Genesys Cloud - queues tag

List of the Genesys Cloud release notes that include the queues release notes tag.
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

May 2, 2018

Platform

  • EU (Frankfurt) region

Communicate

  • Override calling name trunk setting

Contact center

  • Queues performance view enhancements
  • Analytics API metrics

View details

March 28, 2018

Contact center

  • Markdown in scripts
  • Assign queues when editing a person
  • External contact address information in searches

View details

March 21, 2018

Communicate

  • Alternate NTP providers for premises Edge appliances

Contact center

  • Agent Login-Logout Details report
  • Calling party number field for queues validation
  • Chinese (simplified) TTS and ASR language support

Integrations

  • Outbound dialing campaign management in Genesys Cloud for Salesforce

View details

September 6, 2017

Contact center

  • ACD voicemail routing
  • Co-browse for voice interactions
  • Queues Activity views enhancements
  • Callback filter in contact center dashboards and views
  • Contact Property call rule condition enhancement

View details

April 26, 2017

Platform

  • APIs for External Contacts features

Contact center

  • Campaign event viewer
  • Queues performance detail bar graph
  • Pop a URL from the default script

View details

February 1, 2017

Platform

  • Admin UI relaunch

Contact center

  • ACD support for chats in client integrations
  • Genesys Cloud for Salesforce and Omni-Channel status sync
  • ACD routing of third-party chat and email interactions
  • Queues Performance summary and detail views
  • IVR prompt support for ordinal numbers
  • Italian language support in Architect

View details

October 19, 2016

Collaborate

  • Chat search command

Communicate

  • Dialpad DTMF support

Contact center

  • Queue Activity detail view filters

Integrations

  • SSO support for Microsoft Azure Active Directory Premium edition

View details

September 7, 2016

Contact center

  • Consult transfers to queues
  • Create a queue from an existing queue

View details

August 17, 2016

Platform

  • Genesys Cloud Partner Directory

Communicate

  • Faxing from Documents

Contact center

  • New Queues Activity views

View details