voice

Customer engagement

• Conditional group routing as the timeout routing method for preferred agent routing
• Require the WebRTC Media Helper
• Custom music for agent-initiated hold duration
• End interactions automatically when agents logoff
• Improved media handling for outbound message attachments

Data, analytics, and reporting

• Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
• Introducing the Genesys Cloud Analytics Add-on (A3S)
• Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

• Genesys Cloud for Chrome extension update
• Calling party ID in p-asserted identity SIP header
• Yealink headsets support

Self service and automation

• Additional formatting for knowledge workbench v2 articles
• Test digital bot flows in real time
• Intent health in Architect bot flows and digital bot flows

Workforce engagement

• Quality evaluation scores now available as a gamification metric

Deprecations and announcements

• US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
• Arrow Electronics partnership and end of preconfigured edge appliances program
• Deprecation: CX digital agent workspace (digital desktop only)
• Japanese translation of “idle” inconsistency

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Contact center

• Agent evaluation details export generation for multiple agent
• Workforce management business unit and service goal template impact override settings
• Increased limits for workforce management dimensions
• Topic miner Spanish language support

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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

• Voice interaction coaching and monitoring
• Data actions as a voice campaign pre-call or post-call rule action
• Automatic bot responses
• Assign flow outcome within divisions
• Sentiment score metric added to Transcripts Aggregate API
• Polish voice transcription support

Deprecations

• Workforce management adherence permission change
• API endpoint change for supported topic spotting dialects

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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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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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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

• 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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Integrations

• Secure pause in Genesys Cloud for Salesforce and Genesys Cloud for Zendesk

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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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Contact center

• Consult transfers to queues
• Create a queue from an existing queue

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Communicate

• Toll-free number porting into Genesys Cloud Voice

Contact center

• Callback routing
• ACD-routed preview calls
• User Status Detail report
• Japanese language support

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