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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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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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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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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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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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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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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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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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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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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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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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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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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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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Contact center

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

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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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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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Contact center

• Introducing preferred agent routing
• Co-browse session improvements

Platform

• Organization settings improvement

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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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