Genesys Cloud - presence and status tag

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

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Contact center

• Cards for bot conversations
• Carousels for bot conversations
• Manually assign waiting interactions
• Routing metrics added to Queue Agent Detail and Agents Queues Detail views
• Interactions views fax column and filter
• Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Platform

• Improved user activity indicators
• Genesys Cloud subscription name updates

Deprecations

• API default profile change for gamification metrics postponement

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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

• Call flow schedule decision actions in Architect
• API usage view
• Change agent status in agent views

Platform

• US West region deployment

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Platform

• AWS Direct Connect support

Collaborate

• Voicemail access directly from email notifications
• Out of Office status date range

Communicate

• Edge and Media Tier release notes

Contact center

• Intraday monitoring view

Integrations

• Email interactions support for Genesys Cloud for Salesforce
• Email interactions support for Genesys Cloud for Zendesk
• Email interactions support for Genesys Cloud for Chrome

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Contact center

• Secondary level of user statuses
• Option to force wrap-up on disconnected conversations
• Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports

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Collaborate

• New user statuses
• Increased chat room participant limits

Contact center

• Configurable alerts for interaction statistics

Integrations

• Genesys Cloud for Salesforce Console API logout event

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Collaborate

• New Activity indicators
• Improved “Out of Office” functionality

Integrations

• Initial release of Genesys Cloud for Zendesk

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