Contact center

• Interaction details and transcript UI improvements
• Subscribe to transcripts through Notifications API
• Journey aggregate query API for non-offered action states enhancement

Platform

• Audit log viewer enhancement
• Developer Guides

Deprecations

• Skype for Business integration deprecation
• Recording Service API metadata endpoint annotation deprecation
• Journey JavaScript SDK specific mappable customer traits deprecation
• Journey Reporting Service decommission postponement

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Contact center

• Introducing intent miner

Integrations

• SSE-KMS support for AWS S3 recording bulk actions integration

Platform

• Disable Directory navigation

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Collaborate

• Video chat enhancements

Contact center

• Introducing open messaging
• Gamification leaderboard scope and reporting intervals customization
• Enhanced agent workforce management schedule views in Genesys Tempo mobile application

Integrations

• Introducing the Zoom Meetings integration
• Salesforce Omni-Channel chat routing in Genesys Cloud

Deprecations

• Collaborate call functionality on mobile devices deprecation
• Journey JavaScript SDK specific mappable customer traits deprecation postponement

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Contact center

• Audit log viewer for workforce management forecasts

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Contact center

• Introducing predictive routing
• Agent development views for development and feedback modules and coaching appointments
• Voice coaching API for call monitoring

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Communicate

• WebRTC Media Helper for VDI environment

Contact center

• Introducing Architect common module flows
• Permission to activate and deactivate queue membership
• New custom actions and usability improvements for script designers
• Caller ID and caller name specification on Callback API
• Bring Your Own Technology (BYOT) billing changes

Deprecations

• Facebook Messenger HUMAN_AGENT message tag deprecation
• Predictive Engagement outcome limitation change
• Topics and programs audit events name change

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Contact center

• Introducing the Amazon Lex V2 integration with Architect flows
• Increased routing duration for bullseye and preferred agent methods
• Out-of-the-box topics for speech and text analytics
• Improved voice transcription accuracy for English language regions

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Contact center

• Introducing Architect flow outcome milestones
• View bot flow utterance history
• Enhancements to workforce management forecasts

Deprecations

• Incoming non-voice interaction alert ringtone change
• Reduced data retention period for journey history change

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Contact center

• Add external links for coaching appointments
• View participant data attributes in the interaction detail page
• Audit log viewer for workforce management schedules and work plans

Deprecations

• Journey JavaScript SDK specific mappable customer traits deprecation
• Predictive Engagement webhooks deprecation
• Reduced data retention period for journey history postponement
• Predictive Engagement outcome limitation change postponement

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Contact center

• Amazon Polly Neural TTS Voices support
• Returned results count from Analytics API endpoint Elasticsearch queries
• Spain Spanish, South African English, and Indian English programs, topics, and phrases support

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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

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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

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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

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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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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

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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

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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

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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

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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

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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

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Communicate

• Make and receive WebRTC calls on iPhones

Contact center

• Scheduled Callbacks view usability enhancements
• Export view data advanced options
• Analytics Aggregates API for sentiment analysis on digital interactions

Platform

• Restore deleted OAuth clients
• Set Collaborate chat message retention

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Contact center

• Workforce management work plan validation enhancements
• France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support

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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

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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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