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text chat
Contact center
- Queues Activity Detail view usability improvement
- Performance Dashboards enhancement
- Voice transcription search improvements
- Predictive Engagement integration with Adobe Analytics
- Chat emoji enhancement
- Canned responses editor improvement
Deprecations
- Analytics User Detail Endpoint API query interval change
- Analytics Conversation Detail Endpoint API query interval change
- Limit journey and interaction history for external contacts and organizations to 365 days postponement
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Contact center
- Outbound email on behalf of a queue
Integrations
- Genesys Cloud for CIC co-browse feature
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Communicate
- Ability to rename inbox recordings
Contact center
- Dialpad for agent interactions
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Communicate
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
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- Updated user profile layout
- New location for group chat notification
Integrations
- Outbound dialing and script support in Genesys Cloud for Salesforce
- Outbound dialing and script support in Genesys Cloud for Zendesk
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- New user statuses
- Increased chat room participant limits
Contact center
- Configurable alerts for interaction statistics
Integrations
- Genesys Cloud for Salesforce Console API logout event
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- Delete files from chat
- Add custom and structured attributes to documents
Contact center
- Transfer to voicemail added to Architect
- Load-based schedule generation
- Short-term forecasting
- Campaign rules for outbound dialing
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
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Platform
- Consolidated user interface
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Communicate
- Call forwarding is now available
Collaborate
- Improvements to chat roster
- New chat commands
- Desktop support for native idle handling
Integrations
- Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
- Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
- Updates to the Salesforce Object Routing Connector
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