December 2, 2020


  • Genesys Cloud Voice in Austria, Poland, and Portugal
  • BYOC Cloud certificate renewal

Contact center

  • Granular permissions for scheduling, call routing, and emergencies
  • Performance dashboards enhancements
  • New columns in agent views
  • Journey aggregate query enhancement in Analytics API
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September 16, 2020

Contact center

  • Multi-monitor screen recording
  • Manually assign waiting interactions to agents using APIs
  • Evaluation form question group weight changes
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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


  • ACD routing permissions change
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January 22, 2020

Contact center

  • Blind transfer for voice interactions enhancement


  • Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
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October 9, 2019

Contact center

  • Introducing preferred agent routing
  • Co-browse session improvements


  • Organization settings improvement
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January 23, 2019

Contact center

  • MOS scores for voice interactions
  • Send Response action in Architect message flows
  • Genesys Cloud scheduling enhancements
  • Dutch TTS and ASR language support
  • Image component enhancement for scripts


  • Amazon Lex integration for inbound message flows
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