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Resource Center
Contact center
- Workforce management agent schedule enhancements
- Expanded inbound MMS support for SMS messages
- Outbound MMS support for SMS messages
- DNC.com integration for Do Not Contact lists enhancements
- Performance report for queues with predictive routing
- Ability to remove PII from voicemail and fax notifications
Integrations
- Amazon EventBridge topics for conversation and flow metrics
Platform
- API usage report
- CX as Code support for Architect flows
- Genesys Cloud fair use policy documentation improvement
Deprecations
- Deprecation of workforce management time-off requests for non-consecutive days
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Platform
- The Resource Center has a new look
- Command-line interface for Genesys Cloud administration
Contact center
- Scheduled Exports for Performance views
- Adjust waiting interactions priority with Routing Conversations API
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Contact center
- UK English and Australian English voice transcription support
- View an agent’s secondary status in select views
- Contact list filters for messaging campaigns
- Export skill and language group queue metrics in Queues Performance Detail view
Integrations
- Introducing Genesys Cloud for Salesforce SDK
Platform
- The Resource Center has a new name
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Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
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Platform
- Unified search across Genesys Cloud sites
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Platform
- Introducing Features coming soon
Contact center
- Advanced workforce management short-term forecasting techniques
- Granular permission set in Architect
- Access Architect from the Routing menu
- Wrap-up Notes column in Interactions view and Agents Interactions Detail view
- Danish language support
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Platform
- Resource Center faceted navigation search
Communicate
- Improved Edge clock synchronization
Contact center
- Route emails based on external contact information
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Platform
- Help panel enhancement
- Callback metrics in the Analytics API
Contact center
- Scripts with web chat
- Queues Performance view export
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Genesys Cloud Platform
Engage
- Queue activation permission
- Custom interaction details for web chats
- Agent alias for web chats
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