Genesys Cloud – July 2021

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

Contact center

• Introducing intent miner

Integrations

• SSE-KMS support for AWS S3 recording bulk actions integration

Platform

• Disable Directory navigation

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

Contact center

• Audit log viewer for workforce management forecasts