Genesys Cloud – 2017
List of the Genesys Cloud release notes published in 2017.
Communicate
- User to User Information (UUI) support
- Phone provisioning from the cloud
Contact center
- Web chat schedules
- Enhanced support for external contacts in interactions
- Maximum shift start time variance
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
Contact center
- Undo or redo unsaved schedule changes
- Log in and log out times in Agent Activity Summary reports
Contact center
- Dialing group and site configuration campaign options
Contact center
- Variable initial values in Architect
Platform
- Genesys Cloud invoice enhancements
Contact center
- Alert notifications deleted after 30 days
Integrations
- Zendesk data actions integration
Contact center
- Improved support for external contacts in email interactions
Integrations
- Screen share and co-browse support for Genesys Cloud for Salesforce
- Screen share and co-browse support for Genesys Cloud for Zendesk
- Screen share and co-browse support for Genesys Cloud for Chrome
Contact center
- Architect bypass audio sequence support for call flows
- Workforce management short-term forecasting enhancements
- Workforce management supported media types
Integrations
- Microsoft Dynamics 365 data actions integration
- Support for Active Directory Connector custom attributes
Platform
- Free seating organization setting
Communicate
- USB-based Edge pairing
- Support for China-specific encryption certificates in Edge pairing process
Contact center
- Enhanced user selection in report editor
- Interactions view enhancements
Integrations
- Genesys Cloud data actions integration
Platform
- PCI DSS Level 1 compliance for Secure IVR
- Improved view of subscription, billing, and usage information
Contact center
- Scripts with email
Platform
- Resource Center faceted navigation search
Communicate
- Improved Edge clock synchronization
Contact center
- Route emails based on external contact information
Platform
- Notifications API topic and open source project for WFM RTA integrations
Contact center
- Architect Call.CurrentQueue built-in variable for in-queue call flows
- Global outbound campaign call settings
Integrations
- Store chat transcripts in Salesforce activity records
Contact center
- Secure call flows in Architect
- Architect Exit and Next Loop actions for all call flow types
- Automatic email responses
- Substitutions for canned responses
- Bulk addition of queues to agents
- Callbacks in reports and alerts
- Workforce management schedule administration enhancements
- Workforce management export enhancements
Integrations
- Custom client applications integration
- Web services data actions integration
Platform
- Client management for partners and resellers
Communicate
- Edge and Media Tier release notes email subscription
Contact center
- Schedule options for inbound email flows
Contact center
- ACD voicemail routing
- Co-browse for voice interactions
- Queues Activity views enhancements
- Callback filter in contact center dashboards and views
- Contact Property call rule condition enhancement
Platform
- Help panel enhancement
- Callback metrics in the Analytics API
Contact center
- Scripts with web chat
- Queues Performance view export
Contact center
- Extended select statement for Architect
Platform
- Genesys Cloud System Status page
Communicate
- View trunk status from multiple locations
Contact center
- Data actions in agent scripts
Integrations
- Routing Salesforce emails through Genesys Cloud for Salesforce
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
Platform
- Genesys Cloud Developer Blog
Platform
- Web chat event subscription
Contact center
- Local recording key management
Communicate
- Forward a voicemail
- Local site routing for Edge groups
Contact center
- Disable answering machine detection in call analysis responses
Contact center
- Screen share for voice interactions
- Call Data Action for call flows in Architect
Integrations
- Call data actions for Salesforce data actions
Communicate
- Voicemail messages for group ring
Contact center
- Configurable transfer timeout in Architect
Contact center
- Email routing based on language skill assignment
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
Contact center
- Screen share for chat
- Contact property call rule condition
- Norwegian Bokmal language support in Architect
Platform
- PCI DSS Level 1 compliance for Virtual Edges
Communicate
- Edge and Media Tier release notes enhancement
Contact center
- Select a default script for outbound calls
- Contact list sort enhancement
- Contact list filter
- Chinese (traditional) language support
Contact center
- Co-browse with chat interactions
- Outbound Campaign: Detailed Attempt History report
- Chinese and Dutch language support in Architect
- Call Data Action for email flows in Architect
Integrations
- Salesforce data actions
Platform
- Authentication improvements
- Genesys Cloud training website
Communicate
- IP network ping response on Edge appliances
Contact center
- Call recording consent
- Japanese, European Spanish, and US Spanish language support in Architect
Platform
- APIs for External Contacts features
Contact center
- Campaign event viewer
- Queues performance detail bar graph
- Pop a URL from the default script
Platform
- Java SDK for Android
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
Contact center
- External Contacts
- Advanced email routing in Architect
Integrations
- Salesforce External Contact Sync integration
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
Platform
- APIs for Collaborate features
Contact center
- Disabling of failed reports
- Callbacks adjustment in service level calculations
Platform
- Open Data Exporter tool for workforce management integrations
Contact center
- Search parameters for interactions performance views
- Orphaned recording recovery
Communicate
- Phone redundancy
Contact center
- Administrator control of recalls
- Campaign rule condition based on number of agents
- Campaign rule action for changing the dialing mode
Platform
- HIPAA compliance for Documents and chat history
Communicate
- Automated management of phone firmware
Contact center
- Visual work plans
Collaborate
- Loading of chat history
Contact center
- Outbound email on behalf of a queue
Integrations
- Genesys Cloud for CIC co-browse feature
Platform
- Admin UI relaunch
Contact center
- ACD support for chats in client integrations
- Genesys Cloud for Salesforce and Omni-Channel status sync
- ACD routing of third-party chat and email interactions
- Queues Performance summary and detail views
- IVR prompt support for ordinal numbers
- Italian language support in Architect
Communicate
- Web-based phone call controls in third-party applications
- Web-based phone volume settings
Contact center
- Email routing to an organization’s domain
- Architect audio debugging
- Inline images in emails
- Agent Metrics and Agent Metrics Export reports
Platform
- Admin UI
- Genesys Cloud community
Communicate
- Order management for number ports
Contact center
- Permissions required to manage and assign roles
Integrations
- Genesys Cloud for Chrome
Contact center
- Action to query bridged data sources in scripts
- Maximum lines for outbound dialing campaigns
- Norwegian and Mandarin Chinese support in Architect
Collaborate
- Language selection in browser and desktop apps
Contact center
- Thai language support in Architect