queues


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]

    March 27, 2019

    Contact center

    • Introducing third-party TTS engine integrations
    • Queue Activity Detail view improvements
    • New columns and filters in analytics views
    • Screen share improvement
    [View details]

    March 6, 2019

    Communicate

    • TCP transport protocol for BYOC Cloud trunks

    Contact center

    • Performance Dashboards
    • Queue query enhancement in Analytics API
    • Configure multiple ACD messaging integrations per channel
    • Change the default country code for phone numbers
    • Improved fax support for external contacts

    Deprecations

    • Genesys Cloud Bridge integrations deprecation FAQs
    [View details]

    February 6, 2019

    Platform

    • Authenticate with single sign-on only
    • Developer Center usability enhancements

    Communicate

    • Genesys Cloud audio management improvements
    • Support for basic call controls on commonly used headsets
    • Genesys Cloud Edge bandwidth calculator enhancements

    Contact center

    • Queues activity views improvements
    [View details]

    January 2, 2019

    Contact center

    • New queues detail views
    • Queues view redirects to Queues Performance Summary view
    • Activate Queues panel enhancements
    [View details]

    December 12, 2018

    Contact center

    • Outbound SMS on behalf of a queue
    • External contact search for messaging channels
    • Change agent’s status in Queues Activity Detail view
    • View export for Agents Queues Detail view
    [View details]

    November 28, 2018

    Contact center

    • Improved Queue Observation API metrics in Queues Activity views
    • Export data from agents evaluation views
    • Export data from Abandon Intervals Metrics view
    [View details]

    November 14, 2018

    Contact center

    • IVR dynamically referenced prompts in Architect
    • New wrap-up code views
    • Export data from wrap-up code views
    • Export data from agents summary status views
    • In-progress view export improvements
    [View details]

    October 31, 2018

    Platform

    • Developer forum announcements

    Communicate

    • BYOC Cloud trunk support for TGRP and DNIS
    • PBX passthrough for BYOC Cloud trunks

    Contact center

    • New metrics for agent and queue performance views
    • Additional handle time metrics in the Analytics API
    • New outbound call metrics in the Analytics API
    [View details]

    October 3, 2018

    Contact center

    • Export data from skills performance views

    Integrations

    • AWS Lambda data actions integration
    [View details]

    September 5, 2018

    Contact center

    • View export for Agents Performance and Queue Performance Detail aggregate views
    [View details]