reports


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]

May 10, 2017

Contact center

  • Co-browse with chat interactions
  • Outbound Campaign: Detailed Attempt History report
  • Chinese and Dutch language support in Architect
  • Call Data Action for email flows in Architect

Integrations

  • Salesforce data actions
[View details]

March 15, 2017

Platform

  • APIs for Collaborate features

Contact center

  • Disabling of failed reports
  • Callbacks adjustment in service level calculations
[View details]

January 25, 2017

Communicate

  • Web-based phone call controls in third-party applications
  • Web-based phone volume settings

Contact center

  • Email routing to an organization’s domain
  • Architect audio debugging
  • Inline images in emails
  • Agent Metrics and Agent Metrics Export reports
[View details]

September 21, 2016

Collaborate

  • Additional search features in Documents
  • Group sharing of documents
  • Workspace descriptions in Documents

Communicate

  • FENT remote deployment model

Contact center

  • Custom date range for reports
[View details]

July 27, 2016

Contact center

  • Secondary level of user statuses
  • Option to force wrap-up on disconnected conversations
  • Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports
[View details]

July 22, 2016

Communicate

  • Toll-free number porting into Genesys Cloud Voice

Contact center

  • Callback routing
  • ACD-routed preview calls
  • User Status Detail report
  • Japanese language support
[View details]