recordings


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

Platform

  • Genesys Cloud training moves to Genesys Beyond
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April 22, 2020

Contact center

  • Protect recordings from deletion for legal hold directive

Platform

  • AppFoundry enhancement for resellers

Deprecations

  • WFM forecasting After Call Work and Average Talk Time deprecation postponement
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February 5, 2020

Communicate

  • New Genesys and Polycom supported phones and firmware

Contact center

  • Data tables enhancements

Integrations

  • AWS S3 recording bulk actions integration
  • OneLogin for Genesys Cloud SCIM

Platform

  • Bulk export recordings in Recordings API
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September 18, 2019

Communicate

  • Add BYOC Cloud or Genesys Cloud Voice to existing subscription

Contact center

  • Bulk delete recordings in Recordings API
  • View evaluations update
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January 31, 2018

Contact center

  • Screen recording for Genesys Cloud desktop app
  • Choose reply email addresses
  • Create email rules
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July 12, 2017

Platform

  • Web chat event subscription

Contact center

  • Local recording key management
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October 26, 2016

Collaborate

  • Personal group favorites

Communicate

  • Ability to rename inbox recordings

Contact center

  • Dialpad for agent interactions
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September 14, 2016

Contact center

  • Line recording enhancements
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November 20, 2015

Communicate

  • Ability to download user recordings
  • Locate previously sent faxes by phone number
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