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presence and status
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
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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
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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