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supervising
Contact center
- Aggregate detail views
- Flag problematic calls
- New HTML editor for email messages
Integrations
- Premium applications in the AppFoundry
- Skype for Business integration
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Contact center
- Authenticated web chat
- Configurable whisper audio
- Agents Performance views
- Skills-based analytics view
- Interactions view enhancements
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Platform
- Sample of enhanced Genesys Cloud invoice
Communicate
- Persistent connection for WebRTC phones
Contact center
- Queues performance summary row
- Configure failed transfer audio within transfer actions
Integrations
- Credential types and authentication flows for web services data actions integration
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Platform
- Genesys Cloud invoice enhancements
Contact center
- Alert notifications deleted after 30 days
Integrations
- Zendesk data actions integration
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Platform
- Free seating organization setting
Communicate
- USB-based Edge pairing
- Support for China-specific encryption certificates in Edge pairing process
Contact center
- Enhanced user selection in report editor
- Interactions view enhancements
Integrations
- Genesys Cloud data actions integration
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Contact center
- ACD voicemail routing
- Co-browse for voice interactions
- Queues Activity views enhancements
- Callback filter in contact center dashboards and views
- Contact Property call rule condition enhancement
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Platform
- APIs for External Contacts features
Contact center
- Campaign event viewer
- Queues performance detail bar graph
- Pop a URL from the default script
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Platform
- Open Data Exporter tool for workforce management integrations
Contact center
- Search parameters for interactions performance views
- Orphaned recording recovery
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Collaborate
Communicate
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
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Platform
- Developer Forum
- Developer Center code samples and tutorials for API calls
- SDKs for JavaScript, Python, Ruby, and C#
Communicate
- Bulk import for phone configurations
Contact center
- Permissions for Dashboard, Queues, and Agents views
- Support for HTML formatting in responses and ACD emails
- Secure pause button
- Dutch and European Spanish language support in Architect
- Third-party call list cleansing service
- No-answer timeout campaign setting
- Real-time schedule adherence
- Maximum number of agents per management unit
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Platform
- Genesys Cloud Partner Directory
Communicate
Contact center
- New Queues Activity views
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Genesys Cloud Platform
Engage
- Queue activation permission
- Custom interaction details for web chats
- Agent alias for web chats
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