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

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

Communicate

• Polycom Zero Touch Provisioning
• Specify a Canadian address as a remote emergency address

Contact center

• Collaborate chat quick access for recent chat messages
• Real-time Interactions data export

Integrations

• Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

• Suppress call recordings during IVR flow and in-queue segments

Contact center

• Architect user interface refresh
• Configure new conditional group routing method
• Touchpoint variations for knowledge workbench articles

Platform

• Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

Contact center

• Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

• Deprecation: CX digital agent workspace

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

Contact Center

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

• Knowledge workbench V1 deprecation
• Genesys Dialog Engine deprecation postponement
• Mandatory US and Canada SMS/MMS registration

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

Platform

• Single sign-on configuration enhancement

Contact Center

• Campaign performance views for agents
• Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
• Add Max No Input task to Architect bot actions
• Performance insights view
• Filter by evaluation form name

Integrations

• Nuance Mix integration support in Australia

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

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

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

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

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

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

Contact center

Skill expression groups

Define ring membership by queue

Improved knowledge workbench V2 import and export

Agent utilization in improved estimated wait time calculations

Platform

• API Explorer refresh
• Updated Genesys Knowledge Network

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

Contact center

• Single customer view powered by identity resolution available in select regions
• Predictive Engagement outcome value configuration and reporting
• Extended voice transcription services
• Agent status widget improvements
• Web messaging image copy and paste
• Extend Bot Connecter PostUtterance response timeout

Platform

• Process automation triggers

Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Queue administration user interface improvements
• Detected Topics gamification metric
• Set Content Template action type added to digital rules for outbound digital campaigns

Platform

• Google Fonts API usage change for GDPR compliance

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

Contact center

• Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
• Custom payload for Google Cloud Dialogflow speech models
• Analyze predictive routing decisions
• Dynamic contact list sorting during a running campaign

Platform

• Improved phone number validation in Directory profiles

Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Genesys Dialog Engine Bot Flow Insights and Optimizations menu

Integrations

• Introducing Genesys Cloud for Microsoft Teams

Platform

• Windows 11 support for the desktop app

Platform

• Automatically log out inactive users

Communicate

• Introducing Global Media Fabric
• LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
• New Poly CCX supported phones

Contact center

• Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
• Improved module assignment workflow
• Adjust wrap-up codes and notes using the API

Contact center

• Workforce management forecast modification limit increase

Integrations

• Google Cloud Dialogflow CX Resell available in AppFoundry

Platform

• Optionally disable built-in application authorizations

Communicate

• Use Genesys Cloud desktop app to run WebRTC Media Helper

Contact center

• Agentless WhatsApp notifications
• Define gamification profile metrics for media type and queue
• Assessment data in agent development views
• Additional customer information in Queues Activity Detail view

Platform

• Developer tools refresh

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

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

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

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

Platform

• Genesys Cloud offer packaging and pricing changes
• BYOC Cloud pricing model changes
• Fair use voice transcription pricing changes

Contact center

• Agent-owned callback requests and Scheduled Callbacks view
• Skill matching for predictive routing
• Dutch and Korean voice transcription view and search support

Deprecations

• Architect Get Journey Sessions by customer action removal

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

Contact center

• Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
• Fair use voice transcription charges

Platform

• Cape Town Africa satellite region deployment

Contact center

• Introducing Google Cloud Dialogflow CX integration for call and message flows
• Global slot enhancement in Genesys Dialog Engine Bot Flows
• Filter by queues in My Queues Activity view
• Improved voice transcription accuracy for Spanish language regions
• Messaging file URL change

Platform

• Control agent transfer ability based on division membership

Contact center

• Add quick replies to Genesys Dialog Engine Bot Flows
• Spanish sentiment analysis support for digital interactions

Platform

• Developer Center content change log

Contact center

• Global barge-in configuration in Genesys Dialog Engine Bot Flows
• Alerting column in Performance Dashboards and Queue Activity views

Platform

• Automatically backfill roles with new permissions
• Genesys Customer Care pairing

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

Communicate

• Conversation header support for BYOC Cloud trunks
• DID number port increase for Genesys Cloud Voice

Contact center

• Update ACD and language skills on an interaction in a queue with Routing API

Platform

• Assign data tables within divisions

Deprecations

• Max Calls replacement for BYOC Cloud trunks

Contact center

• Introducing knowledge workbench
• Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
• External tag filter for interactions in Performance views
• Filter digital interactions by media type in Content Search view
• Access workforce management in forecasting historical data via API

Platform

• Proof Key for Code Exchange grant for OAuth 2 authorization

Communicate

• Call history enhancements to mobile devices

Contact center

• Introducing web messaging
• Introducing Genesys Bot Connector
• Expiration date for DNC lists
• Improved accessibility for ACD voice interactions

Platform

• Developer Blueprints for custom integrations

Deprecations

• Quality Management Audit API change
• Journey Reporting Service decommission

Contact center

• Evaluation window UI improvements
• Additional development and feedback modules in Learning API

Platform

• Enforce index search for divisions

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

Communicate

• Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

• Use Architect prompts in Google Dialogflow bots

Platform

• Virtual Desktop Infrastructure

Deprecations

• Journey Reporting Service decommission
• Genesys Cloud Ruby SDK deprecation

Communicate

• User to User Information (UUI) enhancement for remote stations
• DTMF support in active calls

Contact center

• Audit trail improvements in Interaction Details view
• Improved agent external contacts experience
• New audio alert for non-voice interactions

Platform

• Genesys Cloud Command Line (CLI) enhancements

Platform

• Asia Pacific (Mumbai) region deployment

Deprecations

• CIDR IP address range for cloud media services change

Contact center

• New location for quality management evaluations and surveys
• Additional Spanish sentiment analysis support

Platform

• Developer Center refresh

Deprecations

• CIDR IP address range for cloud media service change

Platform

• The Resource Center has a new look
• Command-line interface for Genesys Cloud administration

Contact center

• Scheduled Exports for Performance views
• Adjust waiting interactions priority with Routing Conversations API

Contact center

• Increased maximum wait time in Architect email and message flows
• Operational bot reporting API
• External Contacts bulk API

Platform

• Full support for Microsoft Edge Chromium
• Genesys Cloud HTTP cookies

Deprecations

• CIDR IP address range for cloud media services change

Communicate

• Make and receive WebRTC calls on iPhones

Contact center

• Scheduled Callbacks view usability enhancements
• Export view data advanced options
• Analytics Aggregates API for sentiment analysis on digital interactions

Platform

• Restore deleted OAuth clients
• Set Collaborate chat message retention

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

Contact center

• Agent-owned records for preview campaigns
• Speech and text analytics settings improvement
• Service level calculation enhancement
• Access partial availability time stamp in Analytics API
• Interactions panel improvement

Platform

• Release Notes now include feature subscriptions

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

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

Contact center

• UK English and Australian English voice transcription support
• View an agent’s secondary status in select views
• Contact list filters for messaging campaigns
• Export skill and language group queue metrics in Queues Performance Detail view

Integrations

• Introducing Genesys Cloud for Salesforce SDK

Platform

• The Resource Center has a new name

Platform

• External Contacts Scanning API

Deprecations

• Skype for Business integration deprecation

Contact center

• Limit on number of exported entities in aggregate Performance views

Integrations

• Introducing Google data actions integration

Platform

• View organization configuration changes with audit log viewer

Contact center

• ACD email message threading limit change
• Contact verification and interaction history enhancements for additional selected regions

Integrations

• Single sign-on integration enhancement

Platform

• Journey JavaScript SDK enhancement for refined tracking and segmentation

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

Contact center

• Introducing outbound SMS campaigns

Platform

• Limit organization access to users with specified IP addresses
• Usage APIs for premium applications

Deprecations

• Long polling for Genesys Cloud clients and network configurations deprecation update

Contact center

• Introducing improved workforce management features for all regions
• New inbound media columns and filters in Performance views

Deprecations

• WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
• Screen recording, evaluations, and surveys permissions change

Platform

• Genesys Cloud training moves to Genesys Beyond

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

Contact center

• Protect recordings from deletion for legal hold directive

Platform

• AppFoundry enhancement for resellers

Deprecations

• WFM forecasting After Call Work and Average Talk Time deprecation postponement

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

Contact center

• Amazon Lex integration in Asia Pacific (Sydney) AWS region

Platform

• Go SDK

Deprecations

• ACD routing permissions change postponement
• WFM forecasting After Call Work and Average Talk Time deprecation postponement

Contact center

• Short code support for SMS messages

Platform

• New monitoring metric in Analytics API

Deprecations

• ACD routing permissions change
• WFM forecasting After Call Work and Average Talk Time deprecation
• TLS 1.0 protocol for data actions deprecation
• iOS Supervisor chat deprecation removal

Communicate

• New Genesys and Polycom supported phones and firmware

Contact center

• Data tables enhancements

Integrations

• AWS S3 recording bulk actions integration
• OneLogin for Genesys Cloud SCIM

Platform

• Bulk export recordings in Recordings API

Platform

• Access audit events in Audits API
• Changed default alternate time dimension for evaluation aggregate queries

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

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

• 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

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

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

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

Platform

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

Platform

• Introducing access control for select regions

Communicate

• Genesys Cloud Voice in Germany

Contact center

• Message delivery status notifications

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

Platform

• Restrict Genesys Cloud embedding security enhancement

Contact center

• Dynamically referenced queues in Architect
• DNIS-based analytics views
• Export data from DNIS performance views

Platform

• Developer forum announcements

Communicate

• BYOC Cloud trunk support for TGRP and DNIS
• PBX passthrough for BYOC Cloud trunks

Contact center

• New metrics for agent and queue performance views
• Additional handle time metrics in the Analytics API
• New outbound call metrics in the Analytics API

Platform

• Unified search across Genesys Cloud sites

Platform

• Turn off file uploading in chats

Contact center

• Skill configuration for third party emails in Architect
• Script display enhancement

Platform

• Introducing Features coming soon

Contact center

• Advanced workforce management short-term forecasting techniques
• Granular permission set in Architect
• Access Architect from the Routing menu
• Wrap-up Notes column in Interactions view and Agents Interactions Detail view
• Danish language support

Platform

• GDPR compliance update

Contact center

• Architect flow authoring enhancements

Integrations

• Genesys Cloud for Firefox extension

Platform

• User Status Aggregate query filter limits

Platform

• Genesys Cloud Embeddable Framework API

Contact center

• Japanese TTS and ASR language support
• Language string variable name in Architect
• View past reports in report history

Integrations

• Introducing the Amazon Lex integration
• Genesys Cloud for Chrome extension

Platform

• Improved customer onboarding

Contact center

• Assign skills without the Master Admin role
• Web chat appearance enhancement
• Improved XLS formatting for reports

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

Platform

• Client App SDK

Contact center

• Products, roles, and permissions list enhancement

Platform

• Group support for authorized organizations
• Introducing the Genesys Cloud Product Ideas Lab

Platform

• GDPR compliance

Contact center

• Full view export for Queue Performance views
• Abandon metrics insights
• Automatic email reply configuration in Architect

Platform

• EU (Frankfurt) region

Communicate

• Override calling name trunk setting

Contact center

• Queues performance view enhancements
• Analytics API metrics

Platform

• Windows and Mac desktop app release notes

Platform

• AppFoundry support for PureConnect and PureEngage apps

Integrations

• SMS interaction support in Genesys Cloud for Salesforce
• SMS interaction support in Genesys Cloud for Chrome
• SMS interaction support in Genesys Cloud for Zendesk

Platform

• Introducing the AppFoundry

Communicate

• Genesys Cloud Voice in the United Kingdom

Contact center

• Easier media type filtering in Interaction Details report spreadsheets

Platform

• Genesys response to Meltdown and Spectre vulnerability

Contact center

• Import and export scripts between organizations
• Swedish and Danish IVR prompt support in Architect

Platform

• Sample of enhanced Genesys Cloud invoice

Communicate

• Persistent connection for WebRTC phones

Contact center

• Queues performance summary row
• Configure failed transfer audio within transfer actions

Integrations

• Credential types and authentication flows for web services data actions integration