List of the Genesys Cloud release notes that include the reporting release notes tag.
July 26, 2023

Contact center

  • Agent evaluation details export generation for multiple agent
  • Workforce management business unit and service goal template impact override settings
  • Increased limits for workforce management dimensions
  • Topic miner Spanish language support

View details

May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8×8 integration

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    May 3, 2023

    Communicate

    • Support for MDM browser authentication for Communicate for iOS

    Contact Center

    • Additional voice transcription accuracy for Arabic
    • Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
    • Automatically reschedule time zone skipped contacts

    Platform

    • Identify unused roles and permissions in the Admin UI
    • Display number of interactions routed via non-predictive routing method due to timeout

    Deprecations and announcements

    • BYOC Premises—Customer VM Solution deprecation

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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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    February 22, 2023

    Communicate

    • Require the WebRTC Media Helper
    • WebHID technology for Jabra headsets re-enablement

    Contact center

    • Improved interval granularity for a specific time span during performance metrics exports
    • Improved module scheduling
    • Scorecard tab improvements in the agent activity view

    Deprecations and announcements

    • journeyCustomer cookie id from GDPR API subjects response deprecation
    • Customer journey tab replacement
    • Genesys legacy Dialog Engine deprecation
    • Knowledge workbench V1 deprecation

    View details

    January 18, 2023

    Collaborate

    • Video setting improvements

    Contact center

    • Introducing the Genesys Cloud EX license
    • Online Agents count metric and Owned by Me filter for Performance Dashboards
    • Multiple media type filter support in views and exports

    Deprecations and announcements

    • Identify Journey SDK method in Predictive Engagement deprecation
    • OS Family attribute in Predictive Engagement
    • CIDR IP address range for cloud media services expansion

    View details

    December 21, 2022

    Contact center

    • Co-browse for web messaging
    • Automatic email signatures in canned responses
    • Enhanced canned responses editor options
    • Rich media in knowledge base articles
    • Genesys Cloud native text-to-speech (TTS) French and Spanish support

    Integrations

    • Introducing the Google Cloud Speech-to-Text (STT) integration
    • Microsoft Teams integration enhancements

    Platform

    • Single sign-on configuration enhancements

    Deprecations and announcements

    • OS Family attribute in Predictive Engagement
    • Windows 7 support for the desktop app deprecation
    • Canned reports deprecation date updates
    • CIDR IP address range for cloud media services expansion postponement

    View details

    December 14, 2022

    Communicate

    • WebHID technology for Jabra headsets
    • Telephony administrator user interface updates

    Contact center

    • Genesys Agent Assist available in Genesys Cloud Embedded Clients
    • Import and export knowledge base articles in additional formats
    • No input timeout settings in Genesys Digital Bot Flows
    • Call digital bot flows from Architect in-queue message flows
    • Sentiment data in Agent Queue Detail and Queue Agent Detail views
    • Topic spotting improvement
    • Japanese programs, topics, and phrases support
    • Usability improvements to messaging and email in the Transcript tab
    • Genesys Cloud forecasting user interface updates

    Deprecations and announcements

    • Genesys Cloud SSO certificate expiry
    • CIDR IP address range for cloud media services expansion

    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

    View details

    June 22, 2022

    Contact center

    • Reset and reassign development and feedback modules
    • Interaction evaluation form version tracking
    • Blocked offer views for Predictive Engagement journey action maps
    • Rich text formatting in bot messages
    • Interactions UI improvement
    • Intent miner Spanish language support
    • Web chat widget support for Google Fonts

    Deprecations

    • Canned reports deprecation
    • API default profile change for gamification metrics

    View details

    May 18, 2022

    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

    June 9, 2021

    Communicate

    • User to User Information (UUI) enhancement for remote stations
    • DTMF support in active calls

    Contact center

    • Audit trail improvements in Interaction Details view
    • Improved agent external contacts experience
    • New audio alert for non-voice interactions

    Platform

    • Genesys Cloud Command Line (CLI) enhancements

    View details

    May 26, 2021

    Contact center

    • Introducing Architect flow outcome milestones
    • View bot flow utterance history
    • Enhancements to workforce management forecasts

    Deprecations

    • Incoming non-voice interaction alert ringtone change
    • Reduced data retention period for journey history change

    View details

    October 14, 2020

    Communicate

    • Configure beep tones for line recording

    Contact center

    • Email Performance view reports
    • Analytics Aggregates Endpoint API for sentiment analysis

    Integrations

    • Introducing the Microsoft Teams integration

    Platform

    • Disable Collaborate video

    Deprecations

    • Limit interaction history for external contacts and organizations to 30 days deprecation
    • Default word confidence change in speech and text analytics settings

    View details

    July 31, 2019

    Collaborate

    • Import people enhancements

    Contact center

    • Introducing web chat flows in Architect
    • Font change for Korean and Japanese language .pdf and .xls reports

    Platform

    • Release Notes in Genesys Cloud Admin UI
    • Genesys Cloud Community Q&A show

    Deprecations

    • LinkedIn profile import deprecation and removal

    View details

    May 22, 2019

    Contact center

    • IVR flow performance views
    • IVR flow metrics in Analytics API
    • Architect flow outcome functionality
    • Architect menu move
    • Workforce management short-term forecasting enhancement

    Deprecations

    • Classic agents performance views deprecation
    • Agent dashboard deprecation
    • Outbound campaign: Detailed attempt history report deprecation

    View details

    September 12, 2018

    Contact center

    • Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
    • Workforce management agent scheduling enhancements
    • Run Now option on reports page

    View details

    August 1, 2018

    Platform

    • Genesys Cloud Embeddable Framework API

    Contact center

    • Japanese TTS and ASR language support
    • Language string variable name in Architect
    • View past reports in report history

    Integrations

    • Introducing the Amazon Lex integration
    • Genesys Cloud for Chrome extension

    View details

    July 18, 2018

    Platform

    • Improved customer onboarding

    Contact center

    • Assign skills without the Master Admin role
    • Web chat appearance enhancement
    • Improved XLS formatting for reports

    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

    February 14, 2018

    Platform

    • Introducing the AppFoundry

    Communicate

    • Genesys Cloud Voice in the United Kingdom

    Contact center

    • Easier media type filtering in Interaction Details report spreadsheets

    View details

    December 6, 2017

    Contact center

    • Undo or redo unsaved schedule changes
    • Log in and log out times in Agent Activity Summary reports

    View details

    October 18, 2017

    Platform

    • Free seating organization setting

    Communicate

    • USB-based Edge pairing
    • Support for China-specific encryption certificates in Edge pairing process

    Contact center

    • Enhanced user selection in report editor
    • Interactions view enhancements

    Integrations

    • Genesys Cloud data actions integration

    View details

    September 20, 2017

    Contact center

    • Secure call flows in Architect
    • Architect Exit and Next Loop actions for all call flow types
    • Automatic email responses
    • Substitutions for canned responses
    • Bulk addition of queues to agents
    • Callbacks in reports and alerts
    • Workforce management schedule administration enhancements
    • Workforce management export enhancements

    Integrations

    • Custom client applications integration
    • Web services data actions integration

    View details

    June 7, 2017

    Collaborate

    • Secure relationships with authorized organizations

    Contact center

    • Customer typing indicator in chat interactions
    • Evaluation form question branching
    • Disable unattended reports

    Integrations

    • Voci V-Spark transcription and speech analytics integration

    View details