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Integrations Release Notes - Genesys Cloud Resource Center

Genesys Cloud – Integrations category

List of the Genesys Cloud release notes that include Integrations updates.

August 23, 2023Click to collapse

Data, analytics, and reporting

Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
Real-time agent filtering and agent updates

Self service and automation

Nuance Mix integration support in Canada
JSON variables and states in Architect bot flows and digital bot flows

August 16, 2023Click to expand

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 19, 2023Click to expand

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 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

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

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 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

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

August 31, 2022Click to expand

July 27, 2022Click to expand

July 6, 2022Click to expand

June 8, 2022Click to expand

June 1, 2022Click to expand

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

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

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

December 22, 2021Click to expand

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

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

November 10, 2021Click to expand

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

April 21, 2021Click to expand

March 31, 2021Click to expand

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

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 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

August 26, 2020Click to expand

August 5, 2020Click to expand

July 8, 2020Click to expand

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

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

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 22, 2020Click to expand

November 6, 2019Click to expand

October 30, 2019Click to expand

August 21, 2019Click to expand

August 7, 2019Click to expand

January 23, 2019Click to expand

October 3, 2018Click to expand

August 15, 2018Click to expand

August 1, 2018Click to expand

July 11, 2018Click to expand

April 18, 2018Click to expand

April 4, 2018Click to expand

March 21, 2018Click to expand

March 14, 2018Click to expand

December 13, 2017Click to expand

November 15, 2017Click to expand

November 8, 2017Click to expand

October 25, 2017Click to expand

October 18, 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

August 9, 2017Click to expand

June 28, 2017Click to expand

June 7, 2017Click to expand

May 10, 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 22, 2017Click to expand

February 8, 2017Click to expand

January 18, 2017Click to expand

November 9, 2016Click to expand

November 2, 2016Click to expand

October 19, 2016Click to expand

September 19, 2016Click to expand

August 12, 2016Click to expand

August 10, 2016Click to expand

August 3, 2016Click to expand

June 15, 2016Click to expand

June 1, 2016Click to expand

May 25, 2016Click to expand

May 18, 2016Click to expand

April 27, 2016Click to expand

April 13, 2016Click to expand

March 30, 2016Click to expand

March 16, 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 19, 2016Click to expand

February 12, 2016Click to expand

February 5, 2016Click to expand

January 22, 2016Click to expand

November 13, 2015Click to expand

October 23, 2015Click to expand

Communicate

Call forwarding is now available

Collaborate

Improvements to chat roster
New chat commands
Desktop support for native idle handling

Integrations

Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
Updates to the Salesforce Object Routing Connector

October 16, 2015Click to expand

Communicate

Inbound OneNumber Fax

Collaborate

Ability to share documents with external parties via a simple link
Ability to configure security profiles for document access

Integrations

Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
Updates to the Zendesk Screen Pop Connector