Genesys Cloud - workforce management tag

List of the Genesys Cloud release notes that include the workforce management release notes tag.
February 16, 2022

Contact center

  • Workforce management adherence reporting usability enhancements
  • Not Responding filter and columns in Interactions views

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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

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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

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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

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January 12, 2022

Contact center

  • Access control enhancement for call recording segments

Deprecations

  • Workforce management adherence permission change

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December 22, 2021

Communicate

  • EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

  • Introducing the Amazon EventBridge integration
  • Introducing the Nuance Mix integration for voice and digital flows

Deprecations

  • Agent interaction UI collapse/expand control removal
  • Horizontal script panel in agent interaction UI removal
  • Workforce management historical data import service JSON format endpoint deprecation

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December 8, 2021

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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November 17, 2021

Contact center

  • Time-off enhancements for workforce management
  • Ensemble model and Theta method for workforce management automatic best method forecasting
  • Additional columns and filter in Queues Performance views
  • Additional recording and evaluation filters and columns in Interactions view
  • Development Aggregate API for development and feedback modules
  • Additional French sentiment analysis support
  • Screen recording download permission

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September 8, 2021

Contact center

  • Channel switching in agent interaction UI
  • Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
  • Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
  • Filter interaction transcripts by customer sentiment score and trend in Content Search view
  • Audit log viewer for workforce management historical imports

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August 18, 2021

Contact center

  • Introducing knowledge workbench
  • Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
  • External tag filter for interactions in Performance views
  • Filter digital interactions by media type in Content Search view
  • Access workforce management in forecasting historical data via API

Platform

  • Proof Key for Code Exchange grant for OAuth 2 authorization

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July 14, 2021

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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July 7, 2021

Contact center

  • Audit log viewer for workforce management forecasts

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May 26, 2021

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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May 19, 2021

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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February 24, 2021

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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February 10, 2021

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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January 20, 2021

Contact center

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

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January 13, 2021

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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December 9, 2020

Platform

  • Clone a user in an authorized organization enhancement

Communicate

  • Identify assigned phone numbers

Contact center

  • Enhancements to the workforce management rescheduling process
  • Improved estimated wait time calculation
  • Turn off evaluation form question group weights

Deprecations

  • Replace call with voice in Sentiment Aggregates API change
  • Analytics Conversation Detail Endpoint API maximum record per query change
  • Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
  • Analytics User Detail Endpoint API query interval change postponement
  • Analytics Conversation Detail Endpoint API query interval change postponement

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October 28, 2020

Contact center

  • Introducing workforce management work plan rotations
  • Add an interaction to an existing coaching appointment
  • Interaction’s detail page improvements
  • WEM add-on price reduction
  • Routing Used filter and column in Performance views
  • Provider filter in Performance views

Deprecations

  • Screen recording policy changes for Genesys Cloud 2 users postponement

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October 7, 2020

Contact center

  • Workforce management planning group improvements
  • View agent development activities using APIs

Integrations

  • Interaction widgets for client application integrations

Deprecations

  • Screen recording policy changes for Genesys Cloud 2 users

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September 30, 2020

Communicate

  • Geo-Lookup TURN for WebRTC implementations

Contact center

  • Download individual non-voice interaction recordings
  • View agent workforce management schedules on iOS devices
  • Sync workforce management schedules to external calendars with QR codes
  • Pass data between Genesys Cloud and Google Dialogflow
  • Long code support for outbound SMS campaigns
  • Save and dial non-E.164 numbers for external contacts

Platform

  • Desktop applications have a new name

Deprecations

  • Genesys Cloud Ruby SDK deprecation

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August 26, 2020

Contact center

  • UK English and Australian English voice transcription support
  • View an agent’s secondary status in select views
  • Contact list filters for messaging campaigns
  • Export skill and language group queue metrics in Queues Performance Detail view

Integrations

  • Introducing Genesys Cloud for Salesforce SDK

Platform

  • The Resource Center has a new name

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August 19, 2020

Contact center

  • Introducing voice transcription
  • View workforce management schedule changes with the audit log viewer
  • Third-party text-to-speech (TTS) engines for bot integrations
  • Configure intent disambiguation in Genesys Dialog Engine
  • Agent toolbar usability improvement

Deprecations

  • Internet Explorer support for Genesys Cloud embedded client deprecation

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July 29, 2020

Communicate

  • Port DID number management enhancement for Genesys Cloud Voice

Contact center

  • View agent workforce management schedules on Android devices
  • Google Dialogflow integration in Architect chat and messaging flows
  • Digital flow support for Flow Performance views
  • New filters for Flow Performance views
  • Performance Dashboards enhancement

Deprecations

  • TLS 1.1 protocol deprecation removal

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