List of the Genesys Cloud release notes that include the outbound campaigns and dialer release notes tag.
February 14, 2024

Customer engagement

  • Enhanced pacing control in dialing campaigns
  • Co-browse for voice via Messenger
  • Deploy Messenger without web messaging
  • Messenger JavaScript SDK toaster plugin
  • Enhanced external contacts data access control for agents

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Spanish

Self service and automation

  • Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

  • APIs to integrate external learning modules

Deprecations and announcements

  • Deprecation: Adobe data actions integration removal
  • Deprecation: Pointillist Community

View details

January 17, 2024

Customer engagement

  • Advanced input file pre-processing
  • Additional file format support for contact lists

Open platform

  • Portuguese language support

Self service and automation

  • Historical execution data for Architect bot flows and digital bot flows

Workforce engagement

  • Workforce management navigation menu grouping
  • Staffing requirements and performance metrics in the Schedules screen

Deprecations and announcements

  • Deprecation: Legacy alerting system

View details

October 25, 2023

Customer engagement

  • Add media to an Outbound SMS campaign
  • Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

  • Evaluator value update based on submission
  • Create in-app toast notification alert rule
  • Analytics Performance views accessibility improvements

Workforce engagement

  • Quality evaluation revision enablement for rescores
  • Quality management evaluations assignment
  • View time-off balances from an external HR system on Genesys Tempo
  • Dispute completed quality management evaluations

View details

September 27, 2023

Customer engagement

  • Improved call analysis response performance
  • Bring Your Own (BYO) SMS in Genesys Cloud

Data, analytics, and reporting

  • Out-Of-The-Box (OOTB) process updates
  • Manually add words to the dictionary backend

Self service and automation

  • Knowledge optimizer unanswered queries improvements

Deprecations and announcements

  • Legacy alerting system deprecation postponement

View details

August 9, 2023

Contact center

  • Force stop button in digital campaign management

Integrations

  • Limitation for JSON objects depth in data action service

Platform

  • Trigger inclusion in Genesys Cloud CX 1 license

View details

August 02, 2023

Contact center

  • Updated WhatsApp pricing structure
  • Copy and share interaction transcripts
  • Web messaging inbound custom attribute size limit requests
  • SMS short code number in France
  • Improved workload balancing in predictive routing

Integrations

  • Two score-setting options for ranking waiting interactions

Platform

  • PCI DSS recertification
  • Genesys Cloud WhatsApp Embedded signup self-service onboarding
  • Subscribe to events from the Operational Console

Deprecations and announcements

  • Deprecation: Outbound Search Audits view
  • Mandatory SMS US and Canada registration

View details

June 28, 2023

Contact center

  • Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

  • Deprecation: CX digital agent workspace

View details

May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8×8 integration

    View details

    May 3, 2023

    Communicate

    • Support for MDM browser authentication for Communicate for iOS

    Contact Center

    • Additional voice transcription accuracy for Arabic
    • Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
    • Automatically reschedule time zone skipped contacts

    Platform

    • Identify unused roles and permissions in the Admin UI
    • Display number of interactions routed via non-predictive routing method due to timeout

    Deprecations and announcements

    • BYOC Premises—Customer VM Solution deprecation

    View details

    April 5, 2023

    Platform

    • Automatic inactivity timeout improvement
    • Maximum voicemail recording length setting

    Contact Center

    • Introducing the Data Actions Performance views
    • Introducing new Topic tab in agent, queue, and flow summary and detail views
    • Extended voice transcription services support for Arabic and Hebrew right to left languages
    • Topics and phrases support for Arabic right to left languages
    • Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
    • Data action in rule conditions for digital campaigns
    • Notification message for conversation disconnect

    Deprecations and announcements

    • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

    View details

    March 8, 2023

    Collaborate

    • Set time to return to previous status after users disconnect and reconnect

    Communicate

    • US and Canada numbers available for Genesys Cloud Voice EMEA Regions

    Contact center

    • Introducing Genesys Cloud Background Assistant for screen recording with the web app
    • Introducing regional storage for call recordings
    • SSML support in Genesys Dialog Engine Bot Flows
    • New Search endpoint
    • New variables and improvements for scripts
    • Improved do not contact (DNC) list functionality to support custom values
    • Communicate call classification update

    View details

    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

    View details

    November 2, 2022

    Communicate

    • International number plans as outbound routes changes

    Contact center

    • Introducing Genesys Cloud digital licenses
    • Agentless email notifications
    • Outbound email campaigns
    • Delivery status receipts for outbound email campaigns
    • Manage time zones for outbound email campaigns
    • Increased email size limit for custom SMTP integrations
    • New filters and columns in Content Search view
    • AudioHook billing for active use only
    • Cumulative uploads of external metrics for performance scorecards

    Deprecations and announcements

    • API endpoint change for local key settings in recording service
    • CIDR IP address range for cloud media services expansion

    View details

    September 7, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Queue administration user interface improvements
    • Detected Topics gamification metric
    • Set Content Template action type added to digital rules for outbound digital campaigns

    Platform

    • Google Fonts API usage change for GDPR compliance

    View details

    August 3, 2022

    Contact center

    • Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
    • Custom payload for Google Cloud Dialogflow speech models
    • Analyze predictive routing decisions
    • Dynamic contact list sorting during a running campaign

    Platform

    • Improved phone number validation in Directory profiles

    View details

    July 20, 2022

    Contact center

    • Skill expression groups available in select regions
    • Pre-contact and post-contact rule sets for outbound digital campaigns
    • System Dispositions condition type added to call rules for outbound dialing campaigns
    • Cover art for development and feedback modules
    • Query historical adherence data via GET request for workforce management

    View details

    May 11, 2022

    Communicate

    • Introducing hybrid telephony connections

    Contact center

    • Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
    • Recycle a digital campaign
    • Enhanced customer journey view for Predictive Engagement administrators
    • Shrinkage Reporting API for workforce management
    • Ability to provide feedback to sentiment analysis in French dialects
    • Dutch programs, topics, and phrases support

    Integrations

    • Amazon EventBridge topic for wrap-up codes
    • Amazon EventBridge topics for external contacts and after call work events

    Platform

    • Updated icons in the Genesys Cloud UI

    View details

    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

    View details

    April 27, 2022

    Contact center

    • Authenticated web messaging
    • ”Bring your own keys” for recording encryption
    • SSML support for language capabilities in Genesys Dialog Engine Bot Flows
    • Toll-free number and long code support in NANP for outbound SMS campaigns
    • Map secondary presence statuses to workforce management activity codes
    • Workforce management view adherence permission

    Deprecations

    • Workforce management adherence permission change

    View details

    April 6, 2022

    Communicate

    • Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

    Contact center

    • Inline images in canned responses
    • Ability to disable call analysis and answering machine detection
    • Email, message, and chat transcript enhancements
    • Configure workforce management activities as interruptible for coaching

    Deprecations

    • Workforce management adherence permission change

    View details

    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

    View details

    December 8, 2021

    Contact center

    • Voice interaction coaching and monitoring
    • Data actions as a voice campaign pre-call or post-call rule action
    • Automatic bot responses
    • Assign flow outcome within divisions
    • Sentiment score metric added to Transcripts Aggregate API
    • Polish voice transcription support

    Deprecations

    • Workforce management adherence permission change
    • API endpoint change for supported topic spotting dialects

    View details

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