Resource Center

August 26, 2020

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


  • Introducing Genesys Cloud for Salesforce SDK


  • The Resource Center has a new name
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February 27, 2019

Contact center

  • Workforce management intraday rescheduling
  • Additional filters and metrics in interactions views


  • Deprecation announcements
  • TURN port range deprecation
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September 26, 2018


  • Unified search across Genesys Cloud sites
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August 22, 2018


  • 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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October 4, 2017


  • Resource Center faceted navigation search


  • Improved Edge clock synchronization

Contact center

  • Route emails based on external contact information
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August 30, 2017


  • Help panel enhancement
  • Callback metrics in the Analytics API

Contact center

  • Scripts with web chat
  • Queues Performance view export
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June 8, 2016

Genesys Cloud Platform

  • Help panel


  • Queue activation permission
  • Custom interaction details for web chats
  • Agent alias for web chats
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