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queues
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
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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
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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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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
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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
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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
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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
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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
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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
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Contact center
- Answering machine beep detection improvements for call analysis
Deprecations
- Classic Queues views deprecation removal
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Contact center
- Service level calculation enhancement
- Apply Predictive Engagement action maps to webpages
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Contact center
- IVR Flows Destinations view
- Queues Activity view improvements
- Queues Performance menu access update
Deprecations
- Classic Queues views deprecation
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Contact center
- New Connection column in performance views
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Contact center
- Introducing third-party TTS engine integrations
- Queue Activity Detail view improvements
- New columns and filters in analytics views
- Screen share improvement
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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
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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
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Contact center
- New queues detail views
- Queues view redirects to Queues Performance Summary view
- Activate Queues panel enhancements
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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
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Contact center
- Improved Queue Observation API metrics in Queues Activity views
- Export data from agents evaluation views
- Export data from Abandon Intervals Metrics view
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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
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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
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Contact center
- Export data from skills performance views
Integrations
- AWS Lambda data actions integration
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Contact center
- View export for Agents Performance and Queue Performance Detail aggregate views
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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
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Contact center
- Aggregate detail views
- Flag problematic calls
- New HTML editor for email messages
Integrations
- Premium applications in the AppFoundry
- Skype for Business integration
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