Genesys Cloud - Predictive Engagement tag

Contact center

• Content offers on Predictive Engagement single snippet

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Contact center

• Redesigned roster in agent interaction UI
• Performance views for Predictive Engagement action maps, segments, and outcomes
• Set skills and interaction priority in Architect in-queue flows
• Audit log viewer for workforce management time-off requests and shift trades

Integrations

• Delete data actions support

Deprecations

• Architect Get Journey Sessions by Customer action removal

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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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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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