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Genesys Cloud – Platform category

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

August 9, 2023Click to collapse

Contact center

Force stop button in digital campaign management

Integrations

Limitation for JSON objects depth in data action service

Platform

Trigger inclusion in Genesys Cloud CX 1 license

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

July 12, 2023Click to expand

June 28, 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

May 31, 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 19, 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 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 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

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

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

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 7, 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

June 29, 2022Click to expand

June 8, 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

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

February 23, 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

October 20, 2021Click to expand

October 6, 2021Click to expand

September 29, 2021Click to expand

September 22, 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

June 30, 2021Click to expand

June 9, 2021Click to expand

April 14, 2021Click to expand

April 7, 2021Click to expand

March 17, 2021Click to expand

March 10, 2021Click to expand

January 27, 2021Click to expand

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

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

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

August 26, 2020Click to expand

August 12, 2020Click to expand

August 5, 2020Click to expand

July 8, 2020Click to expand

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

May 20, 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 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

February 19, 2020Click to expand

February 5, 2020Click to expand

January 1, 2020Click to expand

December 18, 2019Click to expand

October 30, 2019Click to expand

October 23, 2019Click to expand

October 16, 2019Click to expand

October 9, 2019Click to expand

September 11, 2019Click to expand

September 4, 2019Click to expand

August 14, 2019Click to expand

July 31, 2019Click to expand

May 29, 2019Click to expand

March 13, 2019Click to expand

February 20, 2019Click to expand

February 6, 2019Click to expand

December 19, 2018Click to expand

October 31, 2018Click to expand

September 26, 2018Click to expand

August 29, 2018Click to expand

August 22, 2018Click to expand

August 15, 2018Click to expand

August 8, 2018Click to expand

August 1, 2018Click to expand

July 18, 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 6, 2018Click to expand

May 23, 2018Click to expand

May 2, 2018Click to expand

April 11, 2018Click to expand

March 14, 2018Click to expand

February 14, 2018Click to expand

January 17, 2018Click to expand

December 13, 2017Click to expand

November 15, 2017Click to expand

October 18, 2017Click to expand

October 11, 2017Click to expand

October 4, 2017Click to expand

September 27, 2017Click to expand

September 13, 2017Click to expand

August 30, 2017Click to expand

August 16, 2017Click to expand

July 26, 2017Click to expand

July 19, 2017Click to expand

July 12, 2017Click to expand

May 24, 2017Click to expand

May 3, 2017Click to expand

April 26, 2017Click to expand

April 19, 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 22, 2017Click to expand

March 15, 2017Click to expand

March 8, 2017Click to expand

February 22, 2017Click to expand

February 1, 2017Click to expand

January 18, 2017Click to expand

December 28, 2016Click to expand

December 14, 2016Click to expand

December 7, 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

August 31, 2016Click to expand

August 24, 2016Click to expand

August 17, 2016Click to expand

June 8, 2016Click to expand

May 18, 2016Click to expand

May 11, 2016Click to expand

April 13, 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

December 4, 2015Click to expand

November 6, 2015Click to expand

Platform Release Notes - Genesys Cloud Resource Center