Genesys Cloud - workforce management tag
List of the Genesys Cloud release notes that include the workforce management release notes tag.
June 24, 2020
Contact center
- Contact verification and interaction history enhancements for selected regions
- Add Workforce Engagement Management to subscriptions
- Template messages for agents using WhatsApp
- Increased limit for Agent Performance views filters
- Digital flow outcome functionality in Architect and Analytics API
- Assign Google Dialogflow bot events for non-responsive callers
- Barge-in functionality for Google Dialogflow enabled by default
Integrations
- Introducing Adobe data actions integration
- Introducing Adobe Experience Platform integration for profile lookup
Deprecations
- Screen recording, evaluations, and surveys permissions change
May 27, 2020
Contact center
- Introducing coaching with quality management
- Add an agent’s workforce management schedule to an external calendar
May 6, 2020
Contact center
- Introducing improved workforce management features for all regions
- New inbound media columns and filters in Performance views
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
- Screen recording, evaluations, and surveys permissions change
Platform
- Genesys Cloud training moves to Genesys Beyond
April 29, 2020
Platform
- New AWS region deployments
- Refresh tokens for secure authentication
Communicate
- Genesys Cloud Voice availability for new AWS region
- BYOC Cloud availability for new AWS regions
Contact center
- Introducing improved workforce management features for selected regions
- Improved ACD messaging for Facebook Messenger
- Inbound MMS support for SMS messages
- Interrupt a Google Dialogflow agent in an Architect flow
Integrations
- SMTP server integration for outbound emails
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
- Contact center dashboard in Performance Overview menu deprecation removal
April 22, 2020
Contact center
- Protect recordings from deletion for legal hold directive
Platform
- AppFoundry enhancement for resellers
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation postponement
March 25, 2020
Contact center
- Amazon Lex integration in Asia Pacific (Sydney) AWS region
Platform
- Go SDK
Deprecations
- ACD routing permissions change postponement
- WFM forecasting After Call Work and Average Talk Time deprecation postponement
February 19, 2020
Contact center
- Short code support for SMS messages
Platform
- New monitoring metric in Analytics API
Deprecations
- ACD routing permissions change
- WFM forecasting After Call Work and Average Talk Time deprecation
- TLS 1.0 protocol for data actions deprecation
- iOS Supervisor chat deprecation removal
November 6, 2019
Contact center
- Chat flow and chatbot support for web chat widget and Predictive Engagement
- Allowed domains for web chat
- Dynamically reference groups in Architect
- Dynamically reference user by email in Architect
- Export time value format option
- Add or copy activities to agent schedules
- Email inline images
- Email forwarding
Integrations
- IP addresses for outbound data action traffic
June 19, 2019
Contact center
- Introducing workforce management shift trading
- Dynamically referenced users in Architect
- Spam email handling
- BCC email address field for outbound ACD emails
May 22, 2019
Contact center
- IVR flow performance views
- IVR flow metrics in Analytics API
- Architect flow outcome functionality
- Architect menu move
- Workforce management short-term forecasting enhancement
Deprecations
- Classic agents performance views deprecation
- Agent dashboard deprecation
- Outbound campaign: Detailed attempt history report deprecation
February 27, 2019
Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
December 5, 2018
Collaborate
- Mobile badge notifications
Communicate
- Improved WebRTC connection times with Trickle ICE
Contact center
- New transfer metrics in the Analytics API
- Historical adherence in the schedule editor
October 24, 2018
Contact center
- Italian TTS and ASR language support
- Delete all contacts in a contact list API call
- Agent schedule change notifications
September 12, 2018
Contact center
- Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
- Workforce management agent scheduling enhancements
- Run Now option on reports page
August 22, 2018
Platform
- Introducing Features coming soon
Contact center
- Advanced workforce management short-term forecasting techniques
- Granular permission set in Architect
- Access Architect from the Routing menu
- Wrap-up Notes column in Interactions view and Agents Interactions Detail view
- Danish language support
June 27, 2018
Platform
- WebRTC Softphone SDK
Communicate
- Media metrics and diagnostic recording enhancements
Contact center
- Increased agent limit in workforce management units
- Workforce management shrinkage percentage intervals
- Status duration in the workforce management real-time adherence view
- Workforce management intraday monitoring enhancements
- Workforce management schedule editor enhancements
- Save filter and column settings in performance views
- Link external contacts to external sites
- Finnish language support
June 13, 2018
Contact center
- Add contact numbers to DNC lists in agent scripts
- Workforce management permissions updates
February 21, 2018
December 20, 2017
Communicate
- User to User Information (UUI) support
- Phone provisioning from the cloud
Contact center
- Web chat schedules
- Enhanced support for external contacts in interactions
- Maximum shift start time variance
December 6, 2017
Contact center
- Undo or redo unsaved schedule changes
- Log in and log out times in Agent Activity Summary reports
October 25, 2017
Contact center
- Architect bypass audio sequence support for call flows
- Workforce management short-term forecasting enhancements
- Workforce management supported media types
Integrations
- Microsoft Dynamics 365 data actions integration
- Support for Active Directory Connector custom attributes
September 27, 2017
Platform
- Notifications API topic and open source project for WFM RTA integrations
Contact center
- Architect Call.CurrentQueue built-in variable for in-queue call flows
- Global outbound campaign call settings
Integrations
- Store chat transcripts in Salesforce activity records
September 20, 2017
Contact center
- Secure call flows in Architect
- Architect Exit and Next Loop actions for all call flow types
- Automatic email responses
- Substitutions for canned responses
- Bulk addition of queues to agents
- Callbacks in reports and alerts
- Workforce management schedule administration enhancements
- Workforce management export enhancements
Integrations
- Custom client applications integration
- Web services data actions integration
July 26, 2017
Platform
- APIs for schedule management and IVR configuration
- New invoice system
Collaborate
- Hunt groups
Contact center
- Historical schedule adherence
- Keep campaign running option
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
