recordings

March 8, 2023

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

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March 1, 2023

Contact center

Introducing homescreen configuration for Messenger
Knowledge articles in Messenger
Agent Log-in Log-out report
Status duration data for agents
Analytics workspace improvements
Delayed reaction triggers for process automation

Platform

Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

Mandatory US and Canada SMS/MMS registration
Deprecation of select filters in Analytics API in Predictive Engagement postponement
End of Analytics Conversation Detail Endpoint API query interval change allowlist
CIDR IP address range for cloud media services expansion

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January 11, 2023

Contact center

Specify a default panel for agent interactions
Conversation autostart for mobile platforms
Extended voice transcription services text decoration support
Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
Improved voice transcription accuracy for Japanese
Historical adherence bulk request

Deprecations and announcements

End of Analytics Conversation Detail Endpoint API query interval change allowlist

[View details]

December 7, 2022

Communicate

Ringtone options for web and desktop apps

Contact center

Predictive routing queue impact report
Limited details for interactions older than 1.5 years available in all regions
Auto search for callbacks and outbound campaign calls in the Profile panel
Offset parameter added in recording bulk job API
Do Not Contact list endpoints for record removal
Genesys Messenger support for Hebrew
Tempo icon in Genesys Cloud
Workforce management time-off plan accessibility improvements
Knowledge workbench V2 accessibility improvements

Deprecations and announcements

Microsoft Edge Legacy browser support deprecation

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November 16, 2022

Communicate

Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

Genesys Agent Assist in agent workspaces
Delayed arrival notifications to supervisors in Genesys Tempo™
Coaching appointment configuration improvement
Improved voice transcription accuracy for Spanish
Limited details for interactions older than 1.5 years available in select regions

Platform

IP addresses for data actions integrations automatically allowed

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January 12, 2022

Contact center

Access control enhancement for call recording segments

Deprecations

Workforce management adherence permission change

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March 3, 2021

Contact center

Content Search view for voice transcripts
Search interactions for SIP signaling information for all regions
Route voice interactions based on external contact information
Record ACD agent consult calls
Screen recording limit increase

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November 4, 2020

Communicate

CIDR IP address range for cloud media services

Contact center

Genesys Virtual Agent Services available in the AppFoundry
Bot versioning in Genesys Dialog Engine

Platform

Genesys Cloud rebranding update

Deprecations

Screen recording policy changes for Genesys Cloud 2 users
Create Site API call attribute requirement change
Bridge server deprecation update
CIC data connector deprecation update

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October 28, 2020

Contact center

Introducing workforce management work plan rotations
Add an interaction to an existing coaching appointment
Interaction’s detail page improvements
WEM add-on price reduction
Routing Used filter and column in Performance views
Provider filter in Performance views

Deprecations

Screen recording policy changes for Genesys Cloud 2 users postponement

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October 7, 2020

Contact center

Workforce management planning group improvements
View agent development activities using APIs

Integrations

Interaction widgets for client application integrations

Deprecations

Screen recording policy changes for Genesys Cloud 2 users

[View details]

September 30, 2020

Communicate

Geo-Lookup TURN for WebRTC implementations

Contact center

Download individual non-voice interaction recordings
View agent workforce management schedules on iOS devices
Sync workforce management schedules to external calendars with QR codes
Pass data between Genesys Cloud and Google Dialogflow
Long code support for outbound SMS campaigns
Save and dial non-E.164 numbers for external contacts

Platform

Desktop applications have a new name

Deprecations

Genesys Cloud Ruby SDK deprecation

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September 16, 2020

Contact center

Multi-monitor screen recording
Manually assign waiting interactions to agents using APIs
Evaluation form question group weight changes

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May 6, 2020

Contact center

Introducing improved workforce management features for all regions
New inbound media columns and filters in Performance views

Deprecations

WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
Screen recording, evaluations, and surveys permissions change