knowledge workbench V2 accessibility improvements

Deprecations and announcements

  • Microsoft Edge Legacy browser support deprecation
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November 16, 2022

Communicate

  • Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

  • Genesys Agent Assist in agent workspaces
  • Delayed arrival notifications to supervisors in Genesys Tempo™
  • Coaching appointment configuration improvement
  • Improved voice transcription accuracy for Spanish
  • Limited details for interactions older than 1.5 years available in select regions

Platform

  • IP addresses for data actions integrations automatically allowed
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November 9, 2022

Contact center

  • 988 Suicide Hotline number plan available for all organizations
  • Analyze feedback from the knowledge optimizer
  • Google Cloud Dialogflow CX Resell integration in Architect secure flows
  • Genesys Tempo™ employee access settings
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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 27, 2021

Communicate

  • BYOC Cloud TLS X.509 certificate renewal

Contact center

  • Acoustic analysis information for voice interactions in the Details tab
  • Ability to provide feedback to sentiment analysis
  • Audience size estimator for action maps in Predictive Engagement

Deprecations

  • Max Calls replacement for BYOC Cloud trunks
  • Collaborate call functionality on mobile devices deprecation postponement
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October 13, 2021

Contact center

  • Inbound and outbound file attachment support for third-party messaging and open messaging
  • Automatic time zone mapping enhancement for outbound campaigns
  • Audit events in Learning and Coaching APIs

Deprecations

  • Collaborate call functionality on mobile devices deprecation postponement
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August 11, 2021

Communicate

  • Call history enhancements to mobile devices

Contact center

  • Introducing web messaging
  • Introducing Genesys Bot Connector
  • Expiration date for DNC lists
  • Improved accessibility for ACD voice interactions

Platform

  • Developer Blueprints for custom integrations

Deprecations

  • Quality Management Audit API change
  • Journey Reporting Service decommission
[View details]

July 14, 2021

Collaborate

  • Video chat enhancements

Contact center

  • Introducing open messaging
  • Gamification leaderboard scope and reporting intervals customization
  • Enhanced agent workforce management schedule views in Genesys Tempo mobile application

Integrations

  • Introducing the Zoom Meetings integration
  • Salesforce Omni-Channel chat routing in Genesys Cloud

Deprecations

  • Collaborate call functionality on mobile devices deprecation
  • Journey JavaScript SDK specific mappable customer traits deprecation postponement
[View details]

May 5, 2021

Communicate

  • Search for external contacts and organizations on mobile devices

Contact center

  • Topic manager and topic spotting support for queues and flows
  • Configurable messaging threading timeline
  • Export Architect flows in YAML format
  • External contacts bulk APIs for notes and relationships
  • Journey aggregate query API for non-offered action states

Deprecations

  • CIDR IP address range for cloud media services change completed
[View details]

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
[View details]

February 10, 2021

Communicate

  • BYOC Cloud custom SIP headers for improved carrier interoperability
  • Extended maintenance window for cloud-based Edge updates

Contact center

  • Introducing programs, topics, and phrases for speech and text analytics
  • US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
  • Coaching appointment scheduling with workforce management
  • Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

  • Introducing the Zoom Phone integration

Deprecations

  • Replace call with voice in Sentiment Aggregates API change
[View details]

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
[View details]

September 30, 2020

Communicate

  • Geo-Lookup TURN for WebRTC implementations

Contact center

  • Download individual non-voice interaction recordings
  • View agent workforce management schedules on iOS devices
  • Sync workforce management schedules to external calendars with QR codes
  • Pass data between Genesys Cloud and Google Dialogflow
  • Long code support for outbound SMS campaigns
  • Save and dial non-E.164 numbers for external contacts

Platform

  • Desktop applications have a new name

Deprecations

  • Genesys Cloud Ruby SDK deprecation
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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
[View details]

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
[View details]

September 11, 2019

Contact center

  • SMS number purchase update

Platform

  • iOS SDK
[View details]

December 5, 2018

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
[View details]