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
Integrations
- Introducing Genesys Cloud for Salesforce SDK
Platform
- The Resource Center has a new name
February 27, 2019
Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
September 26, 2018
Platform
- Unified search across Genesys Cloud sites
August 22, 2018
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
October 4, 2017
Platform
- Resource Center faceted navigation search
Communicate
- Improved Edge clock synchronization
Contact center
- Route emails based on external contact information
August 30, 2017
Platform
- Help panel enhancement
- Callback metrics in the Analytics API
Contact center
- Scripts with web chat
- Queues Performance view export
June 8, 2016
Genesys Cloud Platform
- Help panel
Engage
- Queue activation permission
- Custom interaction details for web chats
- Agent alias for web chats