Predictive Engagement


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 28, 2021

Contact center

  • Interaction details and transcript UI improvements
  • Subscribe to transcripts through Notifications API
  • Journey aggregate query API for non-offered action states enhancement

Platform

  • Audit log viewer enhancement
  • Developer Guides

Deprecations

  • Skype for Business integration deprecation
  • Recording Service API metadata endpoint annotation deprecation
  • Journey JavaScript SDK specific mappable customer traits deprecation
  • Journey Reporting Service decommission postponement
[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]

June 30, 2021

Communicate

  • Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

  • Use Architect prompts in Google Dialogflow bots

Platform

  • Virtual Desktop Infrastructure

Deprecations

  • Journey Reporting Service decommission
  • Genesys Cloud Ruby SDK deprecation
[View details]

June 16, 2021

Communicate

  • WebRTC Media Helper for VDI environment

Contact center

  • Introducing Architect common module flows
  • Permission to activate and deactivate queue membership
  • New custom actions and usability improvements for script designers
  • Caller ID and caller name specification on Callback API
  • Bring Your Own Technology (BYOT) billing changes

Deprecations

  • Facebook Messenger HUMAN_AGENT message tag deprecation
  • Predictive Engagement outcome limitation change
  • Topics and programs audit events name change
[View details]

May 26, 2021

Contact center

  • Introducing Architect flow outcome milestones
  • View bot flow utterance history
  • Enhancements to workforce management forecasts

Deprecations

  • Incoming non-voice interaction alert ringtone change
  • Reduced data retention period for journey history change
[View details]

May 19, 2021

Contact center

  • Add external links for coaching appointments
  • View participant data attributes in the interaction detail page
  • Audit log viewer for workforce management schedules and work plans

Deprecations

  • Journey JavaScript SDK specific mappable customer traits deprecation
  • Predictive Engagement webhooks deprecation
  • Reduced data retention period for journey history postponement
  • Predictive Engagement outcome limitation change 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]

April 21, 2021

Contact center

  • Introducing development and feedback modules for agents
  • Gamification start date selection
  • Transcripts Aggregate API for detected topics
  • Transcript search API enhancements

Integrations

  • Multiple certificates for single sign-on providers

Deprecations

  • Predictive Engagement outcome limitation change
  • CIDR IP address range for cloud media services change
[View details]

February 24, 2021

Contact center

  • Introducing Architect Dialog Engine bot flows
  • Introducing performance management and gamification
  • Track agent attrition
  • View historical data within workforce management best method forecasts
  • Introducing historical data import for workforce management best method forecasting
  • New Adobe Experience Platform Launch extension for Predictive Engagement

Deprecations

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

January 13, 2021

Communicate

  • DID and toll-free number management enhancements

Contact center

  • Sentiment analysis for digital interactions
  • Voice transcription enhancement in speech and text analytics API
  • Undo or redo changes to a workforce management work plan
  • Genesys Predictive Engagement rebranding

Deprecations

  • Export Media Types and Role real-time columns data into .csv files deprecation
  • Limit journey and interaction history for external contacts and organizations to 365 days deprecation
[View details]

December 16, 2020

Contact center

  • Queues Activity Detail view usability improvement
  • Performance Dashboards enhancement
  • Voice transcription search improvements
  • Predictive Engagement integration with Adobe Analytics
  • Chat emoji enhancement
  • Canned responses editor improvement

Deprecations

  • Analytics User Detail Endpoint API query interval change
  • Analytics Conversation Detail Endpoint API query interval change
  • Limit journey and interaction history for external contacts and organizations to 365 days postponement
[View details]

December 2, 2020

Communicate

  • Genesys Cloud Voice in Austria, Poland, and Portugal
  • BYOC Cloud certificate renewal

Contact center

  • Granular permissions for scheduling, call routing, and emergencies
  • Performance dashboards enhancements
  • New columns in agent views
  • Journey aggregate query enhancement in Analytics API
[View details]

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
[View details]

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
[View details]

July 8, 2020

Contact center

  • ACD email message threading limit change
  • Contact verification and interaction history enhancements for additional selected regions

Integrations

  • Single sign-on integration enhancement

Platform

  • Journey JavaScript SDK enhancement for refined tracking and segmentation
[View details]

June 17, 2020

Contact center

  • Introducing Nuance Text-to-Speech integration
  • Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
  • Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
  • Get Journey Sessions by Customer action and Get Journey Session action in Architect

Deprecations

  • Screen recording, evaluations, and surveys permissions change postponement
[View details]

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
[View details]

June 3, 2020

Contact center

  • Customize external contacts and organizations
  • Status timer for agents
  • Upload and preview images with content offers in Predictive Engagement
  • Get Journey Outcome action and Get Journey Segment by ID action in Architect
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]