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Genesys Cloud – April 29, 2020

Platform

New AWS region deployments

Genesys now includes the Canada (Canada Central) (ca-central-1), EU (London) (eu-west-2), and Asia Pacific (Seoul) (ap-northeast-2) regions in its Genesys Cloud deployment. Service deployments to these regions begin April 29, 2020. New Genesys Cloud customers can choose the region closest to their main site location. For more information, see . 

Refresh tokens for secure authentication

Developers can now use the refresh token grant type with their secure authentication implementation. Refresh tokens are credentials used to obtain access tokens. The authorization server issues refresh tokens to clients to obtain a new access token when the current access token becomes invalid or expires. This feature enables clients to maintain a valid access token without user interaction. For more information, see in the Developer Center. 

Communicate

Genesys Cloud Voice availability for new AWS region 

Genesys now includes the Canada (Canada Central) (ca-central-1) region in its Genesys Cloud Voice deployments. For more information, see .

BYOC Cloud availability for new AWS regions 

Genesys now includes the Canada (Canada Central) (ca-central-1), EU (London) (eu-west-2), and Asia Pacific (Seoul) (ap-northeast-2) regions in its BYOC Cloud deployments. For more information, see . 

Contact center

Introducing improved workforce management features for selected regions

    Improved workforce management features are now available in the US West (Oregon) (us-west-2), EU (Frankfurt) (eu-central-1), EU (Ireland) (eu-west-1), Canada (Canada Central) (ca-central-1), EU (London) (eu-west-2), and Asia Pacific (Seoul) (ap-northeast-2) regions, and coming soon to other regions. Designed to meet the needs of larger, more complex, international customers, the improved features deliver advanced, powerful, and easy-to-use forecasting and scheduling capabilities. Business units and planning groups can enable forecasting and scheduling across multiple management units that share queues, while retaining management unit level permissions. Service goal templates help managers assign service goals to similar groups. Forecasting and scheduling enhancements allow organizations to plan up to six weeks ahead. Multi-week scheduling constraints enable customers to build work plans that adhere to international labor laws and worker agreements. Genesys performs the migration automatically, with no existing customer configuration changes. For more information, see and .

    Improved ACD messaging for Facebook Messenger 

    Genesys now provides an easier way for customers to use Facebook Messenger to interact with agents using Genesys Cloud messaging channels. Administrators can use the new Genesys Cloud for Facebook Messenger integration instead of creating their own Facebook App and completing Facebook App Review. Simply log into Facebook through Genesys Cloud to connect the integration to your Facebook business page. For more information, see .

    Inbound MMS support for SMS messages

    Genesys Cloud now supports inbound MMS on US and Canadian SMS long code numbers. This feature enables agents to receive and view .jpg, .png, and .gif media in the agent user interface. For more information, see .

    Interrupt a Google Dialogflow agent in an Architect flow

    Administrators and contact center managers can now configure barge-in functionality for the Call Dialogflow Bot action in call flows that use the Google Dialogflow integration. This feature requires  version 1.0.0.8974 or later. For more information, see  and . 

    Integrations

    SMTP server integration for outbound emails

    Administrators can now configure an SMTP server to send emails. This new option is an alternative to the default Amazon Web Service’s Simple Email Service (SES). For more information, see .

    Deprecations

    WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions

    On April 29, 2020, Genesys removed the Average Talk Time (ATT) and After Call Work (ACW) metrics from the short-term forecasting feature in workforce management in the US West (Oregon) (us-west-2), EU (Frankfurt) (eu-central-1), and EU (Ireland) (eu-west-1) regions. Removal in other regions is aligned with the improved workforce management features availability in the same regions. For more information, see .

    Contact center dashboard in Performance Overview menu deprecation removal

    Genesys removed the Contact Center dashboard from the Performance > Overview menu on April 29, 2020. For more information, see .