workforce management


February 22, 2023

Communicate

  • Require the WebRTC Media Helper
  • WebHID technology for Jabra headsets re-enablement

Contact center

  • Improved interval granularity for a specific time span during performance metrics exports
  • Improved module scheduling
  • Scorecard tab improvements in the agent activity view

Deprecations and announcements

  • journeyCustomer cookie id from GDPR API subjects response deprecation
  • Customer journey tab replacement
  • Genesys legacy Dialog Engine deprecation
  • Knowledge workbench V1 deprecation
[View details]

January 18, 2023

Collaborate

  • Video setting improvements

Contact center

  • Introducing the Genesys Cloud EX license
  • Online Agents count metric and Owned by Me filter for Performance Dashboards
  • Multiple media type filter support in views and exports

Deprecations and announcements

  • Identify Journey SDK method in Predictive Engagement deprecation
  • OS Family attribute in Predictive Engagement
  • CIDR IP address range for cloud media services expansion
[View details]

January 11, 2023

Contact center

  • Specify a default panel for agent interactions
  • Conversation autostart for mobile platforms
  • Extended voice transcription services text decoration support
  • Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
  • Improved voice transcription accuracy for Japanese
  • Historical adherence bulk request

Deprecations and announcements

  • End of Analytics Conversation Detail Endpoint API query interval change allowlist
[View details]

December 14, 2022

Communicate

  • WebHID technology for Jabra headsets
  • Telephony administrator user interface updates

Contact center

  • Genesys Agent Assist available in Genesys Cloud Embedded Clients
  • Import and export knowledge base articles in additional formats
  • No input timeout settings in Genesys Digital Bot Flows
  • Call digital bot flows from Architect in-queue message flows
  • Sentiment data in Agent Queue Detail and Queue Agent Detail views
  • Topic spotting improvement
  • Japanese programs, topics, and phrases support
  • Usability improvements to messaging and email in the Transcript tab
  • Genesys Cloud forecasting user interface updates

Deprecations and announcements

  • Genesys Cloud SSO certificate expiry
  • CIDR IP address range for cloud media services expansion
[View details]

December 7, 2022

Communicate

  • Ringtone options for web and desktop apps

Contact center

  • Predictive routing queue impact report
  • Limited details for interactions older than 1.5 years available in all regions
  • Auto search for callbacks and outbound campaign calls in the Profile panel
  • Offset parameter added in recording bulk job API
  • Do Not Contact list endpoints for record removal
  • Genesys Messenger support for Hebrew
  • Tempo icon in Genesys Cloud
  • Workforce management time-off plan accessibility improvements
  • Knowledge workbench V2 accessibility improvements

Deprecations and announcements

  • Microsoft Edge Legacy browser support deprecation
[View details]

November 30, 2022

Contact center

  • Introducing topic mining
  • Historical shrinkage data
  • Filter by topic dialect
  • Work plan information in agent schedule views
  • Messenger headless support
  • Increased email size limit for custom AWS integrations
  • Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
  • Microsoft Azure Cognitive Services TTS in Architect secure flows
  • Email configuration UI updates
[View details]

November 16, 2022

Communicate

  • Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

  • Genesys Agent Assist in agent workspaces
  • Delayed arrival notifications to supervisors in Genesys Tempo™
  • Coaching appointment configuration improvement
  • Improved voice transcription accuracy for Spanish
  • Limited details for interactions older than 1.5 years available in select regions

Platform

  • IP addresses for data actions integrations automatically allowed
[View details]

November 9, 2022

Contact center

  • 988 Suicide Hotline number plan available for all organizations
  • Analyze feedback from the knowledge optimizer
  • Google Cloud Dialogflow CX Resell integration in Architect secure flows
  • Genesys Tempo™ employee access settings
[View details]

October 26, 2022

Contact center

  • Predictive routing benefit assessment for preferred agent routing
  • Destination address dimension in Conversation Detail record
  • Workforce management UI accessibility improvements

Deprecations

  • API default profile change for gamification metrics
[View details]

July 20, 2022

Contact center

  • Skill expression groups available in select regions
  • Pre-contact and post-contact rule sets for outbound digital campaigns
  • System Dispositions condition type added to call rules for outbound dialing campaigns
  • Cover art for development and feedback modules
  • Query historical adherence data via GET request for workforce management
[View details]

June 8, 2022

Contact center

  • Workforce management forecast modification limit increase

Integrations

  • Google Cloud Dialogflow CX Resell available in AppFoundry

Platform

  • Optionally disable built-in application authorizations
[View details]

May 18, 2022

Contact center

  • Introducing AudioHook Monitor
  • Mandatory US and Canada SMS toll-free number verification
  • Retrieve estimated wait times for different media types in Architect flows
  • Use random functions in Architect decision actions
  • Parity in agent performance views with agent metrics reports
  • Export and import forecast in user-selected time zone for workforce management
  • Secure pause recordings when not a conversation participant in Conversations API

Platform

  • Enable automatic capture of console logs for troubleshooting

Deprecations

  • Agent interaction UI collapse/expand control removal
[View details]

May 11, 2022

Communicate

  • Introducing hybrid telephony connections

Contact center

  • Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
  • Recycle a digital campaign
  • Enhanced customer journey view for Predictive Engagement administrators
  • Shrinkage Reporting API for workforce management
  • Ability to provide feedback to sentiment analysis in French dialects
  • Dutch programs, topics, and phrases support

Integrations

  • Amazon EventBridge topic for wrap-up codes
  • Amazon EventBridge topics for external contacts and after call work events

Platform

  • Updated icons in the Genesys Cloud UI
[View details]

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
[View details]

April 27, 2022

Contact center

  • Authenticated web messaging
  • ”Bring your own keys” for recording encryption
  • SSML support for language capabilities in Genesys Dialog Engine Bot Flows
  • Toll-free number and long code support in NANP for outbound SMS campaigns
  • Map secondary presence statuses to workforce management activity codes
  • Workforce management view adherence permission

Deprecations

  • Workforce management adherence permission change
[View details]

April 20, 2022

Contact center

  • Filter interaction transcripts by detected topics in Content Search view
  • Audit log viewer for workforce management time-off limits and time-off plans
[View details]

April 6, 2022

Communicate

  • Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

Contact center

  • Inline images in canned responses
  • Ability to disable call analysis and answering machine detection
  • Email, message, and chat transcript enhancements
  • Configure workforce management activities as interruptible for coaching

Deprecations

  • Workforce management adherence permission change
[View details]

March 30, 2022

Contact center

  • Predictive routing for email interactions
  • Predictive routing for message interactions
  • Coaching UI improvements
  • Coaching and learning by division access
  • Architect Flush Audio action
  • Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
  • Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

  • The Developer Center has a new look
  • Introducing Developer Center Notifications Monitor

Deprecations

  • Deprecation of workforce management time off requests for non-consecutive days
[View details]

March 23, 2022

Contact center

  • Introducing analytics workspace
  • Average Hold Handled and ACW Handled columns in Performance views
  • Improved customer sentiment scoring
  • Workforce management import service enhancement
  • Configurable Messenger position for web messaging
  • Web messaging delivery status notifications
  • Campaign and campaign sequence schedule improvements

Platform

  • US East 2 (Ohio) region deployment

Deprecations

  • Agent interaction UI collapse/expand control removal
[View details]

March 9, 2022

Contact center

  • Introducing Architect built-in voicemail flow
  • Flow milestone views and flow outcomes and performance view updates
  • Scheduled Callbacks view improvements
  • Expanded workforce management audit log details
  • View the creation date and time of a schedule or forecast
  • Inspirational quotes replacement

Integrations

  • Maximum instances per organization for Amazon EventBridge integration

Deprecations

  • Horizontal script panel in agent interaction UI removal
  • Workforce management adherence permission change
[View details]

February 16, 2022

Contact center

  • Workforce management adherence reporting usability enhancements
  • Not Responding filter and columns in Interactions views
[View details]

February 9, 2022

Contact center

  • Introducing Agent Assist in select regions
  • Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
  • Workforce management shifts and shift history management enhancements
  • Update ACD and language skills on an interaction in a queue with Routing API

Deprecations

  • Workforce management time-off requests for non-consecutive days deprecation
[View details]

January 26, 2022

Collaborate

  • Collaborate chat improvement

Communicate

  • Customize caller ID information with prioritized caller selection

Contact center

  • Create workforce management schedules without a forecast
  • Workforce management schedule validation error severity enhancement
  • Simplified recording and quality policy configuration
  • Evaluation summary in agent activity view

Integrations

  • Automatic log out of single sign-on provider
[View details]

January 19, 2022

Contact center

  • Redesigned roster in agent interaction UI
  • Performance views for Predictive Engagement action maps, segments, and outcomes
  • Set skills and interaction priority in Architect in-queue flows
  • Audit log viewer for workforce management time-off requests and shift trades

Integrations

  • Delete data actions support

Deprecations

  • Architect Get Journey Sessions by Customer action removal
[View details]

January 12, 2022

Contact center

  • Access control enhancement for call recording segments

Deprecations

  • Workforce management adherence permission change
[View details]

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