List of the Genesys Cloud release notes that include the quality management release notes tag.
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
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
August 4, 2021
Contact center
- Evaluation window UI improvements
- Additional development and feedback modules in Learning API
Platform
- Enforce index search for divisions
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
July 21, 2021
Contact center
- Introducing intent miner
Integrations
- SSE-KMS support for AWS S3 recording bulk actions integration
Platform
- Disable Directory navigation
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
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
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
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
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
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
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
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
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
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
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
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
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
September 16, 2020
Contact center
- Multi-monitor screen recording
- Manually assign waiting interactions to agents using APIs
- Evaluation form question group weight changes
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
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
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
May 27, 2020
Contact center
- Introducing coaching with quality management
- Add an agent’s workforce management schedule to an external calendar
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
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
