View table: DeprecationNotices

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Table structure:

  • MintyDocsProduct - String
  • Title - String
  • Platforms - List of String
  • Announced - Date
  • RemovalStart - Date
  • Description - Wikitext
  • Affected - Wikitext
  • HowToPrepare - Wikitext

This table has 40 rows altogether.

Page MintyDocsProduct Title Platforms Announced RemovalStart Description Affected HowToPrepare
ATC/Deprecation-API endpoint change for web gateway service Genesys Predictive Engagement Website visitor count API change April 13, 2022 August 17, 2022 On 13 April, 2022, Genesys announced that it will replace the API used to retrieve the webpage visits effective 15 June, 2022.
Important
The deprecation date is now postponed to 17 August, 2022.
Due to the change, the visitCount variable that was available in the response earlier is replaced by the sessionCount variable.
Current API ac(api.customer.get, <Callback>)
New API ac(api.customer.getData, <Callback>)
If you deployed the API to track visits in your webpage, then you are affected.

Genesys will continue to resolve any major breakage until the end-of-life date.

Between the announcement date and the API change effective date, Genesys recommends that anyone working with this API updates the command on the website tracking snippet.
ATC/Deprecation-Deprecation of OS Family attribute Deprecation of OS Family attribute December 21, 2022 January 18, 2023 On January 18, 2023, Genesys will remove the OS Family attribute that is configured with a value Mac OS X.

As a result, the OS Family attribute that currently returns Mac OS X will return Mac OS.

All Genesys Predictive Engagement organizations that currently have segments and outcomes that use the OS Family attribute configured with value Mac OS X are affected. Update the value for the OS Family attribute to Mac OS.
ATC/Deprecation-Deprecation: Existing permission to view Live Now replaced by a new permission Deprecation: Existing permission to view Live Now replaced by a new permission May 24, 2023 June 21, 2023 On June 21, 2020, Genesys will replace the current Journey > Segment > Edit permission that is required to view Live Now with a new permission, Journey > Recent Sessions > View. All organizations that use Genesys Predictive Engagement are affected. The change of permission impacts access to Live Now only.

The segment editing operation that requires the Journey > Segment > Edit permission is not impacted. The operation will continue to use the same permission.

Grant the Journey > Recent Sessions > View permission to the administrators and supervisors who need access to Live Now.
ATC/Deprecation-Deprecation: former customer journey tab Genesys Predictive Engagement Deprecation: former customer journey tab February 22, 2023 April 26, 2023 On April 26, 2023, Genesys will replace the former customer journey tab with an enhanced version that is available with the addition of a new permission. Organizations that already added the permission are not impacted.

As a result, the former customer journey tab will no longer be available from the Live Now, Agent CX agent workspace, Interactions view, and Genesys Cloud for Salesforce embedded client interfaces.Live Now Difference.pngAgent Difference.png


All Genesys Predictive Engagement organizations that currently use only the former customer journey tab are affected. Organizations that already added the External Contacts > Session > View permission to the needed roles are not affected.

After the removal date, the former customer journey tab will no longer be available from the following interfaces:

  • Live Now
  • Agent CX agent workspace
  • Interactions view
  • Salesforce embedded view
 To prepare for the upcoming removal, add the External Contacts > Session > View permission to the roles that need access to the customer journey information.
ATC/Deprecation-Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions March 15, 2023 June 30, 2025 On March 15, 2023, Genesys will discontinue the sale and renewal of new licenses for Genesys Predictive Engagement on Genesys Engage on-premises, Genesys Engage Cloud, and Genesys Engage Multicloud (hybrid solutions). As a result, Genesys will migrate all existing organizations that are on hybrid solutions to Genesys Predictive Engagement on Genesys Cloud CX. All organizations that are on the hybrid solutions are affected. Following the announcement, Genesys will not release any new features on the hybrid solutions. Important dates follow:
Milestone Date
Last Order Date March 15, 2023
End of Maintenance June 30, 2025
End of Support June 30, 2025
Genesys will migrate the organizations that are on the hybrid solutions to Genesys Predictive Engagement on Genesys Cloud CX. Genesys will continue to support the hybrid solutions until June 30, 2025.
ATC/Deprecation-Deprecation: identify journey SDK method Deprecation: identify journey SDK method January 18, 2023 January 31, 2023 On January 31, 2023, Genesys will remove the functionality of the identify method that is used to add a customer record.

As a result, any calls made using the identify method will return no response.

All Genesys Predictive Engagement organizations that currently use the identify method to add information to a customer record are affected. After the removal date, the _actmi and _actmh cookies will no longer be created or updated. The existing cookies will retain the information that they had before the removal date.

However, since only the functionality is removed, all calls made using the method will not result in any errors. Instead, the calls will return a deprecation message.

To prepare for the upcoming removal, remove any references to the identify Journey SDK method.
ATC/Deprecation-Deprecation: Journey customer service deprecation Deprecation: Journey customer service deprecation May 10, 2023 June 7, 2023 On June 7, 2023, Genesys will remove the Customer Service APIs. Genesys replaced these APIs for both Live Now and Journey gadgets. This deprecation does not affect customers unless they are using the Customer Service API endpoints. This deprecation does not affect customers unless they try to replicate the replaced API endpoints; for example, create their own Live Now or Journey gadgets. You do not need to prepare for this deprecation.
ATC/Deprecation-Deprecation: select filters on journey event metrics Genesys Predictive Engagement Deprecation: select filters on journey event metrics January 25, 2023 March 1, 2023 On March 1, 2023, Genesys will remove the journeyCustomerId and journeyCustomerIdType dimensions from the Journey Aggregate Query API.

As a result, select filters that can be applied on the event metrics will no longer be available.

All Genesys Predictive Engagement organizations that currently use the Journey Aggregate Query API to query aggregate event metrics and subsequently filter and group the results based on customer ID and customer ID type are affected. After the removal date, the following events cannot be filtered by these dimensions:
  • SegmentAssignedEvent
  • WebActionEvent
  • WebEvent
  • OutcomeAchievedEvent
  • OutcomeAttributionEvent
 To prepare for the upcoming removal, remove the journeyCustomerId and journeyCustomerIdType dimensions from the groupBy query.
ATC/Deprecation-Journey Reporting Service Genesys Predictive Engagement Journey Reporting Service June 30, 2021 August 11, 2021 Starting on August 11, 2021, users can no longer access the Journey Reporting Service endpoints. Users of these endpoints must migrate to the Analytics API endpoint:
  • POST /journey/reports/aggregates/query => POST /analytics/journeys/aggregates/query
  • POST /journey/reports/aggregates/frequent => POST /analytics/journeys/aggregates/query
 If you are a Genesys Predictive Engagement customer and you are not using the Analytics API endpoint currently, this change affects you.
Important
If you are using the Analytics API endpoint already, ensure that the /journey/reports/aggregates/query and /journey/reports/aggregates/frequent endpoints are not in use.
The following changes are behind a feature toggle on the Predictive Engagement frontend to allow for testing and safe deployment:
  • There is no zero-padding; you need to implement it.
  • The JSON query and response structure is different when querying for frequent values. It is now the same as querying for a regular count, and the frequent values need parsed out from the "group" in the returned JSON response. For example, "group" : { "journeyDeviceType": "Apple"  }.

Migrate from POST /journey/reports/aggregates/query to POST /analytics/journeys/aggregates/query

The POST /journey/reports/aggregates/query endpoint queried the Analytics API and zero-padded any missing data that was returned. When migrating to the Analytics API endpoint, you need to implement this zero padding functionality.

Migrate from POST /journey/reports/aggregates/frequent to POST /analytics/journeys/aggregates/query

The POST /journey/reports/aggregates/frequent endpoint queried for a cached list of frequent values and used this list as dimensions for which to query Analytics API. With the POST /analytics/journeys/aggregates/query endpoint, you can query Analytics API directly with a groupBy of the same value used to query the frequent value endpoint. This query returns a sorted list of each dimension and its count.

Permissions

The POST /analytics/journeys/aggregates/query endpoint requires the analytics:journeyAggregate:view permission. The predictiveEngagement product has this permission already. For users who have the journey-report-view permission but not the predictiveEngagement product, add the analytics:journeyAggregate:view permission to their user account.

ATC/Deprecation-Select trait mapper traits Genesys Predictive Engagement Select mappable customer traits May 19, 2021 July 28, 2021 Genesys is ending support for the following customer traits:
  • displayName
  • gender
  • birthDate
  • companyName
  • dunsNumber
  • industry
  • numberOfEmployees
  • facebookId
  • messengerId
  • twitterId
  • telegramId

What does this mean?

Starting on July 28, 2021, the Journey JavaScript SDK will no longer collect these customer traits for use in Live Now or for segment, outcome, or action map configuration.

If you configured the Journey JavaScript SDK to gather one or more of these customer traits, this deprecation affects you. These traits will no longer appear in Live Now.

To continue using these traits in segments, outcomes, and action maps, use the AC(record) method to generate custom web events manually. For more information, see record.

ATC/Deprecation-Smart Tags Genesys Predictive Engagement Smart Tags September 12, 2019 October 16, 2019 Genesys will remove the Smart Tags feature in the Predictive Engagement platform. After the deprecation, any Smart Tags that were created for use in the Predictive Engagement platform will no longer function.

What does this mean?

Between the announcement date and end of support it will still be possible to access and edit existing Smart Tags, which will continue to work.

This end of feature has an impact if there are Smart Tags configured on your Predictive Engagement platform, and Smart Tags have been used to instrument Predictive Engagement functions. This does not impact new customers.

Going forward, we recommend that you use one of the following tag managers to deploy the Predictive Engagement tracking snippet:

  • Google Tag Manager
  • Adobe Launch
  • Adobe Dynamic Tag Manager
  • Tealium

In many cases, these tag managers provide predefined tags that allow you to easily customize the Predictive Engagement tracking snippet.

Perform an audit of the Smart Tags defined in your Genesys Predictive Engagement portal.

Work with your Genesys representative to determine how you can use predefined tags from your tag manager system instead.

As necessary, migrate your Smart Tags to be custom tags in your tag manager.

What if I need help or have questions?

Please reach out to your local Genesys representative.

ATC/Deprecation-TESt Genesys Predictive Engagement Deprecation: select filters on journey event metrics January 25, 2023 March 1, 2023 On March 1, 2023, Genesys will remove the journeyCustomerId and journeyCustomerIdType dimensions from the Journey Aggregate Query API.

As a result, select filters that can be applied on the event metrics will no longer be available.

All Genesys Predictive Engagement organizations that currently use the Journey Aggregate Query API to query aggregate event metrics and subsequently filter and group the results based on customer ID and customer ID type are affected. After the removal date, the following events cannot be filtered by these dimensions:

SegmentAssignedEvent WebActionEvent WebEvent OutcomeAchievedEvent OutcomeAttributionEvent

To prepare for the upcoming removal, remove the journeyCustomerId and journeyCustomerIdType dimensions from the groupBy query.
ATC/Deprecation-Webhooks Genesys Predictive Engagement Webhooks February 17, 2021 May 19, 2021 On May 19, 2021, Genesys removed the “webhooks” action type. Genesys Architect is more powerful than webhooks and easier to configure. The "Architect flows" action can trigger all use cases possible through webhooks and centralize webhook processing to the one action type.

What does this mean?

Any current webhook APIs from Genesys Predictive Engagement no longer work.

If your organization created action maps that use the "webhooks" action to send a webhook from Genesys Predictive Engagement to a third-party system, this deprecation affects you. To migrate from webhook actions to Architect flow actions:
  1. Ensure that you have the appropriate Architect flow permissions in Genesys Cloud CX, including Architect > UI > View for accessing Architect.
  2. In Genesys Cloud CX Architect, create and publish your workflows.
  3. In Genesys Predictive Engagement, edit your existing action maps that use the webhooks action and change the action type to Architect flows. Then, override the default variables with visitor-specific data.
Draft:ATC/Deprecation-API endpoint change for web gateway service Genesys Predictive Engagement Website visitor count API change April 13, 2022 August 17, 2022 On 13 April, 2022, Genesys announced that it will replace the API used to retrieve the webpage visits effective 15 June, 2022.
Important
The deprecation date is now postponed to 17 August, 2022.
Due to the change, the visitCount variable that was available in the response earlier is replaced by the sessionCount variable.
Current API ac(api.customer.get, <Callback>)
New API ac(api.customer.getData, <Callback>)
If you deployed the API to track visits in your webpage, then you are affected.

Genesys will continue to resolve any major breakage until the end-of-life date.

Between the announcement date and the API change effective date, Genesys recommends that anyone working with this API updates the command on the website tracking snippet.
Draft:ATC/Deprecation-Deprecation of OS Family attribute Deprecation of OS Family attribute December 21, 2022 January 18, 2023 On January 18, 2023, Genesys will remove the OS Family attribute that is configured with a value Mac OS X.

As a result, the OS Family attribute that currently returns Mac OS X will return Mac OS.

All Genesys Predictive Engagement organizations that currently have segments and outcomes that use the OS Family attribute configured with value Mac OS X are affected. Update the value for the OS Family attribute to Mac OS.
Draft:ATC/Deprecation-Deprecation: Existing permission to view Live Now replaced by a new permission Deprecation: Existing permission to view Live Now replaced by a new permission May 24, 2023 June 21, 2023 On June 21, 2020, Genesys will replace the current Journey > Segment > Edit permission that is required to view Live Now with a new permission, Journey > Recent Sessions > View. All organizations that use Genesys Predictive Engagement are affected. The change of permission impacts access to Live Now only.

The segment editing operation that requires the Journey > Segment > Edit permission is not impacted. The operation will continue to use the same permission.

Grant the Journey > Recent Sessions > View permission to the administrators and supervisors who need access to Live Now.
Draft:ATC/Deprecation-Deprecation: former customer journey tab Genesys Predictive Engagement Deprecation: former customer journey tab February 22, 2023 April 26, 2023 On April 26, 2023, Genesys will replace the former customer journey tab with an enhanced version that is available with the addition of a new permission. Organizations that already added the permission are not impacted.

As a result, the former customer journey tab will no longer be available from the Live Now, Agent CX agent workspace, Interactions view, and Genesys Cloud for Salesforce embedded client interfaces.Live Now Difference.pngAgent Difference.png


All Genesys Predictive Engagement organizations that currently use only the former customer journey tab are affected. Organizations that already added the External Contacts > Session > View permission to the needed roles are not affected.

After the removal date, the former customer journey tab will no longer be available from the following interfaces:

  • Live Now
  • Agent CX agent workspace
  • Interactions view
  • Salesforce embedded view
 To prepare for the upcoming removal, add the External Contacts > Session > View permission to the roles that need access to the customer journey information.
Draft:ATC/Deprecation-Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions March 15, 2023 June 30, 2025 On March 15, 2023, Genesys will discontinue the sale and renewal of new licenses for Genesys Predictive Engagement on Genesys Engage on-premises, Genesys Engage Cloud, and Genesys Engage Multicloud (hybrid solutions). As a result, Genesys will migrate all existing organizations that are on hybrid solutions to Genesys Predictive Engagement on Genesys Cloud CX. All organizations that are on the hybrid solutions are affected. Following the announcement, Genesys will not release any new features on the hybrid solutions. Important dates follow:
Milestone Date
Last Order Date March 15, 2023
End of Maintenance June 30, 2025
End of Support June 30, 2025
Genesys will migrate the organizations that are on the hybrid solutions to Genesys Predictive Engagement on Genesys Cloud CX. Genesys will continue to support the hybrid solutions until June 30, 2025.
Draft:ATC/Deprecation-Deprecation: identify journey SDK method Deprecation: identify journey SDK method January 18, 2023 January 31, 2023 On January 31, 2023, Genesys will remove the functionality of the identify method that is used to add a customer record.

As a result, any calls made using the identify method will return no response.

All Genesys Predictive Engagement organizations that currently use the identify method to add information to a customer record are affected. After the removal date, the _actmi and _actmh cookies will no longer be created or updated. The existing cookies will retain the information that they had before the removal date.

However, since only the functionality is removed, all calls made using the method will not result in any errors. Instead, the calls will return a deprecation message.

To prepare for the upcoming removal, remove any references to the identify Journey SDK method.
Draft:ATC/Deprecation-Deprecation: Journey customer service deprecation Deprecation: Journey customer service deprecation May 10, 2023 June 7, 2023 On June 7, 2023, Genesys will remove the Customer Service APIs. Genesys replaced these APIs for both Live Now and Journey gadgets. This deprecation does not affect customers unless they are using the Customer Service API endpoints. This deprecation does not affect customers unless they try to replicate the replaced API endpoints; for example, create their own Live Now or Journey gadgets. You do not need to prepare for this deprecation.
Draft:ATC/Deprecation-Deprecation: select filters on journey event metrics Genesys Predictive Engagement Deprecation: select filters on journey event metrics January 25, 2023 March 22, 2023 On March 22, 2023, Genesys will remove the journeyCustomerId and journeyCustomerIdType dimensions from the Journey Aggregate Query API.

As a result, select filters that can be applied on the event metrics will no longer be available.

All Genesys Predictive Engagement organizations that currently use the Journey Aggregate Query API to query aggregate event metrics and subsequently filter and group the results based on customer ID and customer ID type are affected. After the removal date, the following events cannot be filtered by these dimensions:
  • SegmentAssignedEvent
  • WebActionEvent
  • WebEvent
  • OutcomeAchievedEvent
  • OutcomeAttributionEvent
 To prepare for the upcoming removal, remove the journeyCustomerId and journeyCustomerIdType dimensions from the groupBy query.
Draft:ATC/Deprecation-End of Life Announcement End of Life Announcement March 15, 2023 June 30, 2025
Draft:ATC/Deprecation-Journey Reporting Service Genesys Predictive Engagement Journey Reporting Service June 30, 2021 August 11, 2021 Starting on August 11, 2021, users can no longer access the Journey Reporting Service endpoints. Users of these endpoints must migrate to the Analytics API endpoint:
  • POST /journey/reports/aggregates/query => POST /analytics/journeys/aggregates/query
  • POST /journey/reports/aggregates/frequent => POST /analytics/journeys/aggregates/query
 If you are a Genesys Predictive Engagement customer and you are not using the Analytics API endpoint currently, this change affects you.
Important
If you are using the Analytics API endpoint already, ensure that the /journey/reports/aggregates/query and /journey/reports/aggregates/frequent endpoints are not in use.
The following changes are behind a feature toggle on the Predictive Engagement frontend to allow for testing and safe deployment:
  • There is no zero-padding; you need to implement it.
  • The JSON query and response structure is different when querying for frequent values. It is now the same as querying for a regular count, and the frequent values need parsed out from the "group" in the returned JSON response. For example, "group" : { "journeyDeviceType": "Apple"  }.

Migrate from POST /journey/reports/aggregates/query to POST /analytics/journeys/aggregates/query

The POST /journey/reports/aggregates/query endpoint queried the Analytics API and zero-padded any missing data that was returned. When migrating to the Analytics API endpoint, you need to implement this zero padding functionality.

Migrate from POST /journey/reports/aggregates/frequent to POST /analytics/journeys/aggregates/query

The POST /journey/reports/aggregates/frequent endpoint queried for a cached list of frequent values and used this list as dimensions for which to query Analytics API. With the POST /analytics/journeys/aggregates/query endpoint, you can query Analytics API directly with a groupBy of the same value used to query the frequent value endpoint. This query returns a sorted list of each dimension and its count.

Permissions

The POST /analytics/journeys/aggregates/query endpoint requires the analytics:journeyAggregate:view permission. The predictiveEngagement product has this permission already. For users who have the journey-report-view permission but not the predictiveEngagement product, add the analytics:journeyAggregate:view permission to their user account.

Draft:ATC/Deprecation-Select trait mapper traits Genesys Predictive Engagement Select mappable customer traits May 19, 2021 July 28, 2021 Genesys is ending support for the following customer traits:
  • displayName
  • gender
  • birthDate
  • companyName
  • dunsNumber
  • industry
  • numberOfEmployees
  • facebookId
  • messengerId
  • twitterId
  • telegramId

What does this mean?

Starting on July 28, 2021, the Journey JavaScript SDK will no longer collect these customer traits for use in Live Now or for segment, outcome, or action map configuration.

If you configured the Journey JavaScript SDK to gather one or more of these customer traits, this deprecation affects you. These traits will no longer appear in Live Now.

To continue using these traits in segments, outcomes, and action maps, use the AC(record) method to generate custom web events manually. For more information, see record.

Draft:ATC/Deprecation-Smart Tags Genesys Predictive Engagement Smart Tags September 12, 2019 October 16, 2019 Genesys will remove the Smart Tags feature in the Predictive Engagement platform. After the deprecation, any Smart Tags that were created for use in the Predictive Engagement platform will no longer function.

What does this mean?

Between the announcement date and end of support it will still be possible to access and edit existing Smart Tags, which will continue to work.

This end of feature has an impact if there are Smart Tags configured on your Predictive Engagement platform, and Smart Tags have been used to instrument Predictive Engagement functions. This does not impact new customers.

Going forward, we recommend that you use one of the following tag managers to deploy the Predictive Engagement tracking snippet:

  • Google Tag Manager
  • Adobe Launch
  • Adobe Dynamic Tag Manager
  • Tealium

In many cases, these tag managers provide predefined tags that allow you to easily customize the Predictive Engagement tracking snippet.

Perform an audit of the Smart Tags defined in your Genesys Predictive Engagement portal.

Work with your Genesys representative to determine how you can use predefined tags from your tag manager system instead.

As necessary, migrate your Smart Tags to be custom tags in your tag manager.

Draft:ATC/Deprecation-Webhooks Genesys Predictive Engagement Webhooks February 17, 2021 May 19, 2021 On May 19, 2021, Genesys removed the “webhooks” action type. Genesys Architect is more powerful than webhooks and easier to configure. The "Architect flows" action can trigger all use cases possible through webhooks and centralize webhook processing to the one action type.

What does this mean?

Any current webhook APIs from Genesys Predictive Engagement no longer work.

If your organization created action maps that use the "webhooks" action to send a webhook from Genesys Predictive Engagement to a third-party system, this deprecation affects you. To migrate from webhook actions to Architect flow actions:
  1. Ensure that you have the appropriate Architect flow permissions in Genesys Cloud CX, including Architect > UI > View for accessing Architect.
  2. In Genesys Cloud CX Architect, create and publish your workflows.
  3. In Genesys Predictive Engagement, edit your existing action maps that use the webhooks action and change the action type to Architect flows. Then, override the default variables with visitor-specific data.
Draft:PEC-AS/Deprecation-Voice Forward Agent Setup Voice Forward April 3, 2020 April 3, 2020 Test TEst Test
Draft:PEC-CDDS/Deprecation-Cloud Data Download Service Cloud Data Download Service Cloud Data Download Service March 31, 2023 March 31, 2024 As of March 31, 2023, Genesys announces the service retirement for Cloud Data Download Service (CDDS) on the Genesys Engage Cloud platform.

Cloud Data Download Service (CDDS) and User Data Management (UDM) are services provided by Genesys that allow customers to securely export and download data stored in Universal Contact Server (UCS) in Genesys Engage Cloud. UCS data includes contact information and interaction data that flows through the Genesys Engage Cloud platform.

CDDS has now become technically obsolete and does not provide all the features required by customers. Genesys will stop supporting CDDS effective March 31, 2024. This means that the cloud service will no longer be available, and Genesys will be unable to provide software patches, security updates, or other fixes for CDDS after the End of Service date.

If you are using Cloud Data Download Service (CDDS) with Genesys Engage Cloud, then you are affected as described above. To maintain similar functionality, Genesys recommends that customers upgrade to our User Data Management (UDM) product. With UDM also comes additional functionality such as GDPR management, new data filter options, and enhanced scheduling management.

The UDM API is very similar to the CDDS API to ensure backward compatibility with the tools developed for the CDDS API. The calls to the UDM API methods only require a change in the root path. We will add a tile for UDM on your Genesys Portal page, and you can update API calls as needed. Genesys can also assist you in migrating from CDDS to UDM. Please reach out to Customer Care if you need assistance.

CDDS and UDM are both free to use for any Engage Cloud customer, so no entitlement or sellable item change is required.

Note: CDDS is only available for Engage Cloud on AWS; whereas UDM is available for both Engage Cloud on AWS and Engage Cloud on Azure.

Related Documents

Click on the below links to view the following document:

Draft:PEC-Chat/Deprecation-Cloud Contact Center Chat Chat Cloud Contact Center Chat July 1, 2021 December 31, 2021 On December 31st, 2021, the legacy Cloud Contact Center Chat solution within Genesys Multicloud CX was deprecated.

Genesys introduced Advanced Chat in 2019. It is now the default chat solution for Genesys Multicloud CX, with richer features, functionality, scalability and stability.  As such, Genesys deprecated the legacy Cloud Contact Center Chat service based on Chat Server and Genesys Mobile Services (GMS) in Genesys Multicloud CX. Customers must upgrade to Advanced Chat before December 31st, 2021, to avoid any interruption to their web chat and mobile chat services.

Genesys re-architected our Chat platform for scale, simplicity and speed of innovation. Genesys Advanced Chat includes access to better features and functionality. Chat conversations are now asynchronous by default, and the same conversation model is applicable across Chat, SMS, Social and Messaging channels for ease of use by contact center agents. We are now using the newer Genesys Web Services (GWS) and Genesys Engagement Services (GES) instead of the older Genesys Mobile Services (GMS).

By upgrading to Advanced Chat, Genesys Multicloud CX customers benefit from the latest features and innovations, including the following:

  • Asynchronous, long-lived chat conversations
  • API to enable chat within the customer's mobile application
  • API to enable customized chat widget for web/mobile web channel
  • Rich media (currently emojis and images, with more capabilities planned)
  • Agent-initiated outbound chat messages
  • Chatbots*
  • Predictive Engagement*
  • Access to chat surveys in Designer
  • Improved stability and resilience
  • Faster access to new capabilities

?'"`UNIQ--nowiki-00000002-QINU`"'? additional license required.

This deprecation affects you if you use web or mobile chat services based on Genesys Chat Server and Genesys Mobile Services (GMS).  If your Service Order with Genesys lists "Cloud Contact Center Chat", you will need to update that line item with "Advanced Chat" upon your next contract renewal. Contact your Customer Success Manager to discuss the plan for your upgrade.  Genesys will provision Advanced Chat to your Engage Cloud deployment, enable Designer for “Advanced Chat mode”, and provide you with the new Chat API URL and API key.  You will need to publish a new Designer application and update Genesys Widgets on your website to use the new chat endpoint.  We recommend using a hidden page for testing purposes. Once you are satisfied everything is working as expected and you’ve notified your agents of the changes they’ll see in Workspace, you would then update your Widgets across your website, and publish the new Designer application to start using Advanced Chat.  Genesys will then remove legacy Contact Center Chat from your tenant.
Draft:PEC-COB/Deprecation-Genesys Co-browse Co-Browse Genesys Co-browse January 19, 2022 January 31, 2024 As of January 19, 2022, Genesys announces the End of Life for Genesys Co-browse. After January 19, 2022, customers on active maintenance contracts who currently use Genesys Co-browse may continue to use it until January 31, 2024. Genesys Co-browse will not be available in AWS cloud. Customer Care will provide limited support for Genesys Co-browse but will no longer be able to provide any software patches, security updates, or product fixes after the End of Maintenance date (July 19, 2023). To maintain Co-browse functionality, Genesys advises the customers to move to the replacement options listed in this document. This deprecation affects you if you use Genesys Co-browse. Genesys recommends customers using Genesys Co-browse to upgrade to Glance or Cobrowse.io partner offers before Genesys ends support on January 31, 2024.

Both Glance and Cobrowse.io offer a rich feature set, wider than the legacy Genesys Co-browse on several aspects. For example, both support co-browsing on mobile applications as well as screen sharing, PDF sharing, and on-screen annotations functions. Please refer to the related documentation for further description. These offers are available via two different channels:

Via the Genesys AppFoundry:

  • Glance: A cloud-based solution, available for cloud and on-premises deployments
  • Cobrowse.io: Available for cloud, private cloud, and on-premises deployments

Via Genesys Professional Services:

  • Cobrowse.IO PS Expert Application: The Cobrowse.io technology offered and sold by Genesys Professional Services. Write to PS_ExpertApps_Sales@genesys.com for more details.
Draft:PEC-PA/Deprecation-Agent Dashboard Platform Administration Agents Dashboard August 27, 2020 February 25, 2021 As of February 25, 2021, Agents Dashboard of Platform Administration (GAX) will be deprecated in Genesys Multicloud CX. The features of Agent Dashboard are available in Agent Setup platform administration portal. This deprecation affects you if you use Platform Administration (GAX) in Genesys Multicloud CX. Genesys recommends that all customers begin to use Manage agents in Agent Setup as soon as possible, instead of using Agents Dashboard in GAX. Begin using Agent Setup for all your platform administration needs. Customers are urged to ensure that they have access to Agent Setup before the deprecation date. Genesys recommends that customers plan this transition ahead of time, to avoid any last-minute issues.
Draft:PEC-REP/Deprecation-Genesys Interactive Insights Reporting Genesys Interactive Insights April 30, 2020 November 20, 2020 As of November 20, 2020, Genesys Interactive Insights (GI2) is deprecated in Genesys Multicloud CX (formerly known as PureEngage Cloud [PEC]). A new historical reporting product, Genesys Customer Experience Insights (Genesys CX Insights or GCXI), replaces GI2.

GCXI provides modern Business Intelligence (BI) reporting functionality, and includes similar reports to those provided with GI2, plus the following features and benefits:

  • New reports for Chat, Designer IVR, Email, and iWD reporting.
  • An extensive set of ready-made objects (attributes and metrics).
  • Visual dashboards.
  • 30+ Visualizations that you can use to create dashboards.
  • Plus, the ability to:
    • Easily personalize and customize reports and dashboards.
    • Control the content of reports and dashboards using prompts and filters.
    • Drill up and drill down.
    • Sort, add, and remove columns from the report templates.
    • Add subtotals/grand totals.
    • Customize report thresholds and colors based on conditions.
    • Add report auto styles.
    • Create dashboards on the fly using out-of-box report templates.
    • Create your own reports and dashboards using out-of-box attributes and metrics.
    • Schedule reports to run on a regular basis and be delivered to email, or to a History list.
    • Export to Excel, CSV, plain text, or PDF formats.

For more information about GCXI, see Get started with Genesys CX Insights.

This deprecation affects you if you use GI2. Genesys has already deployed GCXI in Genesys Multicloud CX, and recommends that all customers begin to use it as soon as possible, instead of GI2. Begin using GCXI reports and dashboards for all your historical reporting needs. GCXI includes similar reports to those provided with GI2. Re-create any custom reports built in GI2, or contact Genesys Professional Services to assist you.

Customers are urged to ensure they have all key custom reports available in GCXI before the GI2 deprecation date. Genesys recommends customers plan this transition ahead of time, to avoid any last-minute issues.

Draft:PEC-WFM/Deprecation-Agent (Classic) UI Workforce Management Agent (Classic) UI November 30, 2023 May 31, 2024 As of November 30, 2023, Genesys announces the feature deprecation for WFM Web for Agents (Classic) UI. WFM Web for agents includes two user interfaces currently (Classic agent UI and New agent UI). The new agent UI was introduced in December 2016, and expected to be used by customers replacing old (classic UI).

Genesys is implementing the deprecation plan and only new agent UI will be available post Deprecation date (May 31, 2024).

All users of WFM Web for Agents (Classic) UI are affected with this deprecation. Classic UI will be deprecated and only new UI will be available for agents. No extra effort of deployment or complex reconfiguration are necessary. After depreciation date (May 31, 2024), WFM Web will no longer include the classic UI interface and the new WFM Web for agents will be loaded when agents log on.


Related Documents

Click on the below links to view the following document:

Draft:PEC-WFM/Deprecation-AI Forecasting Workforce Management AI Forecasting October 8, 2021 April 8, 2022 As of April 8, 2022, the AI-powered Forecasting feature is deprecated in Genesys Multicloud CX and Genesys Engage on-premises deployments.

The market demand for this feature did not meet expectations, and support for this feature did not fit into future product architecture and design.

If you use AI-powered Forecasting, this feature is no longer available in the latest WFM Web Forecasting UI after the deprecation date.

Some WFM options used to enable this functionality are now disabled.

Switch to using the native forecasting methods (EAE, UME, template-based, copy historical data, or use value).
PEC-CDDS/Deprecation-Cloud Data Download Service Cloud Data Download Service Cloud Data Download Service March 31, 2023 March 31, 2024 As of March 31, 2023, Genesys announces the service retirement for Cloud Data Download Service (CDDS) on the Genesys Engage Cloud platform.

Cloud Data Download Service (CDDS) and User Data Management (UDM) are services provided by Genesys that allow customers to securely export and download data stored in Universal Contact Server (UCS) in Genesys Engage Cloud. UCS data includes contact information and interaction data that flows through the Genesys Engage Cloud platform.

CDDS has now become technically obsolete and does not provide all the features required by customers. Genesys will stop supporting CDDS effective March 31, 2024. This means that the cloud service will no longer be available, and Genesys will be unable to provide software patches, security updates, or other fixes for CDDS after the End of Service date.

If you are using Cloud Data Download Service (CDDS) with Genesys Engage Cloud, then you are affected as described above. To maintain similar functionality, Genesys recommends that customers upgrade to our User Data Management (UDM) product. With UDM also comes additional functionality such as GDPR management, new data filter options, and enhanced scheduling management.

The UDM API is very similar to the CDDS API to ensure backward compatibility with the tools developed for the CDDS API. The calls to the UDM API methods only require a change in the root path. We will add a tile for UDM on your Genesys Portal page, and you can update API calls as needed. Genesys can also assist you in migrating from CDDS to UDM. Please reach out to Customer Care if you need assistance.

CDDS and UDM are both free to use for any Engage Cloud customer, so no entitlement or sellable item change is required.

Note: CDDS is only available for Engage Cloud on AWS; whereas UDM is available for both Engage Cloud on AWS and Engage Cloud on Azure.

Related Documents

Click on the below links to view the following document:

PEC-Chat/Deprecation-Cloud Contact Center Chat Chat Cloud Contact Center Chat July 1, 2021 December 31, 2021 On December 31st, 2021, the legacy Cloud Contact Center Chat solution within Genesys Multicloud CX was deprecated.

Genesys introduced Advanced Chat in 2019. It is now the default chat solution for Genesys Multicloud CX, with richer features, functionality, scalability and stability.  As such, Genesys deprecated the legacy Cloud Contact Center Chat service based on Chat Server and Genesys Mobile Services (GMS) in Genesys Multicloud CX. Customers must upgrade to Advanced Chat before December 31st, 2021, to avoid any interruption to their web chat and mobile chat services.

Genesys re-architected our Chat platform for scale, simplicity and speed of innovation. Genesys Advanced Chat includes access to better features and functionality. Chat conversations are now asynchronous by default, and the same conversation model is applicable across Chat, SMS, Social and Messaging channels for ease of use by contact center agents. We are now using the newer Genesys Web Services (GWS) and Genesys Engagement Services (GES) instead of the older Genesys Mobile Services (GMS).

By upgrading to Advanced Chat, Genesys Multicloud CX customers benefit from the latest features and innovations, including the following:

  • Asynchronous, long-lived chat conversations
  • API to enable chat within the customer's mobile application
  • API to enable customized chat widget for web/mobile web channel
  • Rich media (currently emojis and images, with more capabilities planned)
  • Agent-initiated outbound chat messages
  • Chatbots*
  • Predictive Engagement*
  • Access to chat surveys in Designer
  • Improved stability and resilience
  • Faster access to new capabilities

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This deprecation affects you if you use web or mobile chat services based on Genesys Chat Server and Genesys Mobile Services (GMS).  If your Service Order with Genesys lists "Cloud Contact Center Chat", you will need to update that line item with "Advanced Chat" upon your next contract renewal. Contact your Customer Success Manager to discuss the plan for your upgrade.  Genesys will provision Advanced Chat to your Engage Cloud deployment, enable Designer for “Advanced Chat mode”, and provide you with the new Chat API URL and API key.  You will need to publish a new Designer application and update Genesys Widgets on your website to use the new chat endpoint.  We recommend using a hidden page for testing purposes. Once you are satisfied everything is working as expected and you’ve notified your agents of the changes they’ll see in Workspace, you would then update your Widgets across your website, and publish the new Designer application to start using Advanced Chat.  Genesys will then remove legacy Contact Center Chat from your tenant.
PEC-COB/Deprecation-Genesys Co-browse Co-Browse Genesys Co-browse January 19, 2022 January 31, 2024 As of January 19, 2022, Genesys announces the End of Life for Genesys Co-browse. After January 19, 2022, customers on active maintenance contracts who currently use Genesys Co-browse may continue to use it until January 31, 2024. Genesys Co-browse will not be available in AWS cloud. Customer Care will provide limited support for Genesys Co-browse but will no longer be able to provide any software patches, security updates, or product fixes after the End of Maintenance date (July 19, 2023). To maintain Co-browse functionality, Genesys advises the customers to move to the replacement options listed in this document. This deprecation affects you if you use Genesys Co-browse. Genesys recommends customers using Genesys Co-browse to upgrade to Glance or Cobrowse.io partner offers before Genesys ends support on January 31, 2024.

Both Glance and Cobrowse.io offer a rich feature set, wider than the legacy Genesys Co-browse on several aspects. For example, both support co-browsing on mobile applications as well as screen sharing, PDF sharing, and on-screen annotations functions. Please refer to the related documentation for further description. These offers are available via two different channels:

Via the Genesys AppFoundry:

  • Glance: A cloud-based solution, available for cloud and on-premises deployments
  • Cobrowse.io: Available for cloud, private cloud, and on-premises deployments

Via Genesys Professional Services:

  • Cobrowse.IO PS Expert Application: The Cobrowse.io technology offered and sold by Genesys Professional Services. Write to PS_ExpertApps_Sales@genesys.com for more details.
PEC-REP/Deprecation-Genesys Interactive Insights Reporting Genesys Interactive Insights April 30, 2020 November 20, 2020 As of November 20, 2020, Genesys Interactive Insights (GI2) is deprecated in Genesys Multicloud CX (formerly known as PureEngage Cloud [PEC]). A new historical reporting product, Genesys Customer Experience Insights (Genesys CX Insights or GCXI), replaces GI2.

GCXI provides modern Business Intelligence (BI) reporting functionality, and includes similar reports to those provided with GI2, plus the following features and benefits:

  • New reports for Chat, Designer IVR, Email, and iWD reporting.
  • An extensive set of ready-made objects (attributes and metrics).
  • Visual dashboards.
  • 30+ Visualizations that you can use to create dashboards.
  • Plus, the ability to:
    • Easily personalize and customize reports and dashboards.
    • Control the content of reports and dashboards using prompts and filters.
    • Drill up and drill down.
    • Sort, add, and remove columns from the report templates.
    • Add subtotals/grand totals.
    • Customize report thresholds and colors based on conditions.
    • Add report auto styles.
    • Create dashboards on the fly using out-of-box report templates.
    • Create your own reports and dashboards using out-of-box attributes and metrics.
    • Schedule reports to run on a regular basis and be delivered to email, or to a History list.
    • Export to Excel, CSV, plain text, or PDF formats.

For more information about GCXI, see Get started with Genesys CX Insights.

This deprecation affects you if you use GI2. Genesys has already deployed GCXI in Genesys Multicloud CX, and recommends that all customers begin to use it as soon as possible, instead of GI2. Begin using GCXI reports and dashboards for all your historical reporting needs. GCXI includes similar reports to those provided with GI2. Re-create any custom reports built in GI2, or contact Genesys Professional Services to assist you.

Customers are urged to ensure they have all key custom reports available in GCXI before the GI2 deprecation date. Genesys recommends customers plan this transition ahead of time, to avoid any last-minute issues.

PEC-WFM/Deprecation-Agent (Classic) UI Workforce Management Agent (Classic) UI November 30, 2023 May 31, 2024 As of November 30, 2023, Genesys announces the feature deprecation for WFM Web for Agents (Classic) UI. WFM Web for agents includes two user interfaces currently (Classic agent UI and New agent UI). The new agent UI was introduced in December 2016, and expected to be used by customers replacing old (classic UI).

Genesys is implementing the deprecation plan and only new agent UI will be available post Deprecation date (May 31, 2024).

All users of WFM Web for Agents (Classic) UI are affected with this deprecation. Classic UI will be deprecated and only new UI will be available for agents. No extra effort of deployment or complex reconfiguration are necessary. After depreciation date (May 31, 2024), WFM Web will no longer include the classic UI interface and the new WFM Web for agents will be loaded when agents log on.


Related Documents

Click on the below links to view the following document:

PEC-WFM/Deprecation-AI Forecasting Workforce Management AI Forecasting October 8, 2021 April 8, 2022 As of April 8, 2022, the AI-powered Forecasting feature is deprecated in Genesys Multicloud CX and Genesys Engage on-premises deployments.

The market demand for this feature did not meet expectations, and support for this feature did not fit into future product architecture and design.

If you use AI-powered Forecasting, this feature is no longer available in the latest WFM Web Forecasting UI after the deprecation date.

Some WFM options used to enable this functionality are now disabled.

Switch to using the native forecasting methods (EAE, UME, template-based, copy historical data, or use value).
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