routing


November 2, 2022

Communicate

  • International number plans as outbound routes changes

Contact center

  • Introducing Genesys Cloud digital licenses
  • Agentless email notifications
  • Outbound email campaigns
  • Delivery status receipts for outbound email campaigns
  • Manage time zones for outbound email campaigns
  • Increased email size limit for custom SMTP integrations
  • New filters and columns in Content Search view
  • AudioHook billing for active use only
  • Cumulative uploads of external metrics for performance scorecards

Deprecations and announcements

  • API endpoint change for local key settings in recording service
  • CIDR IP address range for cloud media services expansion
[View details]

October 26, 2022

Contact center

  • Predictive routing benefit assessment for preferred agent routing
  • Destination address dimension in Conversation Detail record
  • Workforce management UI accessibility improvements

Deprecations

  • API default profile change for gamification metrics
[View details]

October 5, 2022

Contact center

  • Skill expression groups
  • Define ring membership by queue
  • Improved knowledge workbench V2 import and export
  • Agent utilization in improved estimated wait time calculations
  • Platform

    • API Explorer refresh
    • Updated Genesys Knowledge Network
    [View details]

    September 28, 2022

    Contact center

    • Cards for bot conversations
    • Carousels for bot conversations
    • Manually assign waiting interactions
    • Routing metrics added to Queue Agent Detail and Agents Queues Detail views
    • Interactions views fax column and filter
    • Microsoft Azure Cognitive Services text-to-speech (TTS) integration

    Platform

    • Improved user activity indicators
    • Genesys Cloud subscription name updates

    Deprecations

    • API default profile change for gamification metrics postponement
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    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
    [View details]

    September 16, 2020

    Contact center

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

    January 22, 2020

    Contact center

    • Blind transfer for voice interactions enhancement

    Integrations

    • Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
    [View details]

    October 9, 2019

    Contact center

    • Introducing preferred agent routing
    • Co-browse session improvements

    Platform

    • Organization settings improvement
    [View details]

    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
    [View details]