Loading...
Loading...
Loading...
This article describes all Genesys Cloud for Zendesk releases. For more information, see About Genesys Cloud for Zendesk.
Universal Logout for linked clients
Administrators can now enable a Universal Logout setting that synchronizes user-initiated logouts across linked clients. When enabled, logging out of one client automatically logs the user out of all other active clients. This organization-level setting helps provide a more consistent experience across embedded and integrated applications: How Universal Logout in Genesys Cloud affects embedded clients logout?
Configure WebRTC client alerting
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active: Change your WebRTC phone settings.
Control download access for voicemail recordings
Administrators can now control download access for voicemail recordings by assigning a dedicated download permission. This update allows only authorized users to download non-ACD voicemail recordings. Users without this permission can no longer download voicemail recordings. This change helps improve data security and supports compliance by restricting access to sensitive recording data.: Access personal and group voicemail.
Support for Proof Key for Code Exchange (PKCE) grant type authorization
Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow: Create an OAuth client.
Support for Group Name attribute for group ring calls
Administrators can now configure the Embedded Framework to display the Group Name attribute for incoming voice interactions routed through group ring. This enhancement enables agents and supervisors to immediately identify the group context of an incoming call. The Group Name attribute is available only for voice interactions associated with group ring and appears as part of the incoming interaction details: Interactions in the client menu and Condensed conversation information.
Agent ownership support for customer first callbacks
Administrators can now enable agent ownership for Customer First Callbacks (CFC), allowing the system to reserve the original agent before dialing the callback. This enhancement helps maintain relationship continuity by ensuring follow-up callbacks are handled by the same agent and supports automated dialing, call analysis, and retry logic for agent-owned callbacks. In addition, the maximum duration an agent can own a scheduled callback has increased from 7 days to 30 days. These capabilities align Customer First Callbacks with existing Agent First Callback features and help improve agent productivity and sales conversion: Schedule a callback.
Snippet recording for ACD calls
Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances. Snippet recordings are a separate category of recordings from policy-based recordings, with distinct administrative configuration and permissions for lifecycle and access control: Record snippets in ACD calls.
Administrators can now select Singapore or Mexico as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Prevent agents from staying on queue without a selected station
Administrators can now remove the Telephony > Station > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue: Log out of phone in embedded clients, Select a phone, and Change your status.
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Call controls.
Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.
Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.
Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.
Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted: Blind transfer an interaction.
Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.
Agents can now select ringtones for their call alerts: Configure notifications.
Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.
Administrators can now configure the display conversation information in the interaction window: Interaction window in embedded clients.
Agents can now control ringer volume of interactions that alert when you are not on call: Configure notifications.
Disclaimer message displays when the administrator selects the Enable Server-Side Logging option while configuring the Zendesk app: Configure the Zendesk app.
Administrators can set the after call work timeout settings for all digital channels including voice, email, chat, message, and callback, and agents can initiate after call work as needed for ACD interactions that are not automatically assigned after call work: Wrap up an interaction and Call controls.
Agents can now access Genesys Agent Assist from the embedded interaction window if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist.
Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Administrators can now use the interaction attribute Interaction.ParticipantPurpose to define the participant type in an interaction: Interaction attributes in Genesys Cloud for Zendesk and Customize interaction details.
Agents can identify the group voicemail from the personal voicemail and have the option to call back the original caller from the voicemail options: Access personal and group voicemail.
Administrators can now select the option to automatically open the client for after-call work: Configure the Zendesk app.
The integration now supports Genesys Cloud web messaging: About messages and Migrate from chat to Genesys Cloud web messaging.
Administrators can now select Mumbai as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Administrators can now use the interaction attribute call.UUIData to add data received from inbound calls or sent with outbound calls to activity records, call logs, or interaction details: Interaction attributes in Genesys Cloud for Zendesk and Customize interaction details.
Agents that use Chrome or Edge browsers can now pick up or disconnect alerting interactions from system notifications: Configure notifications.
The WebRTC phone settings can now be accessed through the WebRTC Phone window. Previously, the settings were only accessible through the client: Browser window for WebRTC phones and Change your WebRTC phone settings.
Agents can now configure which speakers the ringer uses: Log in to the client, Select a phone, and Change your WebRTC phone settings.
Administrators can now use the interaction attribute Interaction.HoldTime to display the current hold time: Customize interaction details.
Agents can now control the ringer volume of interactions that alert when they are connected to a call or callback interaction: Configure notifications.
A status timer now tracks how long a user has been in a particular status or On Queue: Status timer.
Administrators can configure the information that appears on new tickets in Zendesk by adding interaction attributes and mapping them to ticket fields: Configure new tickets.
Agents can now disconnect callback interactions after they schedule a follow-up callback. Previously, agents could not disconnect a callback interaction until they placed a call: Respond to a callback interaction.
Administrators can now use the interaction attributes Interaction.StartTime and Zendesk.DisconnectedTime to indicate in Zendesk fields or comments when the first participant joined, or when an agent was disconnected from an interaction. Updated description for the interaction attribute Zendesk.ConnectedTime: Interaction attributes in Genesys Cloud for Zendesk.
Added agent performance statistics for callback interactions: View agent performance statistics.
Scripts are now available on all chat, email, or message interactions to or from a queue: Scripts.
Administrators can now select Canada, Seoul, or London as their Genesys Cloud environment: Install Genesys Cloud for Zendesk, Configure the Zendesk app, and Change the region of your Genesys Cloud organization.
Agents can view notifications about their time off requests in the client: Access schedule notifications.
Agents can view their schedule in the client: View your schedule.
Removed support for Internet Explorer 11.
Removed support for Safari.
Administrators can now select any system or custom field as the phone field that the integration uses to perform a screen pop, click-to-dial, and search of Zendesk users: Configure search in Zendesk.
Administrators can now use the interaction attribute Interaction.TotalIvrTime to indicate in Zendesk fields or comments how long an interaction spent in the IVR before being connected to an agent: Interaction attributes in Genesys Cloud for Zendesk.
Administrators can now use the interaction attribute Interaction.TotalAcdTime to indicate in Zendesk fields or comments how long an interaction spent being routed to an agent: Interaction attributes in Genesys Cloud for Zendesk.
Administrators can now modify the information that appears on interactions by adding, deleting, or reordering interaction attributes: Customize interaction details.
Agents and administrators can view notifications for shift trade requests in the client: Access schedule notifications.
Agents can view their call history in the client: Access call history and Configure the Zendesk app.
Agents can view notifications for released evaluations and quality evaluators can view notifications for interaction evaluations in the client: Access evaluations.
The integration now routes inbound WhatsApp interactions: About messages.
Administrators can now select US West (Oregon) as their Genesys Cloud environment: Configure the Zendesk app and Change the region of your Genesys Cloud organization.
Administrators can now control whether the integration returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: Configure search in Zendesk.
Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.
The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.
Administrators can now use the interaction attribute Call.Internal to indicate in fields or comments whether a call is internal: Interaction attributes in Genesys Cloud for Zendesk.
Configuration settings on installation now streamlined and divided into separate post-installation configuration sections: Install Genesys Cloud for Zendesk and Settings in Genesys Cloud for Zendesk.
Administrators can now configure the integration to use a single sign-on identity provider when agents log in to the client: Configure the Zendesk app.
Administrators can now customize the information that appears on Zendesk ticket comments: Configure interaction logging.
Administrators can now map columns in contact lists to Zendesk ticket fields: Interaction attributes in Genesys Cloud for Zendesk.
The client now notifies agents when their status does not match their scheduled activity: Out of adherence.
Agents can now configure microphone settings in the client that may affect sound processing and audio quality: Configure advanced microphone settings for WebRTC phones.
Administrators can now configure the integration to display links to interaction details in Genesys Cloud on Zendesk tickets by mapping the interaction attribute Interaction.Url to a custom ticket field in Zendesk: Interaction attributes in Genesys Cloud for Zendesk.
Administrators can now map interaction attributes, including the interaction log, to fields and comments on tickets in Zendesk: Configure interaction logging.
Agents can now log in without first selecting a phone: Log in to the client.
Agents can now send SMS messages on behalf of queues. Administrators can configure the default country code used for these SMS messages: Send an SMS message and Configure outbound interactions.
The Click-to-Dial and On Behalf of Queue settings now consolidated under Queue. The WebRTC Settings name abbreviated to WebRTC: Settings in the client menu.
Administrators can restrict the embedding of Genesys Cloud as an iframe in third-party applications but add domains for the Genesys Cloud embedded clients to an allowlist: Manage Genesys Cloud embedding with Genesys Cloud embedded clients.
Added documentation about Chrome’s autoplay policy changes that affect audio playback: Chrome autoplay policy changes.
Agents can configure the client to show notifications outside the client when interactions alert: Configure notifications.
Agents can now flag calls and ACD voice interactions that have voice quality issues, such as deteriorated audio, unexpected disconnections, incomplete connections, and failed transfers: Call controls.
The integration now routes inbound Facebook, LINE, and Twitter interactions: About messages.
Administrators can now configure the integration to use a separate login window for login providers that do not work in embedded windows: Configure the Zendesk app.
Agents can now schedule Out of Office dates and times from the client: Change your status.
Timer added to the Wrap-up window to show the amount of time spent on non-time-boxed after-call work: Wrap up an interaction.
Administrators can now configure the integration to send caller ID information on outbound calls through agent input or global configuration: Make a call and Configure caller ID.
Updated the interaction statistics that the integration shows during search when transferring interactions or making calls to people or queues. Changed from the numbers of individual media types to the total number of interactions that a person or queue is handling: Blind transfer an interaction, Consult transfer a call, and Make a call.
Added timer to preview outbound dialing interactions.
The client can now auto-populate email addresses from tickets or records in Zendesk: Click-to-dial.
Added agent performance statistics for message interactions: View agent performance statistics.
Added list of all Genesys Cloud for Zendesk articles for easy reference: Genesys Cloud for Zendesk content list.
Administrators can now control whether the integration returns people from their Genesys Cloud organization, queues from their Genesys Cloud organization, or users from their Zendesk organization when agents search before transferring interactions or making calls: Configure search in Zendesk.
Agents can now send emails on behalf of queues: Send an email.
Agents can now schedule callbacks for voice interactions: Schedule a callback.
Administrators can now select Frankfurt as their Genesys Cloud environment: Configure the Zendesk app.
Zendesk users in search
Agents can now transfer interactions in the client to users in their Zendesk organization: Transfers.
The integration now shows the number of email interactions being handled when transferring interactions or making calls to people or queues: Blind transfer an interaction, Consult transfer a call, and Make a call.
Added ability to route ACD voicemail interactions: About ACD voicemail.
Added ability to route inbound SMS interactions: About messages.
Updated documentation about WebRTC phones default behavior: Change your WebRTC phone settings.
Added documentation about audio problems with WebRTC phones in Chrome: Audio issues with WebRTC phones.
Agents can browse the customer’s view of a webpage and collaborate with the customer using annotations and page control during call and chat interactions: Co-browse.
Agents can view the customer’s desktop or application during call and chat interactions: Use screen share.
Agents can write interaction logs, which are saved to Zendesk tickets: Interaction logs.
Establishes an open connection between the integration and WebRTC phones to speed up call handling: Persistent connection.
Company logo updated throughout the integration.
Timer added to Wrap-up window for time-boxed after-call work on voice interactions: Wrap up an interaction.
Changed when the Wrap-up window automatically opens for wrap-up code selection to match Genesys Cloud behavior: Respond to callback interactions.
On Queue status moved to the top of the status list: Client interface.
For inbound call or callback interactions, you can select a contact from a returned list of multiple matches based on the caller ID (ANI) of the interaction, or refine the search results: Screen pop.
Scripts are now available on all call interactions to or from a queue (inbound calls, callbacks, outbound dialing): Scripts.
Added setting to enable server-side logging that Customer Care can access: Install Genesys Cloud for Zendesk and Configure the Zendesk app.
The client now automatically opens when an interaction alerts: Access the client.
Added setting to make comments generated by the integration either public or private on tickets: Install Genesys Cloud for Zendesk and Configure interaction logging.
Updated the list of supported Internet browsers: Browser requirements and Administrator requirements.
Updated interface shows all media types for Waiting statistic when making or transferring a call: Make a call.
Added ability to route email interactions: Respond to email interactions.
Added section about warning message that appears when logging out of Genesys Cloud in the middle of an interaction in the client: Troubleshoot.
Added setting to mute ringing in the client when interactions alert: Configure notifications.
Added ability for agents to see real-time statistics by interaction type: Agent performance statistics.
Added ability to route chat interactions: Respond to chat interactions.
Added ability to set call forwarding and see when call forwarding is enabled: Call forwarding.
Added Safari to the list of supported browsers: Administrator requirements.
Added setting to configure queue selection to persist for multiple calls on behalf of queues: Make a call.
Added information about microphone sharing requirement for Firefox users: Log in.
Added information about licensing requirements: Administrators requirements.
Window automatically opens after an interaction ends: Wrap up an interaction.
If agent is not a member of a queue, On Behalf of Queue box does not appear in client: Make a call.
Callback interactions screen pop based on ANI by default: Screen pop.
Moved selection to bottom of WebRTC Settings window: Change your WebRTC phone settings.
Removed check box from the Wrap-up window: Wrap up an interaction.
Added secure pause call control to pause recordings: Call controls.
Get user feedback about articles.