quality management


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]

October 13, 2021

Contact center

  • Inbound and outbound file attachment support for third-party messaging and open messaging
  • Automatic time zone mapping enhancement for outbound campaigns
  • Audit events in Learning and Coaching APIs

Deprecations

  • Collaborate call functionality on mobile devices deprecation postponement
[View details]

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
[View details]

August 4, 2021

Contact center

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

Platform

  • Enforce index search for divisions
[View details]

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
[View details]

July 21, 2021

Contact center

  • Introducing intent miner

Integrations

  • SSE-KMS support for AWS S3 recording bulk actions integration

Platform

  • Disable Directory navigation
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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