Genesys Cloud – 2018
List of the Genesys Cloud release notes published in 2018.
Contact center
- ACD messaging channel conversation rate decrease
Platform
- Restrict Genesys Cloud embedding security enhancement
Contact center
- Dynamically referenced queues in Architect
- DNIS-based analytics views
- Export data from DNIS performance views
Contact center
- Outbound SMS on behalf of a queue
- External contact search for messaging channels
- Change agent’s status in Queues Activity Detail view
- View export for Agents Queues Detail view
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
Contact center
- Improved Queue Observation API metrics in Queues Activity views
- Export data from agents evaluation views
- Export data from Abandon Intervals Metrics view
Contact center
- Co-browse with Shift JIS encoding
Contact center
- IVR dynamically referenced prompts in Architect
- New wrap-up code views
- Export data from wrap-up code views
- Export data from agents summary status views
- In-progress view export improvements
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
Contact center
- Italian TTS and ASR language support
- Delete all contacts in a contact list API call
- Agent schedule change notifications
Contact center
- Call analysis region support for Costa Rica, Ecuador, and Nicaragua
Contact center
- Export data from skills performance views
Integrations
- AWS Lambda data actions integration
Platform
- Unified search across Genesys Cloud sites
Contact center
- Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
- Workforce management agent scheduling enhancements
- Run Now option on reports page
Contact center
- View export for Agents Performance and Queue Performance Detail aggregate views
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
Contact center
- Customize hold music
Platform
- Improved customer onboarding
Contact center
- Assign skills without the Master Admin role
- Web chat appearance enhancement
- Improved XLS formatting for reports
Contact center
- Aggregate detail views
- Flag problematic calls
- New HTML editor for email messages
Integrations
- Premium applications in the AppFoundry
- Skype for Business integration
Contact center
- Chinese (traditional) IVR support in Architect
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
Contact center
- Add contact numbers to DNC lists in agent scripts
- Workforce management permissions updates
Platform
- Group support for authorized organizations
- Introducing the Genesys Cloud Product Ideas Lab
Contact center
- Authenticated web chat
- Configurable whisper audio
- Agents Performance views
- Skills-based analytics view
- Interactions view enhancements
Platform
- GDPR compliance
Contact center
- Full view export for Queue Performance views
- Abandon metrics insights
- Automatic email reply configuration in Architect
Communicate
- Genesys Cloud Voice in France and the Netherlands
- Follow-me call forwarding
Contact center
- Holiday and emergency schedules for routing configuration
- Create data tables and retrieve data from Architect flows
- Queues Activity view for agents
Contact center
- Automatic time zone mapping
Platform
- EU (Frankfurt) region
Communicate
- Override calling name trunk setting
Contact center
- Queues performance view enhancements
- Analytics API metrics
Communicate
- Introducing BYOC (Bring Your Own Carrier)
Contact center
- Collapse and expand actions in Architect
- Transfer calls to queue permission
- Omnichannel interaction history for external contacts licensing
Communicate
- Genesys Cloud Voice in Ireland
Contact center
- Finnish IVR support in Architect
Integrations
- Import and export data actions for integrations
Platform
- Windows and Mac desktop app release notes
Integrations
- ACD voicemail enhancement in Genesys Cloud for Salesforce
- ACD voicemail enhancement in Genesys Cloud for Zendesk
- ACD voicemail enhancement in Genesys Cloud for Chrome
Contact center
- Markdown in scripts
- Assign queues when editing a person
- External contact address information in searches
Communicate
- Alternate NTP providers for premises Edge appliances
Contact center
- Agent Login-Logout Details report
- Calling party number field for queues validation
- Chinese (simplified) TTS and ASR language support
Integrations
- Outbound dialing campaign management in Genesys Cloud for Salesforce
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
Contact center
- Inbound SMS message routing
- Compliance abandon settings for campaigns
- Blind and consult transfer script actions
Communicate
- Genesys Cloud Voice in the United States rate decrease
Contact center
- Apply a different time zone to workforce management views
Platform
- Introducing the AppFoundry
Communicate
- Genesys Cloud Voice in the United Kingdom
Contact center
- Easier media type filtering in Interaction Details report spreadsheets
Communicate
- Take Back and Transfer operations for external trunks
Contact center
- Screen recording for Genesys Cloud desktop app
- Choose reply email addresses
- Create email rules
Contact center
- Architect home page and UI enhancements
- Send button for web chat
Platform
- Genesys response to Meltdown and Spectre vulnerability
Contact center
- Import and export scripts between organizations
- Swedish and Danish IVR prompt support in Architect
Contact center
- Web chat reconnect