Genesys Cloud – March 2022

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

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

Contact center

• Introducing Architect in-queue flow support for digital flows
• Architect data table permission enhancements
• Customize inbound message flow based on action map
• Assign to me option for quality management evaluation assignment
• Portugal Portuguese voice transcription support
• Portugal Portuguese programs, topics, and phrases support

Contact center

• Introducing Architect built-in voicemail flow
• Flow milestone views and flow outcomes and performance view updates
• Scheduled Callbacks view improvements
• Expanded workforce management audit log details
• View the creation date and time of a schedule or forecast
• Inspirational quotes replacement

Integrations

• Maximum instances per organization for Amazon EventBridge integration

Deprecations

• Horizontal script panel in agent interaction UI removal
• Workforce management adherence permission change

Contact center

• Content offers on Predictive Engagement single snippet