voicemail
April 5, 2023
Platform
- Automatic inactivity timeout improvement
- Maximum voicemail recording length setting
Contact Center
- Introducing the Data Actions Performance views
- Introducing new Topic tab in agent, queue, and flow summary and detail views
- Extended voice transcription services support for Arabic and Hebrew right to left languages
- Topics and phrases support for Arabic right to left languages
- Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
- Data action in rule conditions for digital campaigns
- Notification message for conversation disconnect
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
March 22, 2023
Communicate
- Transcription for Communicate voicemails
- Active speaker indicators
Contact Center
- Additional voice transcription accuracy improvements for Spanish
- Approve time-off requests based on agent hire date
- Evaluation source in evaluation cards
- Enhanced pagination control in analytics workspace views
- Queue Performance Summary chart view
- Metric values in views with duration statistics
- Transcription for Communicate voicemails
- Restricted access to details about predictive routing agents
- Delete a knowledge base
Deprecations and announcements
- Deprecation of select filters in Analytics API in Predictive Engagement
March 15, 2023
Contact Center
- Topic spotting improvement
- Extend after call work (ACW) timeout settings to digital channels
- Agent requested after call work (ACW) option
- After call work (ACW) analytics for callbacks improvement
- Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
- Genesys natural language understanding (NLU) improvements
Integrations
- Genesys AppFoundry improvements
Deprecations and announcements
- Static data actions for web service data actions integration
- Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation
May 4, 2022
Contact center
- Workforce management agent schedule enhancements
- Expanded inbound MMS support for SMS messages
- Outbound MMS support for SMS messages
- DNC.com integration for Do Not Contact lists enhancements
- Performance report for queues with predictive routing
- Ability to remove PII from voicemail and fax notifications
Integrations
- Amazon EventBridge topics for conversation and flow metrics
Platform
- API usage report
- CX as Code support for Architect flows
- Genesys Cloud fair use policy documentation improvement
Deprecations
- Deprecation of workforce management time-off requests for non-consecutive days
July 24, 2019
Contact center
- Network connectivity alerts in interactions
- Language agnostic voicemail transfer in Architect
April 4, 2018
Integrations
- ACD voicemail enhancement in Genesys Cloud for Salesforce
- ACD voicemail enhancement in Genesys Cloud for Zendesk
- ACD voicemail enhancement in Genesys Cloud for Chrome
September 6, 2017
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
July 5, 2017
Communicate
- Forward a voicemail
- Local site routing for Edge groups
Contact center
- Disable answering machine detection in call analysis responses
June 21, 2017
Communicate
- Voicemail messages for group ring
Contact center
- Configurable transfer timeout in Architect
April 5, 2017
Platform
- AWS Direct Connect support
Collaborate
- Voicemail access directly from email notifications
- Out of Office status date range
Communicate
- Edge and Media Tier release notes
Contact center
- Intraday monitoring view
Integrations
- Email interactions support for Genesys Cloud for Salesforce
- Email interactions support for Genesys Cloud for Zendesk
- Email interactions support for Genesys Cloud for Chrome
