Skip to main content

Loading...

Loading...

Communicate Release Notes - Genesys Cloud Resource Center

Genesys Cloud – Communicate category

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

July 19, 2023Click to collapse

Communicate

Polycom Zero Touch Provisioning
Specify a Canadian address as a remote emergency address

Contact center

Collaborate chat quick access for recent chat messages
Real-time Interactions data export

Integrations

Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

Suppress call recordings during IVR flow and in-queue segments

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

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 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

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 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

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

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 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 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

September 7, 2022Click to expand

August 31, 2022Click to expand

July 27, 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

June 29, 2022Click to expand

May 25, 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

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

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

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

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

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 11, 2021Click to expand

June 30, 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

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

March 31, 2021Click to expand

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

January 27, 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 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 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 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

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 9, 2020Click to expand

September 2, 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 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 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 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

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 5, 2020Click to expand

October 30, 2019Click to expand

September 18, 2019Click to expand

August 14, 2019Click to expand

August 7, 2019Click to expand

July 17, 2019Click to expand

July 3, 2019Click to expand

June 5, 2019Click to expand

April 24, 2019Click to expand

April 17, 2019Click to expand

April 10, 2019Click to expand

April 3, 2019Click to expand

March 6, 2019Click to expand

February 20, 2019Click to expand

February 6, 2019Click to expand

January 16, 2019Click to expand

December 5, 2018Click to expand

October 31, 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

May 16, 2018Click to expand

May 2, 2018Click to expand

April 25, 2018Click to expand

April 18, 2018Click to expand

March 21, 2018Click to expand

February 28, 2018Click to expand

February 14, 2018Click to expand

February 7, 2018Click to expand

December 20, 2017Click to expand

December 13, 2017Click to expand

October 18, 2017Click to expand

October 4, 2017Click to expand

September 13, 2017Click to expand

August 16, 2017Click to expand

July 5, 2017Click to expand

June 21, 2017Click to expand

May 17, 2017Click to expand

May 3, 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 1, 2017Click to expand

February 15, 2017Click to expand

January 25, 2017Click to expand

January 18, 2017Click to expand

December 28, 2016Click to expand

December 14, 2016Click to expand

December 7, 2016Click to expand

November 16, 2016Click to expand

October 26, 2016Click to expand

October 19, 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 19, 2016Click to expand

August 17, 2016Click to expand

July 22, 2016Click to expand

July 13, 2016Click to expand

July 6, 2016Click to expand

June 29, 2016Click to expand

June 22, 2016Click to expand

May 25, 2016Click to expand

May 18, 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 25, 2015Click to expand

December 18, 2015Click to expand

November 20, 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

October 9, 2015Click to expand