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Contact center Release Notes - Genesys Cloud Resource Center

Genesys Cloud – Contact center category

List of the Genesys Cloud release notes that include Contact center updates.

August 16, 2023Click to collapse

Contact center

Additional voice transcription accuracy improvements for Japanese
Sensitive Data Masking for voice interactions
Additional CX 1 Digital Add-On II capabilities
Co-browse for web messaging read-only fields and buttons
Dashboards summary page enhancements
Dashboard management for administrators
Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

Search Audits view deprecation
BYOC Cloud TLS X.509 certificate renewal
Certificate Authority change for Microsoft Teams integration
Release Notes category improvements

August 9, 2023Click to expand

August 02, 2023Click to expand

Contact center

Updated WhatsApp pricing structure
Copy and share interaction transcripts
Web messaging inbound custom attribute size limit requests
SMS short code number in France
Improved workload balancing in predictive routing

Integrations

Two score-setting options for ranking waiting interactions

Platform

PCI DSS recertification
Genesys Cloud WhatsApp Embedded signup self-service onboarding
Subscribe to events from the Operational Console

Deprecations and announcements

Deprecation: Outbound Search Audits view
Mandatory SMS US and Canada registration

July 26, 2023Click to expand

July 19, 2023Click to expand

July 12, 2023Click to expand

July 5, 2023Click to expand

Contact center

Extended voice transcription services support for additional English dialects and German Switzerland
Improved native voice transcription accuracy for specific English dialects
Trigger Process Automation from any Evaluation State Change
Assign a permission to grant a role to a user by division

Deprecations and announcements

Deprecation of legacy Dialog Engine postponement

June 28, 2023Click to expand

June 21, 2023Click to expand

June 14, 2023Click to expand

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Drill down to dashboard performance views
Real time alerting based on agent’s after call work duration
Improved dashboard create and edit options
Show or hide top viewed articles in Support Center
Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

Resource Center improvements
Telephony Extensions now support Divisions

Deprecations and announcements

Legacy alerting system deprecation
External Contact directory pages external organization logo removal

June 7, 2023Click to expand

Collaborate

Support for MDM browser authentication for Collaborate for iOS

Contact center

Workforce management time-off requests user interface improvements
Improvements to playback screen recordings
Workforce management and HR Integration System (HRIS) integration
Modify the default whisper tone in Architect
Real-time alerting for waiting interactions
Introducing improved alerting

Integrations

Client information in the embedded clients interaction window

Deprecations and announcements

Journey customer service deprecation

May 31, 2023Click to expand

May 24, 2023Click to expand

Communicate

Message Waiting Indicator improvements

Contact Center

Improved voice transcription accuracy for English language regions
Gamification metrics creation workflow improvements
Enhance predictive routing accuracy with participant data
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Integrations

Support for JSON format output in trigger notifications
Trigger creation support for user activity topic

Deprecations and announcements

JourneyCustomer cookie ID from GDPR API subjects response deprecation
LiveNow permission change

May 17, 2023Click to expand

Communicate

Additional ringtone options for Communicate for iOS and Android

Contact Center

Agent email editor enhancements

Email signatures appended to agent email

Set SMS Phone Number pre-contact digital rule action

Perform multiple actions on an email

Add and remove flexibility for email history in agent emails

Introducing Queue Wrap-up Summary Report

Introducing static download links for export

Integrations

8×8 integration

May 10, 2023Click to expand

May 3, 2023Click to expand

Communicate

Support for MDM browser authentication for Communicate for iOS

Contact Center

Additional voice transcription accuracy for Arabic
Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
Automatically reschedule time zone skipped contacts

Platform

Identify unused roles and permissions in the Admin UI
Display number of interactions routed via non-predictive routing method due to timeout

Deprecations and announcements

BYOC Premises—Customer VM Solution deprecation

April 26, 2023Click to expand

Contact Center

Generative AI to summarize agent digital interactions
New workforce management scheduling menu
Automatic language detection for digital interactions
Show or hide top searched articles in Support Center
Bulk changes to knowledge base question and answer articles
Copy an existing evaluation or web survey form
Customer Journeys tab in the Interactions View
Canned responses source code/HTML editor
Access to Queue Agent Details View by division membership

Integrations

Introduction of OAuth 2.0 for custom SMTP integration

Deprecations and announcements

Customer journey tab replacement

April 19, 2023Click to expand

April 12, 2023Click to expand

April 5, 2023Click to expand

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 29, 2023Click to expand

Communicate

Built-in Genesys Cloud WebRTC diagnostics application improvements

Contact Center

External contacts Profile tab updates
Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
Archive and unarchive learning modules

Integrations

Automatic regionalization of endpoints for existing Google Cloud TTS and STT integrations
Custom voices support for the Google Cloud Text-to-Speech integration

Deprecations and announcements

Static data actions for web service data actions integration removal

March 22, 2023Click to expand

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, 2023Click to expand

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

March 8, 2023Click to expand

Collaborate

Set time to return to previous status after users disconnect and reconnect

Communicate

US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

Introducing Genesys Cloud Background Assistant for screen recording with the web app
Introducing regional storage for call recordings
SSML support in Genesys Dialog Engine Bot Flows
New Search endpoint
New variables and improvements for scripts
Improved do not contact (DNC) list functionality to support custom values
Communicate call classification update

March 1, 2023Click to expand

Contact center

Introducing homescreen configuration for Messenger
Knowledge articles in Messenger
Agent Log-in Log-out report
Status duration data for agents
Analytics workspace improvements
Delayed reaction triggers for process automation

Platform

Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

Mandatory US and Canada SMS/MMS registration
Deprecation of select filters in Analytics API in Predictive Engagement postponement
End of Analytics Conversation Detail Endpoint API query interval change allowlist
CIDR IP address range for cloud media services expansion

February 22, 2023Click to expand

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

February 15, 2023Click to expand

Contact center

Status metrics for multiple queues on Performance Dashboards
Support for capitalization and punctuation in native voice transcription for English transcripts
Improved sentiment analysis for English
Knowledge workbench Dutch language support

Deprecations and announcements

CIDR IP address range for cloud media services expansion postponement
Canned reports deprecation date updates

February 8, 2023Click to expand

February 1, 2023Click to expand

Contact center

Participant names and avatars in Genesys Messenger
Sentiment data in Topic Trends views

Platform

Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

Windows 8 and 8.1 support for the desktop app deprecation
Identify Journey SDK method in Predictive Engagement deprecation
API endpoint change for local key settings in recording service

January 25, 2023Click to expand

Collaborate

Control access to the /giphy chat command

Contact center

Callback outcomes metrics
Evaluation Assistance
Evaluation, survey, and assessment form builder enhancements
Additional voice transcription accuracy improvements for Spanish

Platform

Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

January 18, 2023Click to expand

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

January 11, 2023Click to expand

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

December 21, 2022Click to expand

Contact center

Co-browse for web messaging
Automatic email signatures in canned responses
Enhanced canned responses editor options
Rich media in knowledge base articles
Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

Introducing the Google Cloud Speech-to-Text (STT) integration
Microsoft Teams integration enhancements

Platform

Single sign-on configuration enhancements

Deprecations and announcements

OS Family attribute in Predictive Engagement
Windows 7 support for the desktop app deprecation
Canned reports deprecation date updates
CIDR IP address range for cloud media services expansion postponement

December 14, 2022Click to expand

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

December 7, 2022Click to expand

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

November 30, 2022Click to expand

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

November 16, 2022Click to expand

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

November 9, 2022Click to expand

November 2, 2022Click to expand

Communicate

International number plans as outbound routes changes

Contact center

Introducing Genesys Cloud digital licenses
Agentless email notifications
Outbound email campaigns
Delivery status receipts for outbound email campaigns
Manage time zones for outbound email campaigns
Increased email size limit for custom SMTP integrations
New filters and columns in Content Search view
AudioHook billing for active use only
Cumulative uploads of external metrics for performance scorecards

Deprecations and announcements

API endpoint change for local key settings in recording service
CIDR IP address range for cloud media services expansion

October 26, 2022Click to expand

October 19, 2022Click to expand

October 12, 2022Click to expand

October 5, 2022Click to expand

September 28, 2022Click to expand

Contact center

Cards for bot conversations
Carousels for bot conversations
Manually assign waiting interactions
Routing metrics added to Queue Agent Detail and Agents Queues Detail views
Interactions views fax column and filter
Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Platform

Improved user activity indicators
Genesys Cloud subscription name updates

Deprecations

API default profile change for gamification metrics postponement

September 21, 2022Click to expand

September 14, 2022Click to expand

Collaborate

Video chat participant notifications

Contact center

Introducing the Knowledge Performance dashboard
My Interactions view for agents
Genesys Messenger conversation auto-start
Audience size estimator for action maps in Predictive Engagement
Test regular expression slot types before implementation
Nuance Mix integration in Architect secure flows
Amazon Lex V2 bots in Architect secure flows
Google Cloud Dialogflow CX bots in Architect secure flows
Nuance TTS integration in Architect secure flows
Genesys Enhanced TTS in Architect secure flows
988 Suicide Hotline number plan available with Genesys Cloud Voice
Genesys Messenger support for Portuguese
Intent miner French language support

September 7, 2022Click to expand

August 31, 2022Click to expand

August 24, 2022Click to expand

August 17, 2022Click to expand

August 10, 2022Click to expand

Contact center

Copy a development and feedback module
Genesys Beyond module enhancements
Configure setting to reduce latency of transcripts sent through Notifications API
Messenger Transport Mobile SDK
Use self-managed AWS Key Management Service for conversation data encryption

Platform

South America (São Paulo) region deployment

Deprecations

Microsoft Edge Legacy browser support deprecation
Website visitor count API change

August 3, 2022Click to expand

July 27, 2022Click to expand

July 20, 2022Click to expand

July 13, 2022Click to expand

Collaborate

Genesys Cloud video chat setting improvements

Communicate

Introducing BYOC Premises Customer Hardware Solution
Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

Topic trends summary and detail views
Agent ACD skills and language proficiency routing improvement
Improved default program list in speech and text analytics settings
Japanese voice transcription support

Deprecations

Website visitor count API change

July 6, 2022Click to expand

June 29, 2022Click to expand

June 22, 2022Click to expand

Contact center

Reset and reassign development and feedback modules
Interaction evaluation form version tracking
Blocked offer views for Predictive Engagement journey action maps
Rich text formatting in bot messages
Interactions UI improvement
Intent miner Spanish language support
Web chat widget support for Google Fonts

Deprecations

Canned reports deprecation
API default profile change for gamification metrics

June 15, 2022Click to expand

June 8, 2022Click to expand

June 1, 2022Click to expand

May 25, 2022Click to expand

May 18, 2022Click to expand

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

May 11, 2022Click to expand

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

May 4, 2022Click to expand

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

April 27, 2022Click to expand

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

April 20, 2022Click to expand

April 13, 2022Click to expand

April 6, 2022Click to expand

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

March 30, 2022Click to expand

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

March 23, 2022Click to expand

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

March 16, 2022Click to expand

March 9, 2022Click to expand

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

March 2, 2022Click to expand

February 23, 2022Click to expand

February 16, 2022Click to expand

February 9, 2022Click to expand

February 2, 2022Click to expand

January 26, 2022Click to expand

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

January 19, 2022Click to expand

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

January 12, 2022Click to expand

December 15, 2021Click to expand

Communicate

Telephony terminology changes

Contact center

Send custom attributes with web messages
Agentless Notification API enhancement for SMS and open messaging
Analytics Detail Events for the EventBridge integration
Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

CX as Code

December 8, 2021Click to expand

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

December 1, 2021Click to expand

November 17, 2021Click to expand

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

November 10, 2021Click to expand

November 3, 2021Click to expand

October 27, 2021Click to expand

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Acoustic analysis information for voice interactions in the Details tab
Ability to provide feedback to sentiment analysis
Audience size estimator for action maps in Predictive Engagement

Deprecations

Max Calls replacement for BYOC Cloud trunks
Collaborate call functionality on mobile devices deprecation postponement

October 20, 2021Click to expand

October 13, 2021Click to expand

October 6, 2021Click to expand

September 29, 2021Click to expand

September 22, 2021Click to expand

September 15, 2021Click to expand

September 8, 2021Click to expand

September 1, 2021Click to expand

Collaborate

Content management file sharing URL change

Communicate

SRV record support for TLS for BYOC Cloud trunks

Contact center

Assign Google Dialogflow bot events for canceled interactions
France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
Email reply enhancement

Platform

Cape Town Africa satellite region deployment
Assign schedules, schedule groups, and call routing objects within divisions
Standardized client SDK logging and configuration

Deprecations

API endpoint change for supported topic spotting dialects

August 25, 2021Click to expand

August 18, 2021Click to expand

August 11, 2021Click to expand

August 4, 2021Click to expand

July 28, 2021Click to expand

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

July 21, 2021Click to expand

July 14, 2021Click to expand

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

July 7, 2021Click to expand

June 30, 2021Click to expand

June 23, 2021Click to expand

June 16, 2021Click to expand

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

June 9, 2021Click to expand

June 2, 2021Click to expand

May 26, 2021Click to expand

May 19, 2021Click to expand

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

May 12, 2021Click to expand

May 5, 2021Click to expand

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

April 28, 2021Click to expand

April 21, 2021Click to expand

April 7, 2021Click to expand

March 31, 2021Click to expand

March 24, 2021Click to expand

March 17, 2021Click to expand

March 10, 2021Click to expand

March 3, 2021Click to expand

February 24, 2021Click to expand

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

February 17, 2021Click to expand

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

February 10, 2021Click to expand

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

February 3, 2021Click to expand

January 27, 2021Click to expand

January 20, 2021Click to expand

January 13, 2021Click to expand

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

December 16, 2020Click to expand

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

December 9, 2020Click to expand

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

December 2, 2020Click to expand

November 18, 2020Click to expand

November 4, 2020Click to expand

Communicate

CIDR IP address range for cloud media services

Contact center

Genesys Virtual Agent Services available in the AppFoundry
Bot versioning in Genesys Dialog Engine

Platform

Genesys Cloud rebranding update

Deprecations

Screen recording policy changes for Genesys Cloud 2 users
Create Site API call attribute requirement change
Bridge server deprecation update
CIC data connector deprecation update

October 28, 2020Click to expand

October 21, 2020Click to expand

October 14, 2020Click to expand

Communicate

Configure beep tones for line recording

Contact center

Email Performance view reports
Analytics Aggregates Endpoint API for sentiment analysis

Integrations

Introducing the Microsoft Teams integration

Platform

Disable Collaborate video

Deprecations

Limit interaction history for external contacts and organizations to 30 days deprecation
Default word confidence change in speech and text analytics settings

October 7, 2020Click to expand

September 30, 2020Click to expand

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

September 23, 2020Click to expand

Contact center

Introducing sentiment analysis
Enhanced player on interaction detail page
Richer customer journey context for agents
Business hours scheduling for Predictive Engagement web chats
Change history log for Predictive Engagement
Configurable default prompts in Genesys Dialog Engine

Integrations

IP addresses for emails sent using the custom SMTP server integration

Deprecations

Export Media Types and Role real-time columns data into .csv files deprecation

September 16, 2020Click to expand

September 9, 2020Click to expand

September 2, 2020Click to expand

August 26, 2020Click to expand

August 19, 2020Click to expand

August 5, 2020Click to expand

July 29, 2020Click to expand

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

July 22, 2020Click to expand

July 15, 2020Click to expand

Communicate

DID and toll-free number management enhancements

Contact center

External Calling dialing mode for outbound campaigns
Reset Performance views to default settings
Filter by multiple items in Performance views
Filter by skills and languages in Skills Performance view
Launch workflows from the Architect API
Contact verification and interaction history enhancements for all regions

July 8, 2020Click to expand

July 1, 2020Click to expand

Communicate

TLS transport protocol for BYOC Cloud trunks
Force TURN for WebRTC implementations
Network capture for troubleshooting

Contact center

Google Dialogflow environments for an Architect flow
New Date Span options for Metric widgets in Performance Dashboards
Supervisor actions in Agent Status widget in Performance Dashboards
Contact verification and interaction history enhancements for additional selected regions

Deprecations

Long polling for Genesys Cloud clients and network configurations deprecation removal
Data sync connector deprecation update
Web services data dip connector deprecation update

June 24, 2020Click to expand

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

June 17, 2020Click to expand

Contact center

Introducing Nuance Text-to-Speech integration
Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
Get Journey Sessions by Customer action and Get Journey Session action in Architect

Deprecations

Screen recording, evaluations, and surveys permissions change postponement

June 10, 2020Click to expand

Communicate

Genesys Cloud Voice in London

Contact center

New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
New filters in Skills and DNIS views
New columns in Interactions view
New filters in Interactions view

Platform

New dimensions and metric in Analytics API
Use a single grant type across regions for secure authentication
Journey JavaScript SDK enhancement for refined tracking and segmentation
Journey JavaScript SDK enhancement for web actions

June 3, 2020Click to expand

May 27, 2020Click to expand

May 20, 2020Click to expand

May 13, 2020Click to expand

May 6, 2020Click to expand

April 29, 2020Click to expand

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, 2020Click to expand

April 8, 2020Click to expand

April 1, 2020Click to expand

Contact center

Log an agent out of Genesys Cloud from agent views
Disassociate an agent from a station
Web chat widget support for accessibility
Use * and # as terminating characters in Architect call flows
New fonts and font sizes in ACD email

Platform

Disable Collaborate chat
Premium application purchase enhancements

Deprecations

TLS 1.0 protocol deprecation removal
ACD routing permissions change postponement

March 25, 2020Click to expand

March 18, 2020Click to expand

March 4, 2020Click to expand

February 19, 2020Click to expand

February 12, 2020Click to expand

Contact center

Agentless SMS notifications
SMS number purchase for countries that require supporting documentation
Exclude IP addresses in Predictive Engagement web tracking
New wrap-up code columns in agent interactions views
Interactions views improvement
Export view custom participant attributes
Export view data locale setting

Integrations

Azure Active Directory for Genesys Cloud SCIM
Generic single sign-on provider

February 5, 2020Click to expand

January 29, 2020Click to expand

January 22, 2020Click to expand

January 15, 2020Click to expand

January 8, 2020Click to expand

December 18, 2019Click to expand

December 11, 2019Click to expand

November 27, 2019Click to expand

November 20, 2019Click to expand

November 13, 2019Click to expand

November 6, 2019Click to expand

October 30, 2019Click to expand

October 23, 2019Click to expand

October 9, 2019Click to expand

October 2, 2019Click to expand

September 25, 2019Click to expand

September 18, 2019Click to expand

September 11, 2019Click to expand

September 4, 2019Click to expand

August 28, 2019Click to expand

August 21, 2019Click to expand

August 7, 2019Click to expand

July 31, 2019Click to expand

July 24, 2019Click to expand

July 17, 2019Click to expand

July 10, 2019Click to expand

July 3, 2019Click to expand

June 19, 2019Click to expand

June 5, 2019Click to expand

May 29, 2019Click to expand

May 22, 2019Click to expand

May 8, 2019Click to expand

May 1, 2019Click to expand

April 24, 2019Click to expand

April 17, 2019Click to expand

April 10, 2019Click to expand

April 3, 2019Click to expand

March 27, 2019Click to expand

March 20, 2019Click to expand

March 6, 2019Click to expand

February 27, 2019Click to expand

February 20, 2019Click to expand

February 13, 2019Click to expand

February 6, 2019Click to expand

January 30, 2019Click to expand

January 23, 2019Click to expand

January 16, 2019Click to expand

January 2, 2019Click to expand

December 26, 2018Click to expand

December 19, 2018Click to expand

December 12, 2018Click to expand

December 5, 2018Click to expand

November 28, 2018Click to expand

November 21, 2018Click to expand

November 14, 2018Click to expand

October 31, 2018Click to expand

October 24, 2018Click to expand

October 17, 2018Click to expand

October 3, 2018Click to expand

September 12, 2018Click to expand

September 5, 2018Click to expand

August 29, 2018Click to expand

August 22, 2018Click to expand

August 15, 2018Click to expand

August 1, 2018Click to expand

July 25, 2018Click to expand

July 18, 2018Click to expand

July 11, 2018Click to expand

July 4, 2018Click to expand

June 27, 2018Click to expand

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 20, 2018Click to expand

June 13, 2018Click to expand

May 30, 2018Click to expand

May 23, 2018Click to expand

May 16, 2018Click to expand

May 9, 2018Click to expand

May 2, 2018Click to expand

April 25, 2018Click to expand

April 18, 2018Click to expand

March 28, 2018Click to expand

March 21, 2018Click to expand

March 7, 2018Click to expand

February 21, 2018Click to expand

February 14, 2018Click to expand

January 31, 2018Click to expand

January 24, 2018Click to expand

January 17, 2018Click to expand

January 10, 2018Click to expand

December 20, 2017Click to expand

December 13, 2017Click to expand

December 6, 2017Click to expand

November 29, 2017Click to expand

November 22, 2017Click to expand

November 15, 2017Click to expand

November 8, 2017Click to expand

October 25, 2017Click to expand

October 18, 2017Click to expand

October 11, 2017Click to expand

October 4, 2017Click to expand

September 27, 2017Click to expand

September 20, 2017Click to expand

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

September 13, 2017Click to expand

September 6, 2017Click to expand

August 30, 2017Click to expand

August 23, 2017Click to expand

August 9, 2017Click to expand

July 26, 2017Click to expand

July 12, 2017Click to expand

July 5, 2017Click to expand

June 28, 2017Click to expand

June 21, 2017Click to expand

June 14, 2017Click to expand

June 7, 2017Click to expand

May 31, 2017Click to expand

May 17, 2017Click to expand

May 10, 2017Click to expand

May 3, 2017Click to expand

April 26, 2017Click to expand

April 12, 2017Click to expand

April 5, 2017Click to expand

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

March 29, 2017Click to expand

March 15, 2017Click to expand

March 8, 2017Click to expand

March 1, 2017Click to expand

February 15, 2017Click to expand

February 8, 2017Click to expand

February 1, 2017Click to expand

January 25, 2017Click to expand

January 18, 2017Click to expand

January 11, 2017Click to expand

January 4, 2017Click to expand

December 28, 2016Click to expand

December 14, 2016Click to expand

November 23, 2016Click to expand

October 26, 2016Click to expand

October 19, 2016Click to expand

October 12, 2016Click to expand

October 5, 2016Click to expand

Platform

Developer Forum
Developer Center code samples and tutorials for API calls
SDKs for JavaScript, Python, Ruby, and C#

Communicate

Bulk import for phone configurations

Contact center

Permissions for Dashboard, Queues, and Agents views
Support for HTML formatting in responses and ACD emails
Secure pause button
Dutch and European Spanish language support in Architect
Third-party call list cleansing service
No-answer timeout campaign setting
Real-time schedule adherence
Maximum number of agents per management unit

September 28, 2016Click to expand

September 21, 2016Click to expand

September 14, 2016Click to expand

September 7, 2016Click to expand

August 17, 2016Click to expand

August 10, 2016Click to expand

July 27, 2016Click to expand

July 22, 2016Click to expand

July 20, 2016Click to expand

July 13, 2016Click to expand

July 6, 2016Click to expand

June 29, 2016Click to expand

June 22, 2016Click to expand

June 15, 2016Click to expand

June 8, 2016Click to expand

June 1, 2016Click to expand

May 25, 2016Click to expand

May 11, 2016Click to expand

April 27, 2016Click to expand

April 20, 2016Click to expand

March 30, 2016Click to expand

March 23, 2016Click to expand

March 9, 2016Click to expand

March 2, 2016Click to expand

Platform

New support workflow for Genesys Cloud Pro+ organizations

Collaborate

New UI for profile setup
Ability to open video chats in pop-out window

Contact center and Communicate

Group ring
Ability to copy interactions through the Agent UI

Integrations

Single Sign On support for Okta
Single Sign On support for SFDC
Improvements to Genesys Cloud for Salesforce
Salesforce Data Dip Connector is now available in East Asia (Japan) region
Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
Web Services Data Dip Connector is now available in East Asia (Japan) region
Zendesk Data Dip Connector is now available in East Asia (Japan) region

February 5, 2016Click to expand

December 18, 2015Click to expand