Predictive Engagement


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
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December 11, 2019

Contact center

  • Predictive Engagement content offers
  • Email message threads

Deprecations

  • Bridge integrations deprecation postponement
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November 13, 2019

Contact center

  • Service level calculation enhancement
  • Apply Predictive Engagement action maps to webpages
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November 6, 2019

Contact center

  • Chat flow and chatbot support for web chat widget and Predictive Engagement
  • Allowed domains for web chat
  • Dynamically reference groups in Architect
  • Dynamically reference user by email in Architect
  • Export time value format option
  • Add or copy activities to agent schedules
  • Email inline images
  • Email forwarding

Integrations

  • IP addresses for outbound data action traffic
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October 16, 2019

Platform

  • CCPA compliance

Deprecations

  • Predictive Engagement smart tags deprecation removal
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June 5, 2019

Communicate

  • Genesys Cloud Voice in Spain and Switzerland

Contact center

  • Introducing Predictive Engagement
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