Contact center

• Predictive Engagement webhooks
• Export view group data metrics enhancement
• Improved evaluation scoring results

Platform

• OAuth scopes for applications
• Agent Details enhancement in Analytics API

Deprecations

• iOS Supervisor chat deprecation
• WebRTC signaling deprecation update

Contact center

• Predictive Engagement content offers
• Email message threads

Deprecations

• Bridge integrations deprecation postponement

Deprecations

• Internet Explorer 11 support for web app and Architect deprecation removal

Contact center

• View export data in Flow Destinations view

Contact center

• Speechmorphing third-party TTS engine integration

Deprecations

• WebRTC signaling deprecation

Contact center

• Service level calculation enhancement
• Apply Predictive Engagement action maps to webpages

Contact center

• Chat flow and chatbot support for web chat widget and Predictive Engagement
• Allowed domains for web chat
• Dynamically reference groups in Architect
• Dynamically reference user by email in Architect
• Export time value format option
• Add or copy activities to agent schedules
• Email inline images
• Email forwarding

Integrations

• IP addresses for outbound data action traffic

Communicate

• Genesys Cloud Voice in Norway

Contact center

• View export data in interactions and interactions detail views
• Inbound messaging channel routing for WhatsApp
• Dynamically reference skills in Architect
• Call history improvements

Integrations

• mTLS authentication for data actions

Platform

• New color scheme for Genesys Cloud

Contact center

• Call flow schedule decision actions in Architect
• API usage view
• Change agent status in agent views

Platform

• US West region deployment

Platform

• CCPA compliance

Deprecations

• Predictive Engagement smart tags deprecation removal

Contact center

• Introducing preferred agent routing
• Co-browse session improvements

Platform

• Organization settings improvement

Contact center

• Force Stop option for paused campaigns

Contact center

• IVR Flows Destinations view
• Queues Activity view improvements
• Queues Performance menu access update

Deprecations

• Classic Queues views deprecation

Communicate

• Add BYOC Cloud or Genesys Cloud Voice to existing subscription

Contact center

• Bulk delete recordings in Recordings API
• View evaluations update

Contact center

• SMS number purchase update

Platform

• iOS SDK

Contact center

• Assign evaluations per agent
• Busy audio signal in Architect data actions
• Conversation Detail Records enhancement in Analytics API

Platform

• Client account access updates
• GDPR API enhancement

Contact center

• Dynamically referenced queue ID in Architect

Deprecations

• Social channel management deprecation removal

Contact center

• Set Wrapup Code action enhancement in Architect

Integrations

• Genesys Cloud Embeddable Framework for private deployment

Communicate

• Genesys Cloud audio management improvement

Platform

• AppFoundry free trial offers for premium applications
• Bring Your Own Technology billing rates

Deprecations

• Classic Agents Performance views deprecation removal
• Social channel management deprecation postponement

Communicate

• Genesys Cloud Voice EMEA rate decrease

Contact center

• Increase timeout limit for Architect email and message flows

Integrations

• Amazon Lex integration for inbound web chat flows

Collaborate

• Import people enhancements

Contact center

• Introducing web chat flows in Architect
• Font change for Korean and Japanese language .pdf and .xls reports

Platform

• Release Notes in Genesys Cloud Admin UI
• Genesys Cloud Community Q&A show

Deprecations

• LinkedIn profile import deprecation and removal

Contact center

• Network connectivity alerts in interactions
• Language agnostic voicemail transfer in Architect

Communicate

• FCC USF contribution rate changes for Genesys Cloud Voice

Contact center

• Automatic time zone mapping overrides

Contact center

• New web chat widget
• Agent evaluation notifications in the inbox

Deprecations

• Social channel management deprecation postponement

Communicate

• Genesys Cloud Voice in Denmark
• BYOC Cloud rate decrease

Contact center

• Export data from Surveys views
• Data action rule conditions

Contact center

• Introducing workforce management shift trading
• Dynamically referenced users in Architect
• Spam email handling
• BCC email address field for outbound ACD emails

Deprecations

• Internet Explorer 11 support for Genesys Cloud web app deprecation postponement

Communicate

• Genesys Cloud Voice in Spain and Switzerland

Contact center

• Introducing Predictive Engagement

Platform

• Introducing Genesys Cloud SCIM
• Guest and agent chat APIs

Contact center

• Google Cloud third-party TTS engine integration
• Export data from IVR flow views
• Web chat deployment and documentation changes

Deprecations

• Internet Explorer 11 support for Genesys Cloud web app deprecation

Contact center

• IVR flow performance views
• IVR flow metrics in Analytics API
• Architect flow outcome functionality
• Architect menu move
• Workforce management short-term forecasting enhancement

Deprecations

• Classic agents performance views deprecation
• Agent dashboard deprecation
• Outbound campaign: Detailed attempt history report deprecation

Deprecations

• Auditing features in Documents deprecation

Contact center

• New Connection column in performance views

Contact center

• Interactions panel view improvements
• Agent script window improvements

Communicate

• Genesys Cloud Voice in Belgium and Finland

Contact center

• Architect collection values enhancement
• Agent script auto-save
• Service level calculation enhancement

Communicate

• Genesys Cloud Voice in Sweden

Contact center

• Real-time status columns in agents performance views
• Interaction countdown alert

Communicate

• Advanced microphone settings

Contact center

• Architect Transfer to voicemail enhancements
• Improved external contact search results for web chat

Communicate

• Release Link Transfer operation for external trunks

Contact center

• Conversation detail records enhancement in Analytics API

Deprecations

• Social channel management deprecation

Contact center

• Introducing third-party TTS engine integrations
• Queue Activity Detail view improvements
• New columns and filters in analytics views
• Screen share improvement

Contact center

• Web-based surveys
• Filter interaction history

Platform

• Access control for all regions
• Assign roles to a group

Communicate

• TCP transport protocol for BYOC Cloud trunks

Contact center

• Performance Dashboards
• Queue query enhancement in Analytics API
• Configure multiple ACD messaging integrations per channel
• Change the default country code for phone numbers
• Improved fax support for external contacts

Deprecations

• Genesys Cloud Bridge integrations deprecation FAQs

Contact center

• Workforce management intraday rescheduling
• Additional filters and metrics in interactions views

Deprecations

• Deprecation announcements
• TURN port range deprecation

Platform

• Introducing access control for select regions

Communicate

• Genesys Cloud Voice in Germany

Contact center

• Message delivery status notifications

Contact center

• Canned substitutions localization change

Platform

• Authenticate with single sign-on only
• Developer Center usability enhancements

Communicate

• Genesys Cloud audio management improvements
• Support for basic call controls on commonly used headsets
• Genesys Cloud Edge bandwidth calculator enhancements

Contact center

• Queues activity views improvements

Contact center

• Dialer Campaign Detailed Attempt History report

Contact center

• MOS scores for voice interactions
• Send Response action in Architect message flows
• Genesys Cloud scheduling enhancements
• Dutch TTS and ASR language support
• Image component enhancement for scripts

Integrations

• Amazon Lex integration for inbound message flows

Communicate

• Genesys Cloud Voice rate decrease

Contact center

• My Performance views for agents

Contact center

• New queues detail views
• Queues view redirects to Queues Performance Summary view
• Activate Queues panel enhancements