roles and permissions


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]

April 8, 2020

Contact center

  • Introducing Architect workflows and Architect flow actions for Predictive Engagement
  • Salesforce lead creation and campaign association with Predictive Engagement
  • Add digital channels to subscriptions
  • Reset an agent’s routing score after presence changes
  • Scheduled Callbacks view permissions change

Deprecations

  • ACD routing permissions change
[View details]

April 1, 2020

Contact center

  • Log an agent out of Genesys Cloud from agent views
  • Disassociate an agent from a station
  • Web chat widget support for accessibility
  • Use * and # as terminating characters in Architect call flows
  • New fonts and font sizes in ACD email

Platform

  • Disable Collaborate chat
  • Premium application purchase enhancements

Deprecations

  • TLS 1.0 protocol deprecation removal
  • ACD routing permissions change postponement
[View details]

March 25, 2020

Contact center

  • Amazon Lex integration in Asia Pacific (Sydney) AWS region

Platform

  • Go SDK

Deprecations

  • ACD routing permissions change postponement
  • WFM forecasting After Call Work and Average Talk Time deprecation postponement
[View details]

March 4, 2020

Contact center

  • Performance dashboards improvements
  • Performance dashboards public option
  • Filter for users by group in agents summary views
  • Export view selected columns and order
  • Configure utilization settings per agent or by organization

Deprecations

  • Contact center view in Performance menu deprecation
[View details]

February 19, 2020

Contact center

  • Short code support for SMS messages

Platform

  • New monitoring metric in Analytics API

Deprecations

  • ACD routing permissions change
  • WFM forecasting After Call Work and Average Talk Time deprecation
  • TLS 1.0 protocol for data actions deprecation
  • iOS Supervisor chat deprecation removal
[View details]

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
[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]

June 20, 2018

Platform

  • Client App SDK

Contact center

  • Products, roles, and permissions list enhancement
[View details]

April 25, 2018

Communicate

  • Introducing BYOC (Bring Your Own Carrier)

Contact center

  • Collapse and expand actions in Architect
  • Transfer calls to queue permission
  • Omnichannel interaction history for external contacts licensing
[View details]

August 2, 2017

Collaborate

  • License assignment enhancement
[View details]

June 8, 2016

Genesys Cloud Platform

  • Help panel

Engage

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

February 19, 2016

Collaborate

  • Bulk role assignment tool

Integrations

  • Multi-region support for Genesys Cloud for Salesforce
  • Multi-region support for Genesys Cloud for Zendesk
[View details]