quality management

August 11, 2021

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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August 4, 2021

Contact center

Evaluation window UI improvements
Additional development and feedback modules in Learning API

Platform

Enforce index search for divisions

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July 28, 2021

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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July 21, 2021

Contact center

Introducing intent miner

Integrations

SSE-KMS support for AWS S3 recording bulk actions integration

Platform

Disable Directory navigation

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June 23, 2021

Contact center

Introducing predictive routing
Agent development views for development and feedback modules and coaching appointments
Voice coaching API for call monitoring

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June 9, 2021

Communicate

User to User Information (UUI) enhancement for remote stations
DTMF support in active calls

Contact center

Audit trail improvements in Interaction Details view
Improved agent external contacts experience
New audio alert for non-voice interactions

Platform

Genesys Cloud Command Line (CLI) enhancements

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May 19, 2021

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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April 28, 2021

Contact center

New columns in Interactions view
Coaching added to WEM Upgrade subscriptions

Deprecations

Coaching permissions change
Keyword spotting endpoints deprecation
CIDR IP address range for cloud media services change

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April 7, 2021

Contact center

New location for quality management evaluations and surveys
Additional Spanish sentiment analysis support

Platform

Developer Center refresh

Deprecations

CIDR IP address range for cloud media service change

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March 31, 2021

Communicate

Custom SIP response code for maximum call setting in trunk configurations

Contact center

New queue configuration tabs
Manually assign waiting interactions in a queue

Integrations

Okta for Genesys Cloud SCIM

Deprecations

Coaching permissions change
CIDR IP address range for cloud media service change

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March 24, 2021

Contact center

Acoustic analysis information in Transcript URL API

Deprecations

CIDR IP address range for cloud media service change
Topics and programs audit events name change
Quality Management Audit API change

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March 3, 2021

Contact center

Content Search view for voice transcripts
Search interactions for SIP signaling information for all regions
Route voice interactions based on external contact information
Record ACD agent consult calls
Screen recording limit increase

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February 17, 2021

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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February 10, 2021

Communicate

BYOC Cloud custom SIP headers for improved carrier interoperability
Extended maintenance window for cloud-based Edge updates

Contact center

Introducing programs, topics, and phrases for speech and text analytics
US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
Coaching appointment scheduling with workforce management
Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

Introducing the Zoom Phone integration

Deprecations

Replace call with voice in Sentiment Aggregates API change

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December 9, 2020

Platform

Clone a user in an authorized organization enhancement

Communicate

Identify assigned phone numbers

Contact center

Enhancements to the workforce management rescheduling process
Improved estimated wait time calculation
Turn off evaluation form question group weights

Deprecations

Replace call with voice in Sentiment Aggregates API change
Analytics Conversation Detail Endpoint API maximum record per query change
Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
Analytics User Detail Endpoint API query interval change postponement
Analytics Conversation Detail Endpoint API query interval change postponement

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October 28, 2020

Contact center

Introducing workforce management work plan rotations
Add an interaction to an existing coaching appointment
Interaction’s detail page improvements
WEM add-on price reduction
Routing Used filter and column in Performance views
Provider filter in Performance views

Deprecations

Screen recording policy changes for Genesys Cloud 2 users postponement

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October 7, 2020

Contact center

Workforce management planning group improvements
View agent development activities using APIs

Integrations

Interaction widgets for client application integrations

Deprecations

Screen recording policy changes for Genesys Cloud 2 users

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September 16, 2020

Contact center

Multi-monitor screen recording
Manually assign waiting interactions to agents using APIs
Evaluation form question group weight changes

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September 2, 2020

Communicate

BYOC Cloud rate decrease
BYOC Cloud is PCI DSS-compliant

Contact center

Speech and text analytics settings
Coaching appointment aggregates API
Date and time slot type enhancements in Genesys Dialog Engine

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June 24, 2020

Contact center

Contact verification and interaction history enhancements for selected regions
Add Workforce Engagement Management to subscriptions
Template messages for agents using WhatsApp
Increased limit for Agent Performance views filters
Digital flow outcome functionality in Architect and Analytics API
Assign Google Dialogflow bot events for non-responsive callers
Barge-in functionality for Google Dialogflow enabled by default

Integrations

Introducing Adobe data actions integration
Introducing Adobe Experience Platform integration for profile lookup

Deprecations

Screen recording, evaluations, and surveys permissions change

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June 17, 2020

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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May 27, 2020

Contact center

Introducing coaching with quality management
Add an agent’s workforce management schedule to an external calendar

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May 6, 2020

Contact center

Introducing improved workforce management features for all regions
New inbound media columns and filters in Performance views

Deprecations

WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
Screen recording, evaluations, and surveys permissions change