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

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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

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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

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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

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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

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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

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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

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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

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April 13, 2022

Contact center

Additional learning and coaching permissions for supervisor and administrator roles

Deprecations

Website visitor count API change

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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

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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

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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

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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

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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

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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

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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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