Genesys Cloud - queues tag

List of the Genesys Cloud release notes that include the queues release notes tag.
August 02, 2023

Contact center

  • Updated WhatsApp pricing structure
  • Copy and share interaction transcripts
  • Web messaging inbound custom attribute size limit requests
  • SMS short code number in France
  • Improved workload balancing in predictive routing

Integrations

  • Two score-setting options for ranking waiting interactions

Platform

  • PCI DSS recertification
  • Genesys Cloud WhatsApp Embedded signup self-service onboarding
  • Subscribe to events from the Operational Console

Deprecations and announcements

  • Deprecation: Outbound Search Audits view
  • Mandatory SMS US and Canada registration

View details

July 19, 2023

Communicate

  • Polycom Zero Touch Provisioning
  • Specify a Canadian address as a remote emergency address

Contact center

  • Collaborate chat quick access for recent chat messages
  • Real-time Interactions data export

Integrations

  • Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

  • Suppress call recordings during IVR flow and in-queue segments

View details

July 12, 2023

Contact center

  • Architect user interface refresh
  • Configure new conditional group routing method
  • Touchpoint variations for knowledge workbench articles

Platform

  • Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

View details

June 21, 2023

Contact center

  • Authenticated web messaging for verified users
  • Auto answer for digital interactions on queues

Deprecations and announcements

  • LiveNow permission change
  • CIDR IP address range for cloud media services expansion

View details

May 31, 2023

Contact Center

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

  • Knowledge workbench V1 deprecation
  • Genesys Dialog Engine deprecation postponement
  • Mandatory US and Canada SMS/MMS registration

View details

May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8×8 integration

    View details

    May 10, 2023

    Contact Center

    • Historical adherence and shrinkage view updates for teams
    • Route email to multiple destinations
    • Improved analytics email data with CC/BCC details

    Deprecations and announcements

    • Search Audits view deprecation
    • Search Audits APIs deprecation

    View details

    April 5, 2023

    Platform

    • Automatic inactivity timeout improvement
    • Maximum voicemail recording length setting

    Contact Center

    • Introducing the Data Actions Performance views
    • Introducing new Topic tab in agent, queue, and flow summary and detail views
    • Extended voice transcription services support for Arabic and Hebrew right to left languages
    • Topics and phrases support for Arabic right to left languages
    • Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
    • Data action in rule conditions for digital campaigns
    • Notification message for conversation disconnect

    Deprecations and announcements

    • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

    View details

    March 22, 2023

    Communicate

    • Transcription for Communicate voicemails
    • Active speaker indicators

    Contact Center

    • Additional voice transcription accuracy improvements for Spanish
    • Approve time-off requests based on agent hire date
    • Evaluation source in evaluation cards
    • Enhanced pagination control in analytics workspace views
    • Queue Performance Summary chart view
    • Metric values in views with duration statistics
    • Transcription for Communicate voicemails
    • Restricted access to details about predictive routing agents
    • Delete a knowledge base

    Deprecations and announcements

    • Deprecation of select filters in Analytics API in Predictive Engagement

    View details

    March 15, 2023

    Contact Center

    • Topic spotting improvement
    • Extend after call work (ACW) timeout settings to digital channels
    • Agent requested after call work (ACW) option
    • After call work (ACW) analytics for callbacks improvement
    • Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
    • Genesys natural language understanding (NLU) improvements

    Integrations

    • Genesys AppFoundry improvements

    Deprecations and announcements

    • Static data actions for web service data actions integration
    • Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

    View details

    October 5, 2022

    Contact center

  • Skill expression groups
  • Define ring membership by queue
  • Improved knowledge workbench V2 import and export
  • Agent utilization in improved estimated wait time calculations
  • Platform

    • API Explorer refresh
    • Updated Genesys Knowledge Network

    View details

    September 7, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Queue administration user interface improvements
    • Detected Topics gamification metric
    • Set Content Template action type added to digital rules for outbound digital campaigns

    Platform

    • Google Fonts API usage change for GDPR compliance

    View details

    February 9, 2022

    Contact center

    • Introducing Agent Assist in select regions
    • Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
    • Workforce management shifts and shift history management enhancements
    • Update ACD and language skills on an interaction in a queue with Routing API

    Deprecations

    • Workforce management time-off requests for non-consecutive days deprecation

    View details

    February 2, 2022

    Contact center

    • Limited PII masking in Performance views and exports
    • Access to agent management across divisions
    • Manually assign interactions across queues
    • Polish programs, topics, and phrases support

    Deprecations

    • API endpoint change for supported topic spotting dialects

    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

    September 22, 2021

    Contact center

    • Global barge-in configuration in Genesys Dialog Engine Bot Flows
    • Alerting column in Performance Dashboards and Queue Activity views

    Platform

    • Automatically backfill roles with new permissions
    • Genesys Customer Care pairing

    View details

    August 25, 2021

    Communicate

    • Conversation header support for BYOC Cloud trunks
    • DID number port increase for Genesys Cloud Voice

    Contact center

    • Update ACD and language skills on an interaction in a queue with Routing API

    Platform

    • Assign data tables within divisions

    Deprecations

    • Max Calls replacement for BYOC Cloud trunks

    View details

    June 16, 2021

    Communicate

    • WebRTC Media Helper for VDI environment

    Contact center

    • Introducing Architect common module flows
    • Permission to activate and deactivate queue membership
    • New custom actions and usability improvements for script designers
    • Caller ID and caller name specification on Callback API
    • Bring Your Own Technology (BYOT) billing changes

    Deprecations

    • Facebook Messenger HUMAN_AGENT message tag deprecation
    • Predictive Engagement outcome limitation change
    • Topics and programs audit events name 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

    November 18, 2020

    Contact center

    • Agent-owned records for preview campaigns
    • Speech and text analytics settings improvement
    • Service level calculation enhancement
    • Access partial availability time stamp in Analytics API
    • Interactions panel improvement

    Platform

    • Release Notes now include feature subscriptions

    View details

    July 22, 2020

    Contact center

    • Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
    • Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
    • Genesys Dialog Engine pricing
    • Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
    • Last-used queue for outbound interactions

    View details

    January 8, 2020

    Contact center

    • Answering machine beep detection improvements for call analysis

    Deprecations

    • Classic Queues views deprecation removal

    View details

    November 13, 2019

    Contact center

    • Service level calculation enhancement
    • Apply Predictive Engagement action maps to webpages

    View details

    September 25, 2019

    Contact center

    • IVR Flows Destinations view
    • Queues Activity view improvements
    • Queues Performance menu access update

    Deprecations

    • Classic Queues views deprecation

    View details

    May 8, 2019

    Contact center

    • New Connection column in performance views

    View details

    1 2 3