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This article describes all Genesys Cloud Embeddable Framework releases. For more information, see About Genesys Cloud Embeddable Framework.
Configurable interaction deallocation period for embeddable framework
Administrators can now configure the interaction deallocation period in the Genesys Cloud Embeddable Framework. This feature allows organizations to remove the default two-minute delay that keeps completed interactions on the agent roster, helping to reduce roster clutter and align conversation removal behavior with their workflows. Administrators can turn off the deallocation period to remove completed interactions immediately or retain a grace period for workflows that require time to complete post-call activities: Settings.
Universal Logout for linked clients
Administrators can now enable a Universal Logout setting that synchronizes user-initiated logouts across linked clients. When enabled, logging out of one client automatically logs the user out of all other active clients. This organization-level setting helps provide a more consistent experience across embedded and integrated applications: How Universal Logout in Genesys Cloud affects embedded clients logout?
Configure WebRTC client alerting
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active: Change your WebRTC phone settings.
Control download access for voicemail recordings
Administrators can now control download access for voicemail recordings by assigning a dedicated download permission. This update allows only authorized users to download non-ACD voicemail recordings. Users without this permission can no longer download voicemail recordings. This change helps improve data security and supports compliance by restricting access to sensitive recording data.: Access personal and group voicemail.
Support for Proof Key for Code Exchange (PKCE) grant type authorization
Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow: Create an OAuth client.
Support for Group Name attribute for group ring calls
Administrators can now configure the Embedded Framework to display the Group Name attribute for incoming voice interactions routed through group ring. This enhancement enables agents and supervisors to immediately identify the group context of an incoming call. The Group Name attribute is available only for voice interactions associated with group ring and appears as part of the incoming interaction details: Interactions in the client menu and Condensed conversation information.
Agent ownership support for customer first callbacks
Administrators can now enable agent ownership for Customer First Callbacks (CFC), allowing the system to reserve the original agent before dialing the callback. This enhancement helps maintain relationship continuity by ensuring follow-up callbacks are handled by the same agent and supports automated dialing, call analysis, and retry logic for agent-owned callbacks. In addition, the maximum duration an agent can own a scheduled callback has increased from 7 days to 30 days. These capabilities align Customer First Callbacks with existing Agent First Callback features and help improve agent productivity and sales conversion: Schedule a callback.
Snippet recording for ACD calls
Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances. Snippet recordings are a separate category of recordings from policy-based recordings, with distinct administrative configuration and permissions for lifecycle and access control: Record snippets in ACD calls.
Message parking option
Agents can now park and resume message conversations, including social DMs, open messaging, web messaging, and SMS, for a configurable duration (default: 7 days). Supervisors can view and transfer parked messages, monitor parking metrics in analytics, and manage interactions from analytics dashboards: Park and resume a message interaction in embedded clients.
Introduction to the Queue ID attribute in conversation data
Developers can now use the new Queue ID attribute in their Genesys Cloud Embeddable Framework implementations. The attribute is available through Condensed Conversation Information and can be used to perform custom logic based on queue details, enabling greater control and flexibility when building integrations: Condensed conversation information.
Administrators can now select Singapore or Mexico as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Support divisions for external contacts
Administrators can now assign external contacts to a division and limit the users only to see and interact with the contacts relevant to their division. The division to which an external contact is assigned can be displayed in the UI within both the external contact search results and the interaction details: Interaction attributes.
Prevent agents from staying on queue without a selected station
Administrators can now remove the Telephony > Station > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue: Log out of phone in embedded clients, Select a phone, and Change your status.
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Call controls.
Agents can now disable WebRTC audio and alerting notifications within the embedded client. This helps to eliminate audio interference when agents use the Genesys Cloud desktop or browser client as the main client alongside the embedded client: Disable WebRTC audio and alerting notifications and Change your WebRTC phone settings.
Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.
Agents now have the ability to park email interactions and return to them later, manage email drafts and pick up where they left off when they return to the parked email: Park and resume an email interaction, and Add Parked Conversation widget.
Developers can now use the Utilization Labels in the click-to-dial functionality that categorizes the conversation: clickToDial.
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.
Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.
Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.
Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted: Blind transfer an interaction.
Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.
Agents can now select ringtones for their call alerts: Configure notifications.
Administrators can enable and embed the WEM activity view in the organization’s website or application through a URL provided by the Genesys Cloud for Embeddable Framework. This widget enables agents to access schedules, evaluations, and stand-alone gamification features: Add WEM activity widget.
Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.
Administrators can now configure the display conversation information in the interaction window: Interaction window in embedded clients.
Agents can now control ringer volume of interactions that alert when you are not on call: Configure notifications.
Warning message added for the enableServerSideLogging parameter for the feature settings: settings (Genesys Cloud Developer Center).
Administrators can set the after call work timeout settings for all digital channels including voice, email, chat, message, and callback, and agents can initiate after call work as needed for ACD interactions that are not automatically assigned after call work: Wrap up an interaction and Call controls.
Agents can now access Genesys Agent Assist from the embedded interaction window if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist.
Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Administrators can now use the interaction attribute Interaction.ParticipantPurpose to define the participant type in an interaction: Interaction attributes (Genesys Cloud Developer Center).
Agents can identify the group voicemail from the personal voicemail and have the option to call back the original caller from the voicemail options: Access personal and group voicemail.
Developers can now use the Interaction.Message.getTranscript action to get the web message transcripts: Interaction web message transcript.
Administrators can now use the Genesys Predictive Engagement widget to access the customer journey panel: Add Genesys Predictive Engagement widget.
The integration now supports Genesys Cloud web messaging: About messages and Migrate from chat to Genesys Cloud web messaging.
Administrators can now select Mumbai as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Developers can now use the interaction attribute call.UUIData to add data received from inbound calls or sent with outbound calls to activity records, call logs, or interaction details: Interaction attributes (Genesys Cloud Developer Center) and Condensed conversation information (Genesys Cloud Developer Center).
Agents that use Chrome or Edge browsers can now pick up or disconnect alerting interactions from system notifications: Configure notifications.
The WebRTC phone settings can now be accessed through the WebRTC Phone window. Previously, the settings were only accessible through the client: Browser window for WebRTC phones and Change your WebRTC phone settings.
Agents can now configure which speakers the ringer uses: Log in to the client, Select a phone, and Change your WebRTC phone settings.
Developers can now use the interaction attribute Interaction.HoldTime in interaction details to display the current hold duration: Interaction attributes (Genesys Cloud Developer Center).
Agents can now control the ringer volume of interactions that alert when they are connected to a call or callback interaction: Configure notifications.
Genesys ended support for Internet Explorer as a web browser for the Genesys Cloud embedded clients on October 21, 2020. For more information, see Deprecation: Internet Explorer support for the Genesys Cloud embedded clients.
The integration now exposes the ability to transfer interactions to non-secure and secure IVR flows with the Interaction.updateState action: Interaction.updateState (Genesys Cloud Developer Center).
On October 21, 2020, Genesys will no longer support using Internet Explorer as a web browser for the Genesys Cloud embedded clients. For more information, see Deprecation: Internet Explorer support for the Genesys Cloud embedded clients.
A status timer now tracks how long a user has been in a particular status or On Queue: Status timer.
The integration now exposes the ability to blind, consult, and conclude transfer interactions with the Interaction.updateState action: Interaction.updateState (Genesys Cloud Developer Center).
Agents can now disconnect callback interactions after they schedule a follow-up callback. Previously, agents could not disconnect a callback interaction until they placed a call: Respond to a callback interaction.
Developers can now use the interaction attribute startTime in generic interaction objects to indicate when the first participant joined a conversation. Updated descriptions for the interaction attributes endTime and connectedTime: Condensed conversation information (Genesys Cloud Developer Center)..
Added agent performance statistics for callback interactions: View agent performance statistics.
Scripts are now available on all chat, email, or message interactions to or from a queue: Scripts.
Developers can now select Canada, Seoul, or London as their Genesys Cloud environment: clientIds (Genesys Cloud Developer Center).
Agents can view notifications about their time off requests in the client: Access schedule notifications.
Agents can view their schedule in the client: View your schedule.
Developers can now configure which call control elements appear in the client and in what order: settings (Genesys Cloud Developer Center).
Removed support for Safari.
The format of the Interaction.Chat.getTranscript object now uses a callback function. For more information, see the announcement in the Developer Forum and getTranscript (Genesys Cloud Developer Center).
Added the dedicatedLoginWindow query string parameter for private deployments: iframe URLs (Genesys Cloud Developer Center).
Developers can now use the interaction attributes Interaction.TotalIvrTime in interaction details and totalIvrDurationSeconds in generic interaction objects to indicate how long an interaction spends in the IVR before being connected to an agent: Interaction attributes (Genesys Cloud Developer Center) and Condensed conversation information (Genesys Cloud Developer Center).
Developers can now use the interaction attributes Interaction.TotalAcdTime in interaction details and totalAcdDurationSeconds in generic interaction objects to indicate how long an interaction spends being routed to an agent: Interaction attributes (Genesys Cloud Developer Center) and Condensed conversation information (Genesys Cloud Developer Center).
Developers can subscribe to an interaction event to be notified when a call placed for a callback interaction ends: subscribe (Genesys Cloud Developer Center).
Administrators can enable scopes in OAuth clients for private and public versions of Genesys Cloud Embedded Client to limit the application’s access to a Genesys Cloud organization’s data. Rather than grant complete access to a Genesys Cloud organization’s account, administrators can define the scope of access given to applications built in Genesys Cloud: Administrators requirements for the Genesys Cloud embedded clients and Create an OAuth client.
Agents and administrators can view notifications for shift trade requests in the client: Access schedule notifications.
Developers can customize the text colors and background colors for notification types and individual notifications: theme object for settings) (Genesys Cloud Developer Center) and theme object for notifyUser (Genesys Cloud Developer Center).
Developers can enable agents to view their call history in the client: Access call history and settings (Genesys Cloud Developer Center).
Agents can view notifications for released evaluations and quality evaluators can view notifications for interaction evaluations in the client: Access evaluations.
The integration now routes inbound WhatsApp interactions: About messages.
Developers can now select US West (Oregon) as their Genesys Cloud environment: clientIds (Genesys Cloud Developer Center).
Developers can now control whether the integration returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: searchTargets (Genesys Cloud Developer Center).
Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.
The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.
Documentation now lists query parameters to add to iframe URL for private deployment: How to get started with a private deployment (Genesys Cloud Developer Center).
The integration now uses the interaction attribute isInternal to indicate whether a call is internal on interaction objects: Condensed conversation information (Genesys Cloud Developer Center).
Developers can now subscribe to individual categories for notifications: subscriber) (Genesys Cloud Developer Center).
Includes same functionality as public deployment but allows companies to create and deploy integrations for private use in their Genesys Cloud organizations: Deployment options.
Developers can now display contact list column data on interactions in the client or obtain contact list column data as attributes of interaction objects: Interaction attributes (Genesys Cloud Developer Center) and customInteractionAttributes (Genesys Cloud Developer Center).
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