telephony

September 1, 2021

Collaborate

Content management file sharing URL change

Communicate

SRV record support for TLS for BYOC Cloud trunks

Contact center

Assign Google Dialogflow bot events for canceled interactions
France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
Email reply enhancement

Platform

Cape Town Africa satellite region deployment
Assign schedules, schedule groups, and call routing objects within divisions
Standardized client SDK logging and configuration

Deprecations

API endpoint change for supported topic spotting dialects

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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 30, 2021

Communicate

Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

Use Architect prompts in Google Dialogflow bots

Platform

Virtual Desktop Infrastructure

Deprecations

Journey Reporting Service decommission
Genesys Cloud Ruby SDK deprecation

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June 9, 2021

Communicate

User to User Information (UUI) enhancement for remote stations
DTMF support in active calls

Contact center

Audit trail improvements in Interaction Details view
Improved agent external contacts experience
New audio alert for non-voice interactions

Platform

Genesys Cloud Command Line (CLI) enhancements

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May 5, 2021

Communicate

Search for external contacts and organizations on mobile devices

Contact center

Topic manager and topic spotting support for queues and flows
Configurable messaging threading timeline
Export Architect flows in YAML format
External contacts bulk APIs for notes and relationships
Journey aggregate query API for non-offered action states

Deprecations

CIDR IP address range for cloud media services change completed

[View details]

April 28, 2021

Contact center

New columns in Interactions view
Coaching added to WEM Upgrade subscriptions

Deprecations

Coaching permissions change
Keyword spotting endpoints deprecation
CIDR IP address range for cloud media services change

[View details]

April 21, 2021

Contact center

Introducing development and feedback modules for agents
Gamification start date selection
Transcripts Aggregate API for detected topics
Transcript search API enhancements

Integrations

Multiple certificates for single sign-on providers

Deprecations

Predictive Engagement outcome limitation change
CIDR IP address range for cloud media services change

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April 14, 2021

Platform

Asia Pacific (Mumbai) region deployment

Deprecations

CIDR IP address range for cloud media services change

[View details]

April 7, 2021

Contact center

New location for quality management evaluations and surveys
Additional Spanish sentiment analysis support

Platform

Developer Center refresh

Deprecations

CIDR IP address range for cloud media service change

[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

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March 24, 2021

Contact center

Acoustic analysis information in Transcript URL API

Deprecations

CIDR IP address range for cloud media service change
Topics and programs audit events name change
Quality Management Audit API change

[View details]

March 10, 2021

Contact center

Increased maximum wait time in Architect email and message flows
Operational bot reporting API
External Contacts bulk API

Platform

Full support for Microsoft Edge Chromium
Genesys Cloud HTTP cookies

Deprecations

CIDR IP address range for cloud media services change

[View details]

March 3, 2021

Contact center

Content Search view for voice transcripts
Search interactions for SIP signaling information for all regions
Route voice interactions based on external contact information
Record ACD agent consult calls
Screen recording limit increase

[View details]

February 24, 2021

Contact center

Introducing Architect Dialog Engine bot flows
Introducing performance management and gamification
Track agent attrition
View historical data within workforce management best method forecasts
Introducing historical data import for workforce management best method forecasting
New Adobe Experience Platform Launch extension for Predictive Engagement

Deprecations

CIDR IP address range for cloud media services change

[View details]

February 17, 2021

Communicate

Make and receive WebRTC calls on Android devices

Contact center

Search interactions for SIP signaling information for selected regions
Agent evaluation comment indicator
Call recording playback and transcription synchronization
Voice transcription support for BYOC Premises
Frequency capping on Predictive Engagement web action offers

Integrations

AWS Lambda data actions integration enhancement

Deprecations

Predictive Engagement webhooks deprecation
Journey history data retention period change

[View details]

February 10, 2021

Communicate

BYOC Cloud custom SIP headers for improved carrier interoperability
Extended maintenance window for cloud-based Edge updates

Contact center

Introducing programs, topics, and phrases for speech and text analytics
US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
Coaching appointment scheduling with workforce management
Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

Introducing the Zoom Phone integration

Deprecations

Replace call with voice in Sentiment Aggregates API change

[View details]

February 3, 2021

Contact center

Spain Spanish, German, South African English, and Indian English voice transcription support

Deprecations

CIDR IP address range for cloud media services change
Create Site API call attribute requirement change

[View details]

January 13, 2021

Communicate

DID and toll-free number management enhancements

Contact center

Sentiment analysis for digital interactions
Voice transcription enhancement in speech and text analytics API
Undo or redo changes to a workforce management work plan
Genesys Predictive Engagement rebranding

Deprecations

Export Media Types and Role real-time columns data into .csv files deprecation
Limit journey and interaction history for external contacts and organizations to 365 days deprecation

[View details]

December 9, 2020

Platform

Clone a user in an authorized organization enhancement

Communicate

Identify assigned phone numbers

Contact center

Enhancements to the workforce management rescheduling process
Improved estimated wait time calculation
Turn off evaluation form question group weights

Deprecations

Replace call with voice in Sentiment Aggregates API change
Analytics Conversation Detail Endpoint API maximum record per query change
Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
Analytics User Detail Endpoint API query interval change postponement
Analytics Conversation Detail Endpoint API query interval change postponement

[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]

November 4, 2020

Communicate

CIDR IP address range for cloud media services

Contact center

Genesys Virtual Agent Services available in the AppFoundry
Bot versioning in Genesys Dialog Engine

Platform

Genesys Cloud rebranding update

Deprecations

Screen recording policy changes for Genesys Cloud 2 users
Create Site API call attribute requirement change
Bridge server deprecation update
CIC data connector deprecation update

[View details]

October 21, 2020

Communicate

Additional Force TURN IP addresses now available

Contact center

Content templates for messaging campaigns

[View details]

October 14, 2020

Communicate

Configure beep tones for line recording

Contact center

Email Performance view reports
Analytics Aggregates Endpoint API for sentiment analysis

Integrations

Introducing the Microsoft Teams integration

Platform

Disable Collaborate video

Deprecations

Limit interaction history for external contacts and organizations to 30 days deprecation
Default word confidence change in speech and text analytics settings

[View details]