Release date: 2024-06-17  : CX Mobile for Genesys Cloud 

New Features

• CX Mobile Agent & Manager: 
• None

Feature Corrections & Fixes

• CX Mobile Agent & Manager: 
• Updated explanation API allowing retrieval of late requests
• Minor UI fixes

Known limitations

• Video is not supported

Release date: 2024-06-06  : CX Mobile for Genesys Cloud 

New Features

• CX Mobile Agent & Manager: 
• Version checking and updated pop up to update mobile app upon app start up

Feature Corrections & Fixes

• CX Mobile Agent & Manager: 
• Improved application stability when using newly created Genesys accounts

Known limitations

• Video is not supported

Release date: 2024-04-30  : CX Mobile for Genesys Cloud 

New Features

• CX Mobile Agent & Manager: 
• Enhancements for Communicate users

Feature Corrections & Fixes

• CX Mobile Agent & Manager: 
• Fixes for communicate users with limited access scope

Known limitations

• Video is not supported

Release date: 2024-02-05  : CX Mobile for Genesys Cloud 

New Features

• CX Mobile Agent & Manager: 
• - New application packages published following app rebranding to CX Mobile
• - Added phone idle screens depending on user status (On or Off queue)
• - Added capability to navigate away and back to phone screen during active call providing access to all app screens with quick switch back to call control screen.

Feature Corrections & Fixes

• CX Mobile Agent & Manager: 
• - Multiple UI enhancements

Known limitations

• - Video is not supported

Release date: 2024-01-24 : CX Mobile for Genesys Cloud 

New Features

• CRM integration:
• - Implementation of Remote Phone capabilities. Agents can switch between phones to receive ACD calls.
• - CRM (MS Dynamics, SFDC and Other CRM) card displayed first on incoming calls
• - Users can swipe between 3 cards: CRM data, Conversation data and visual Call flow
• - Implementation of an option allowing to put the user off Queue when a mobile call is detected. This is to avoid getting an ACD call while on other mobile call.

Feature Corrections & Fixes

• CX Mobile Agent & Manager: 
• - Phone selection: correction of phone filtering
• - Added timestamp for token expiration push notification 
• - Corrections to WebRTC error handling
• - Logout notifications: the last 3 notifications are kept instead of only the latest one (5 min before token expiration)

Known limitations

• - Video is not supported

Release date: 2024-01-08 : CX Mobile for Genesys Cloud 

New Features

• Web Messaging:
• - Added typing indicator
• - Added image rendering in web messages
• - Added Send image in web messaging toolbar

Feature Corrections & Fixes

• CX Mobile Agent & Manager: 
• - Fixed Authorization flow following user role change (switch from Agent to Manager and vice versa)
• - Replaced last token used time stamp with user last login timestamp
• - Fixed Go off queue when not Responding

Known limitations

• - Support for remote mobile agents is under development
• - Social messaging is under development
• - Video is not supported yet

Release date: 2023-12-15 : CX Mobile for Genesys Cloud 

New Features

• - WEM Optimizer has been rebranded to CX Mobile
• - Updated Web Messaging End message modal screen
• - Updated Backend Services to support firebase notifications for web messaging

Feature Corrections & Fixes

• CX Mobile Manager: None
• CX Mobile Agent: None

Known limitations

• - Support for remote mobile agents is under development
• - Social messaging is under development
• - Video is not supported yet

Release date: 2023-12-01 : CX Mobile for Genesys Cloud 

New Features

• - Added Web Messaging
  • - List of web messaging conversations with the capability to switch between these
  • - Messaging: list items
    • Display contact custom attributes
    • Display the last conversation message
    • Display conversation details
    • Display indicator for unread messaged for each channel
  • - Messaging: chat panel
    • Display contact custom attributes when pressing corresponding avatar
    • Retrieve contact name from message attributes
  • - Messaging: toolbar
    • End message action
    • Transfer action
    • wrap up 
  • -Messaging: Alert panel for incoming messages
    • Display contact name from message attributes
    • Display custom attributes in table format
    • Display alerting timeout progress
    • Implement answer and reject messages

Feature Corrections & Fixes

• CX Mobile Manager: None
• CX Mobile Agent: None

Known limitations

• - Support for remote mobile agents is under development
• - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
• - Social messaging is under development
• - Video is not supported yet

Release date: 2023-11-18 : CX Mobile for Genesys Cloud 

New Features

• - Call history: Added Voice Quality indicator for each call participant
  • - Updated call flow section with visual voice quality indicators
  • - Call quality is classified in 5 levels (excellent, good, medium, low, poor)
  • - The call flow depicts the call quality through the corresponding colored icon for each call participant
• - Enhanced mobile connectivity over websockets
  • - Automatically recover connection after internet connection is restored
  • - Automatically reconnect and change channelId in case of an error
  • - Enhancement of ping mechanism to maintain websocket connectivity
• - Enhanced Backend Services to ensure faster firebase notifications are pushed to mobile devices

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

CX Mobile Agent: The following feature fixes are included in this release

• - WebRTC phone:
  • - Enhanced dynamic topic subscription management
  • - Optimized API usage
  • - Improved exception handling

Known limitations

• - Support for remote mobile agents is under development
• - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
• - Web and social messaging not supported yet
• - Video is not supported yet

Release date: 2023-11-06 : CX Mobile for Genesys Cloud 

New Features

• - Added option to control user recording on the app web portal
  • - user recording can be enabled/disabled by profile as Genesys doesn't provide a specific permission for this feature
• - Enhanced forward calls feature
  • - Added chevron on user's picture to easily detect call forwarding when enabled

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

CX Mobile Agent: The following feature fixes are included in this release

• - Documents:
  • - Updated audit API to replace deprecated one
• - WebRTC phone:
  • - Updated wrap up workflow to better handle conversations pending wrap up completion
  • - Added user recording control to enabled/disable it based on profile configuration
  • - Fix call forwarding algorithm
  • - Wrap up notes are now retrieved in case updated during the conversation

Known limitations

• - Support for remote mobile agents is under development
• - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
• - Web and social messaging not supported yet
• - Video is not supported yet

Release date: 2023-10-20 : CX Mobile for Genesys Cloud 

New Features

• - Added conference feature
  • - Added a screen to selected users and/or recent participants
  • - A badge is displayed with conference participants when participant screen is minimized
  • - Implemented mute, hold and remove conference participant actions
• - Added forward calls feature

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

CX Mobile Agent: The following feature fixes are included in this release

• - Metric board:
  • - Updated survey query to be in logged in user timezone instead of UTC 
• - WebRTC phone:
  • - Updated alert screen workflow when ACW is set to agent requested
  • - Not responding notification was sometimes received with a delay. For such cases an additional check of user routing status in Genesys Cloud

Known limitations

• - Support for remote mobile agents is under development
• - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
• - Web and social messaging not supported yet
• - Video is not supported by Genesys Cloud yet

Release date: 2023-10-10 : CX Mobile for Genesys Cloud 

New Features

• - Updated webRTC phone for Communicate users
• - Added support for integrating mobile phone contacts for all webRTC phone users
• - Added rename and delete recordings features for multiple recording segments for communicate user calls
• - Enhanced contact history by displaying various chevron icons indicating flagged call, missed call or scheduled callback for the conversation
• - Added firebase notification for token expiration to prompt users with confirmation of session extension and prevent auto-logout
• - Moved app version checked to login screen to automatically prompt users for app upgrade when available

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

CX Mobile Agent: The following feature fixes are included in this release

• - Optimized API calls for Estimated Waiting Time in WebRTC phone contact and transfer, consult screens
• - Enhanced firebase notifications to detect call end if answered on another device

Known limitations

• - Conference is not available as Genesys API is still in beta
• - Support for remote mobile agents is under development
• - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
• - Web and social messaging not supported yet
• - Video is not supported by Genesys Cloud yet

Release date: 2023-09-01 : CX Mobile for Genesys Cloud 

New Features

• - Added webRTC feature
• - Support for Inbound, Outbound calls as well as callbacks.
• - Voicemail and Contact history 
• - Support for multiple interactions

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

CX Mobile Agent: The following feature fixes are included in this release

• - Schedule activities were incorrectly displayed after updating time zone
• - Explanation requests were not automatically updated when approved or denied

Known limitations

• - Conference is not available as Genesys API is still in beta
• - Web and social messaging not supported yet
• - Video is not supported by Genesys Cloud yet