Genesys Cloud - quality management tag

List of the Genesys Cloud release notes that include the quality management release notes tag.
October 25, 2023

Customer engagement

  • Add media to an Outbound SMS campaign
  • Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

  • Evaluator value update based on submission
  • Create in-app toast notification alert rule
  • Analytics Performance views accessibility improvements

Workforce engagement

  • Quality evaluation revision enablement for rescores
  • Quality management evaluations assignment
  • View time-off balances from an external HR system on Genesys Tempo
  • Dispute completed quality management evaluations

View details

September 20, 2023

Customer engagement

  • Search domain names and email addresses
  • Inbound call handling site for BYOC Cloud trunks
  • Supported file attachments update in third-party messaging

Data, analytics, and reporting

  • Configure rules for any user in a work team

Self service and automation

  • Cards and carousels for digital bot conversations
  • Expanded knowledge portal availability

Workforce engagement

  • WEM activity widget for Genesys Cloud for Embedded Framework
  • Architect workflow automated notifications

Deprecations and announcements

  • Deprecation: Active Screen Recordings UI

View details

July 19, 2023

Communicate

  • Polycom Zero Touch Provisioning
  • Specify a Canadian address as a remote emergency address

Contact center

  • Collaborate chat quick access for recent chat messages
  • Real-time Interactions data export

Integrations

  • Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

  • Suppress call recordings during IVR flow and in-queue segments

View details

July 5, 2023

Contact center

  • Extended voice transcription services support for additional English dialects and German Switzerland
  • Improved native voice transcription accuracy for specific English dialects
  • Trigger Process Automation from any Evaluation State Change
  • Assign a permission to grant a role to a user by division

Deprecations and announcements

  • Deprecation of legacy Dialog Engine postponement

View details

June 28, 2023

Contact center

  • Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

  • Deprecation: CX digital agent workspace

View details

June 14, 2023

Communicate

  • BYOC Cloud TLS X.509 certificate renewal

Contact center

  • Drill down to dashboard performance views
  • Real time alerting based on agent’s after call work duration
  • Improved dashboard create and edit options
  • Show or hide top viewed articles in Support Center
  • Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

  • Resource Center improvements
  • Telephony Extensions now support Divisions

Deprecations and announcements

  • Legacy alerting system deprecation
  • External Contact directory pages external organization logo removal

View details

June 7, 2023

Collaborate

  • Support for MDM browser authentication for Collaborate for iOS

Contact center

  • Workforce management time-off requests user interface improvements
  • Improvements to playback screen recordings
  • Workforce management and HR Integration System (HRIS) integration
  • Modify the default whisper tone in Architect
  • Real-time alerting for waiting interactions
  • Introducing improved alerting

Integrations

  • Client information in the embedded clients interaction window

Deprecations and announcements

  • Journey customer service deprecation

View details

May 31, 2023

Contact Center

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

  • Knowledge workbench V1 deprecation
  • Genesys Dialog Engine deprecation postponement
  • Mandatory US and Canada SMS/MMS registration

View details

April 26, 2023

Contact Center

  • Generative AI to summarize agent digital interactions
  • New workforce management scheduling menu
  • Automatic language detection for digital interactions
  • Show or hide top searched articles in Support Center
  • Bulk changes to knowledge base question and answer articles
  • Copy an existing evaluation or web survey form
  • Customer Journeys tab in the Interactions View
  • Canned responses source code/HTML editor
  • Access to Queue Agent Details View by division membership

Integrations

  • Introduction of OAuth 2.0 for custom SMTP integration

Deprecations and announcements

  • Customer journey tab replacement

View details

April 5, 2023

Platform

  • Automatic inactivity timeout improvement
  • Maximum voicemail recording length setting

Contact Center

  • Introducing the Data Actions Performance views
  • Introducing new Topic tab in agent, queue, and flow summary and detail views
  • Extended voice transcription services support for Arabic and Hebrew right to left languages
  • Topics and phrases support for Arabic right to left languages
  • Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
  • Data action in rule conditions for digital campaigns
  • Notification message for conversation disconnect

Deprecations and announcements

  • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

View details

March 22, 2023

Communicate

  • Transcription for Communicate voicemails
  • Active speaker indicators

Contact Center

  • Additional voice transcription accuracy improvements for Spanish
  • Approve time-off requests based on agent hire date
  • Evaluation source in evaluation cards
  • Enhanced pagination control in analytics workspace views
  • Queue Performance Summary chart view
  • Metric values in views with duration statistics
  • Transcription for Communicate voicemails
  • Restricted access to details about predictive routing agents
  • Delete a knowledge base

Deprecations and announcements

  • Deprecation of select filters in Analytics API in Predictive Engagement

View details

February 1, 2023

Contact center

  • Participant names and avatars in Genesys Messenger
  • Sentiment data in Topic Trends views

Platform

  • Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

  • Windows 8 and 8.1 support for the desktop app deprecation
  • Identify Journey SDK method in Predictive Engagement deprecation
  • API endpoint change for local key settings in recording service

View details

January 25, 2023

Collaborate

  • Control access to the /giphy chat command

Contact center

  • Callback outcomes metrics
  • Evaluation Assistance
  • Evaluation, survey, and assessment form builder enhancements
  • Additional voice transcription accuracy improvements for Spanish

Platform

  • Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

  • Deprecation of select filters in Analytics API in Predictive Engagement

View details

December 7, 2022

Communicate

  • Ringtone options for web and desktop apps

Contact center

  • Predictive routing queue impact report
  • Limited details for interactions older than 1.5 years available in all regions
  • Auto search for callbacks and outbound campaign calls in the Profile panel
  • Offset parameter added in recording bulk job API
  • Do Not Contact list endpoints for record removal
  • Genesys Messenger support for Hebrew
  • Tempo icon in Genesys Cloud
  • Workforce management time-off plan accessibility improvements
  • Knowledge workbench V2 accessibility improvements

Deprecations and announcements

  • Microsoft Edge Legacy browser support deprecation

View details

November 30, 2022

Contact center

  • Introducing topic mining
  • Historical shrinkage data
  • Filter by topic dialect
  • Work plan information in agent schedule views
  • Messenger headless support
  • Increased email size limit for custom AWS integrations
  • Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
  • Microsoft Azure Cognitive Services TTS in Architect secure flows
  • Email configuration UI updates

View details

November 16, 2022

Communicate

  • Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

  • Genesys Agent Assist in agent workspaces
  • Delayed arrival notifications to supervisors in Genesys Tempo™
  • Coaching appointment configuration improvement
  • Improved voice transcription accuracy for Spanish
  • Limited details for interactions older than 1.5 years available in select regions

Platform

  • IP addresses for data actions integrations automatically allowed

View details

August 31, 2022

Communicate

  • Genesys Cloud WebRTC diagnostics app improvements

Contact center

  • Genesys Digital Bot Flows
  • SMS message delivery status
  • Reset agent personal bests in gamification
  • Genesys Dialog Engine Bot Flows support for Portuguese
  • Improved voice transcription accuracy for Dutch

Integrations

  • Cross-region export option for AWS S3 recording bulk actions integration

View details

June 22, 2022

Contact center

  • Reset and reassign development and feedback modules
  • Interaction evaluation form version tracking
  • Blocked offer views for Predictive Engagement journey action maps
  • Rich text formatting in bot messages
  • Interactions UI improvement
  • Intent miner Spanish language support
  • Web chat widget support for Google Fonts

Deprecations

  • Canned reports deprecation
  • API default profile change for gamification metrics

View details

June 15, 2022

Contact center

  • Improved wait time for call recording download and playback
  • Prioritize order of performance and development information in Agent activity view
  • Amazon Lex integration in Asia Pacific (Tokyo) AWS region

Deprecations

  • Bridge integrations deprecation
  • Website visitor count API change

View details

April 13, 2022

Contact center

  • Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

  • Website visitor count API change

View details

March 30, 2022

Contact center

  • Predictive routing for email interactions
  • Predictive routing for message interactions
  • Coaching UI improvements
  • Coaching and learning by division access
  • Architect Flush Audio action
  • Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
  • Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

  • The Developer Center has a new look
  • Introducing Developer Center Notifications Monitor

Deprecations

  • Deprecation of workforce management time off requests for non-consecutive days

View details

March 16, 2022

Contact center

  • Introducing Architect in-queue flow support for digital flows
  • Architect data table permission enhancements
  • Customize inbound message flow based on action map
  • Assign to me option for quality management evaluation assignment
  • Portugal Portuguese voice transcription support
  • Portugal Portuguese programs, topics, and phrases support

View details

January 26, 2022

Collaborate

  • Collaborate chat improvement

Communicate

  • Customize caller ID information with prioritized caller selection

Contact center

  • Create workforce management schedules without a forecast
  • Workforce management schedule validation error severity enhancement
  • Simplified recording and quality policy configuration
  • Evaluation summary in agent activity view

Integrations

  • Automatic log out of single sign-on provider

View details

November 17, 2021

Contact center

  • Time-off enhancements for workforce management
  • Ensemble model and Theta method for workforce management automatic best method forecasting
  • Additional columns and filter in Queues Performance views
  • Additional recording and evaluation filters and columns in Interactions view
  • Development Aggregate API for development and feedback modules
  • Additional French sentiment analysis support
  • Screen recording download permission

View details

October 27, 2021

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

View details

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