queues


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
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May 30, 2018

Contact center

  • Authenticated web chat
  • Configurable whisper audio
  • Agents Performance views
  • Skills-based analytics view
  • Interactions view enhancements
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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
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May 2, 2018

Platform

  • EU (Frankfurt) region

Communicate

  • Override calling name trunk setting

Contact center

  • Queues performance view enhancements
  • Analytics API metrics
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March 28, 2018

Contact center

  • Markdown in scripts
  • Assign queues when editing a person
  • External contact address information in searches
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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
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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
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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
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September 7, 2016

Contact center

  • Consult transfers to queues
  • Create a queue from an existing queue
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August 17, 2016

Platform

  • Genesys Cloud Partner Directory

Communicate

  • Faxing from Documents

Contact center

  • New Queues Activity views
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July 6, 2016

Communicate

  • Support for Polycom RealPresence Trio 880 phone

Contact center

  • Play Estimated Wait Time action
  • Play Position in Queue action
[View details]

April 20, 2016

Collaborate

  • Geolocation

Contact center

  • Bulk add queue members based on groups, roles, location, and manager
[View details]