Mobile Messenger SDK

Start Date: September 07, 2023

The Mobile Messenger SDK provides a native plug-and-play messaging UI that developers can embed into their mobile apps, to enable messaging experiences with their end-users...

Skills Based Dialing for Preview/Progressive Campaigns

Start Date: September 27, 2023

Some administrators have the need to assign certain outbound records to agents that require a specific skill or set of skills...

Staffing Groups for Time-Off Limits

Start Date: October 18, 2023

A new grouping of employees called Staffing Groups will allow for time off limits to be applied to a smaller group of agents as opposed to just the entire management unit...

Genesys Predictive Engagement - Dynamic Outcome Targeting

Start Date: Nov 13, 2023

Outcome thresholds can be difficult for our customers to use and understand as the model returns values lower than they may expect when thinking about probability to achieve an Outcome...

Intent Miner: Portuguese Support

Release Date: November 27, 2023

Intent Miner is used to mine agent transcripts on Genesys Cloud and automatically suggest intents and utterances....

Journey Flows

Start Date: February 07, 2024

This feature is an interactive visualization tool that flow authors and contact center managers can use to explore their flow as a journey without leaving Architect...

SCORM and Learning Module

Start Date: March 18, 2024

Genesys Cloud can now support more Learning content than ever before with the inclusion of SCORM 1.2 conformity standards. You can host your SCORM packages directly within Genesys Cloud...

Genesys Cloud Functions

Start Date: March 21, 2024

Genesys Cloud Functions are intended to provide our customers with the ability to execute their own Node.JS code as part of a data action invocation...

External Contact Call History Display

Start Date: March 25, 2024

This feature will enable Genesys Cloud users to identify an External Contact and reach out to the External Contact more efficiently. The agents are now able to see the first and last name...

Data Tables User Interface Update

Start Date: April. 08, 2024

The Genesys Cloud updated the Architect data tables in the user interface views to provide a more visually intuitive experience. The existing functionality remains unchanged...

Multi-Contextual Panel

Start Date: April 23, 2024

This beta introduces introduces several fundamental changes to agent UI Interactions view behavior. The objective of this beta is to improve agent efficiency by providing ability to at-a-glance view and work with multiple...