routing


August 3, 2022

Contact center

  • Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
  • Custom payload for Google Cloud Dialogflow speech models
  • Analyze predictive routing decisions
  • Dynamic contact list sorting during a running campaign

Platform

  • Improved phone number validation in Directory profiles
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July 13, 2022

Collaborate

  • Genesys Cloud video chat setting improvements

Communicate

  • Introducing BYOC Premises Customer Hardware Solution
  • Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

  • Topic trends summary and detail views
  • Agent ACD skills and language proficiency routing improvement
  • Improved default program list in speech and text analytics settings
  • Japanese voice transcription support

Deprecations

  • Website visitor count API change
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July 6, 2022

Contact center

  • Introducing contact center work teams
  • Predictive routing queue detail report
  • External metrics for performance scorecards
  • Topics and sentiment metrics consolidation
  • Amazon Lex integration in Canada (Central) AWS region

Integrations

  • SMTP server integration email error notifications to agents
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May 4, 2022

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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March 30, 2022

Contact center

  • Predictive routing for email interactions
  • Predictive routing for message interactions
  • Coaching UI improvements
  • Coaching and learning by division access
  • Architect Flush Audio action
  • Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
  • Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

  • The Developer Center has a new look
  • Introducing Developer Center Notifications Monitor

Deprecations

  • Deprecation of workforce management time off requests for non-consecutive days
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March 9, 2022

Contact center

  • Introducing Architect built-in voicemail flow
  • Flow milestone views and flow outcomes and performance view updates
  • Scheduled Callbacks view improvements
  • Expanded workforce management audit log details
  • View the creation date and time of a schedule or forecast
  • Inspirational quotes replacement

Integrations

  • Maximum instances per organization for Amazon EventBridge integration

Deprecations

  • Horizontal script panel in agent interaction UI removal
  • Workforce management adherence permission change
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February 23, 2022

Platform

  • Genesys Cloud offer packaging and pricing changes
  • BYOC Cloud pricing model changes
  • Fair use voice transcription pricing changes

Contact center

  • Agent-owned callback requests and Scheduled Callbacks view
  • Skill matching for predictive routing
  • Dutch and Korean voice transcription view and search support

Deprecations

  • Architect Get Journey Sessions by customer action removal
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February 9, 2022

Contact center

  • Introducing Agent Assist in select regions
  • Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
  • Workforce management shifts and shift history management enhancements
  • Update ACD and language skills on an interaction in a queue with Routing API

Deprecations

  • Workforce management time-off requests for non-consecutive days deprecation
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November 10, 2021

Contact center

  • Bot Performance views
  • Routing detail columns in Performance views
  • Open messaging API enhancements

Integrations

  • Add non-E.164 number to Other Phone field for collaboration integrations

Deprecations

  • Recording Service API metadata endpoint annotation deprecation
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November 3, 2021

Contact center

  • Monitor ongoing value of predictive routing
  • Sentiment analysis columns in Performance views
  • Additional development and feedback modules for agents

Deprecations

  • Collaborate call functionality on mobile devices deprecation
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August 25, 2021

Communicate

  • Conversation header support for BYOC Cloud trunks
  • DID number port increase for Genesys Cloud Voice

Contact center

  • Update ACD and language skills on an interaction in a queue with Routing API

Platform

  • Assign data tables within divisions

Deprecations

  • Max Calls replacement for BYOC Cloud trunks
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June 23, 2021

Contact center

  • Introducing predictive routing
  • Agent development views for development and feedback modules and coaching appointments
  • Voice coaching API for call monitoring
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June 2, 2021

Contact center

  • Introducing the Amazon Lex V2 integration with Architect flows
  • Increased routing duration for bullseye and preferred agent methods
  • Out-of-the-box topics for speech and text analytics
  • Improved voice transcription accuracy for English language regions
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March 31, 2021

Communicate

  • Custom SIP response code for maximum call setting in trunk configurations

Contact center

  • New queue configuration tabs
  • Manually assign waiting interactions in a queue

Integrations

  • Okta for Genesys Cloud SCIM

Deprecations

  • Coaching permissions change
  • CIDR IP address range for cloud media service change
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March 17, 2021

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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December 2, 2020

Communicate

  • 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

Deprecations

  • ACD routing permissions change
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January 22, 2020

Contact center

  • Blind transfer for voice interactions enhancement

Integrations

  • 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

Platform

  • 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

Integrations

  • Amazon Lex integration for inbound message flows
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