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
[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
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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
[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]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

September 16, 2020

Contact center

  • Multi-monitor screen recording
  • Manually assign waiting interactions to agents using APIs
  • Evaluation form question group weight changes
[View details]

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
[View details]

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
[View details]

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
[View details]

May 27, 2020

Contact center

  • Introducing coaching with quality management
  • Add an agent’s workforce management schedule to an external calendar
[View details]

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

Platform

  • Genesys Cloud training moves to Genesys Beyond
[View details]

April 22, 2020

Contact center

  • Protect recordings from deletion for legal hold directive

Platform

  • AppFoundry enhancement for resellers

Deprecations

  • WFM forecasting After Call Work and Average Talk Time deprecation postponement
[View details]

February 5, 2020

Communicate

  • New Genesys and Polycom supported phones and firmware

Contact center

  • Data tables enhancements

Integrations

  • AWS S3 recording bulk actions integration
  • OneLogin for Genesys Cloud SCIM

Platform

  • Bulk export recordings in Recordings API
[View details]