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SMS messages
Contact center
- Introducing homescreen configuration for Messenger
- Knowledge articles in Messenger
- Agent Log-in Log-out report
- Status duration data for agents
- Analytics workspace improvements
- Delayed reaction triggers for process automation
Platform
- Hong Kong, Jakarta, and Paris satellite region deployment
Deprecations and announcements
- Mandatory US and Canada SMS/MMS registration
- Deprecation of select filters in Analytics API in Predictive Engagement postponement
- End of Analytics Conversation Detail Endpoint API query interval change allowlist
- CIDR IP address range for cloud media services expansion
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Communicate
- Additional Force TURN IP addresses now available
Contact center
- Content templates for messaging campaigns
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Contact center
- Introducing outbound SMS campaigns
Platform
- Limit organization access to users with specified IP addresses
- Usage APIs for premium applications
Deprecations
- Long polling for Genesys Cloud clients and network configurations deprecation update
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Contact center
- Introducing improved workforce management features for all regions
- New inbound media columns and filters in Performance views
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
- Screen recording, evaluations, and surveys permissions change
Platform
- Genesys Cloud training moves to Genesys Beyond
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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
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Contact center
- Agentless SMS notifications
- SMS number purchase for countries that require supporting documentation
- Exclude IP addresses in Predictive Engagement web tracking
- New wrap-up code columns in agent interactions views
- Interactions views improvement
- Export view custom participant attributes
- Export view data locale setting
Integrations
- Azure Active Directory for Genesys Cloud SCIM
- Generic single sign-on provider
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