Genesys Cloud – Collaborate category
List of the Genesys Cloud release notes that include Collaborate updates.
Collaborate
- Support for MDM browser authentication for Collaborate for iOS
Contact center
- Workforce management time-off requests user interface improvements
- Improvements to playback screen recordings
- Workforce management and HR Integration System (HRIS) integration
- Modify the default whisper tone in Architect
- Real-time alerting for waiting interactions
- Introducing improved alerting
Integrations
- Client information in the embedded clients interaction window
Deprecations and announcements
- Journey customer service deprecation
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
Collaborate
- Video setting improvements
Contact center
- Introducing the Genesys Cloud EX license
- Online Agents count metric and Owned by Me filter for Performance Dashboards
- Multiple media type filter support in views and exports
Deprecations and announcements
- Identify Journey SDK method in Predictive Engagement deprecation
- OS Family attribute in Predictive Engagement
- CIDR IP address range for cloud media services expansion
Collaborate
- Video chat participant notifications
Contact center
- Introducing the Knowledge Performance dashboard
- My Interactions view for agents
- Genesys Messenger conversation auto-start
- Audience size estimator for action maps in Predictive Engagement
- Test regular expression slot types before implementation
- Nuance Mix integration in Architect secure flows
- Amazon Lex V2 bots in Architect secure flows
- Google Cloud Dialogflow CX bots in Architect secure flows
- Nuance TTS integration in Architect secure flows
- Genesys Enhanced TTS in Architect secure flows
- 988 Suicide Hotline number plan available with Genesys Cloud Voice
- Genesys Messenger support for Portuguese
- Intent miner French language support
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
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
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
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
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
Collaborate
- Mobile badge notifications
Communicate
- Improved WebRTC connection times with Trickle ICE
Contact center
- New transfer metrics in the Analytics API
- Historical adherence in the schedule editor
Collaborate
- License assignment enhancement
Platform
- APIs for schedule management and IVR configuration
- New invoice system
Collaborate
- Hunt groups
Contact center
- Historical schedule adherence
- Keep campaign running option
Collaborate
- Secure relationships with authorized organizations
Contact center
- Customer typing indicator in chat interactions
- Evaluation form question branching
- Disable unattended reports
Integrations
- Voci V-Spark transcription and speech analytics integration
Platform
- APIs for Architect features
Collaborate
- Select download location in Windows desktop app
Communicate
- Custom dashboard to monitor real-time telephony performance
- Track Edge operational states
Contact center
- French language support in Architect
- Recording download permission
- Web-based phone settings in Interactions panel
Integrations
- SSO support for Google G Suite
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
Platform
- HIPAA and PCI compliance status in organization settings
- Chat attachment support for HIPAA-compliant organizations
Collaborate
- Simplified user management
Integrations
- SSO support for Ping Identity
Collaborate
- Loading of chat history
Contact center
- Outbound email on behalf of a queue
Integrations
- Genesys Cloud for CIC co-browse feature
Collaborate
- Language selection in browser and desktop apps
Contact center
- Thai language support in Architect
Collaborate
- Personal group favorites
Communicate
- Ability to rename inbox recordings
Contact center
- Dialpad for agent interactions
Collaborate
- Chat search command
Communicate
- Dialpad DTMF support
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
Collaborate
- Additional search features in Documents
- Group sharing of documents
- Workspace descriptions in Documents
Communicate
- FENT remote deployment model
Contact center
- Custom date range for reports
Collaborate
- Updated user profile layout
- New location for group chat notification
Integrations
- Outbound dialing and script support in Genesys Cloud for Salesforce
- Outbound dialing and script support in Genesys Cloud for Zendesk
Collaborate
- Improvements to Documents dashboard
Communicate
- Support for Polycom VVX 101 and 201 phones
Contact center
- Utilization option for non-ACD calls
- Change to the way that Genesys Cloud ACD assigns agents to interactions
Collaborate
- New user statuses
- Increased chat room participant limits
Contact center
- Configurable alerts for interaction statistics
Integrations
- Genesys Cloud for Salesforce Console API logout event
Collaborate
- Thumbnail image support for additional document types
Communicate
- Model-specific metabases for Polycom and AudioCodes phones
Contact center
- Brazilian-Portuguese language support
- Chat and email metrics added to queue reports
Integrations
- Verint WFM historical and Verint WFM RTA
Platform
- Enhanced professional support assistance
Colloborate
- Video troubleshooting
Contact center
- Architect flow printing
- German language support
Collaborate
- Geolocation
Contact center
- Bulk add queue members based on groups, roles, location, and manager
Collaborate
- Delete files from chat
- Add custom and structured attributes to documents
Contact center
- Transfer to voicemail added to Architect
- Load-based schedule generation
- Short-term forecasting
- Campaign rules for outbound dialing
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
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
Collaborate
- Bulk role assignment tool
Integrations
- Multi-region support for Genesys Cloud for Salesforce
- Multi-region support for Genesys Cloud for Zendesk
Collaborate
- New Activity indicators
- Improved “Out of Office” functionality
Integrations
- Initial release of Genesys Cloud for Zendesk
Collaborate
- Location enhancements
Communicate
- Emergency services configuration enhancements
Contact center
- New Predictive and Power modes for Dialer
Integrations
- Improvements to Genesys Cloud for Salesforce
- Improvements to Salesforce Object Routing Connector
- Improved styling on several Webhooks widgets
Platform
- Consolidated user interface
Collaborate
- Chat search
Collaborate
- Ability to manage external contacts
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
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