Skip to main content
Skip to search
Skip to navigation
recording
Collaborate
- Set time to return to previous status after users disconnect and reconnect
Communicate
- US and Canada numbers available for Genesys Cloud Voice EMEA Regions
Contact center
- Introducing Genesys Cloud Background Assistant for screen recording with the web app
- Introducing regional storage for call recordings
- SSML support in Genesys Dialog Engine Bot Flows
- New Search endpoint
- New variables and improvements for scripts
- Improved do not contact (DNC) list functionality to support custom values
- Communicate call classification update
[View details]
Contact center
- Participant names and avatars in Genesys Messenger
- Sentiment data in Topic Trends views
Platform
- Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates
Deprecations and announcements
- Windows 8 and 8.1 support for the desktop app deprecation
- Identify Journey SDK method in Predictive Engagement deprecation
- API endpoint change for local key settings in recording service
[View details]
Communicate
- International number plans as outbound routes changes
Contact center
- Introducing Genesys Cloud digital licenses
- Agentless email notifications
- Outbound email campaigns
- Delivery status receipts for outbound email campaigns
- Manage time zones for outbound email campaigns
- Increased email size limit for custom SMTP integrations
- New filters and columns in Content Search view
- AudioHook billing for active use only
- Cumulative uploads of external metrics for performance scorecards
Deprecations and announcements
- API endpoint change for local key settings in recording service
- CIDR IP address range for cloud media services expansion
[View details]
Communicate
- Genesys Cloud WebRTC diagnostics app improvements
Contact center
- Genesys Digital Bot Flows
- SMS message delivery status
- Reset agent personal bests in gamification
- Genesys Dialog Engine Bot Flows support for Portuguese
- Improved voice transcription accuracy for Dutch
Integrations
- Cross-region export option for AWS S3 recording bulk actions integration
[View details]
Contact center
- Introducing knowledge workbench version 2
- Optimize the knowledge base
- Introducing support center
- Knowledge workbench version 2, knowledge optimizer, and support center language search support
- Interaction data retention time improvement
[View details]
Contact center
- Improved wait time for call recording download and playback
- Prioritize order of performance and development information in Agent activity view
- Amazon Lex integration in Asia Pacific (Tokyo) AWS region
Deprecations
- Bridge integrations deprecation
- Website visitor count API change
[View details]
Contact center
- Introducing AudioHook Monitor
- Mandatory US and Canada SMS toll-free number verification
- Retrieve estimated wait times for different media types in Architect flows
- Use random functions in Architect decision actions
- Parity in agent performance views with agent metrics reports
- Export and import forecast in user-selected time zone for workforce management
- Secure pause recordings when not a conversation participant in Conversations API
Platform
- Enable automatic capture of console logs for troubleshooting
Deprecations
- Agent interaction UI collapse/expand control removal
[View details]
Contact center
- Authenticated web messaging
- ”Bring your own keys” for recording encryption
- SSML support for language capabilities in Genesys Dialog Engine Bot Flows
- Toll-free number and long code support in NANP for outbound SMS campaigns
- Map secondary presence statuses to workforce management activity codes
- Workforce management view adherence permission
Deprecations
- Workforce management adherence permission change
[View details]
Collaborate
- Collaborate chat improvement
Communicate
- Customize caller ID information with prioritized caller selection
Contact center
- Create workforce management schedules without a forecast
- Workforce management schedule validation error severity enhancement
- Simplified recording and quality policy configuration
- Evaluation summary in agent activity view
Integrations
- Automatic log out of single sign-on provider
[View details]
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]
Contact center
- Bot Performance views
- Routing detail columns in Performance views
- Open messaging API enhancements
Integrations
- Add non-E.164 number to Other Phone field for collaboration integrations
Deprecations
- Recording Service API metadata endpoint annotation deprecation
[View details]
Contact center
- Interaction details and transcript UI improvements
- Subscribe to transcripts through Notifications API
- Journey aggregate query API for non-offered action states enhancement
Platform
- Audit log viewer enhancement
- Developer Guides
Deprecations
- Skype for Business integration deprecation
- Recording Service API metadata endpoint annotation deprecation
- Journey JavaScript SDK specific mappable customer traits deprecation
- Journey Reporting Service decommission postponement
[View details]
Contact center
Integrations
- SSE-KMS support for AWS S3 recording bulk actions integration
Platform
- Disable Directory navigation
[View details]
