queues


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]

August 22, 2018

Platform

  • Introducing Features coming soon

Contact center

  • Advanced workforce management short-term forecasting techniques
  • Granular permission set in Architect
  • Access Architect from the Routing menu
  • Wrap-up Notes column in Interactions view and Agents Interactions Detail view
  • Danish language support
[View details]

July 11, 2018

Contact center

  • Aggregate detail views
  • Flag problematic calls
  • New HTML editor for email messages

Integrations

  • Premium applications in the AppFoundry
  • Skype for Business integration
[View details]

June 27, 2018

Platform

  • WebRTC Softphone SDK

Communicate

  • Media metrics and diagnostic recording enhancements

Contact center

  • Increased agent limit in workforce management units
  • Workforce management shrinkage percentage intervals
  • Status duration in the workforce management real-time adherence view
  • Workforce management intraday monitoring enhancements
  • Workforce management schedule editor enhancements
  • Save filter and column settings in performance views
  • Link external contacts to external sites
  • Finnish language support
[View details]

May 30, 2018

Contact center

  • Authenticated web chat
  • Configurable whisper audio
  • Agents Performance views
  • Skills-based analytics view
  • Interactions view enhancements
[View details]

May 23, 2018

Platform

  • GDPR compliance

Contact center

  • Full view export for Queue Performance views
  • Abandon metrics insights
  • Automatic email reply configuration in Architect
[View details]

May 16, 2018

Communicate

  • Genesys Cloud Voice in France and the Netherlands
  • Follow-me call forwarding

Contact center

  • Holiday and emergency schedules for routing configuration
  • Create data tables and retrieve data from Architect flows
  • Queues Activity view for agents
[View details]