Recent Announcements

• 12/13/2021 - Permission enforcement for adherence notifications Description We will begin enforcing permissions for adherence notifications for the following topic v2.users.{id}.workforcemanagement.adherence Subscribing to the topic will not be permitted unless the user making the request has WFM:agentSchedule:View or WFM:agentAdherence:Notify or WFM:realtimeAdherence:View. See updated documentation for v2.users.{id}.workforcemanagement.adherence on the available topics page: https://developer.genesys.cloud/api/rest/v2/notifications/available_topics. Change Category API, Notifications Change Context Receiving adherence updates should require permissions. Change Impact If the user does not have one of the required permissions then the request will return a 403 error. Please be aware that if multiple topics are being subscribed to any permission failure will return a 403 error for the entire request and result in all subscriptions to not be fulfilled. Date of Change On or after March 08, 2022 Impacted APIs POST /api/v2/notifications/channels/{channelId}/subscriptions for topic v2.users.{id}.workforcemanagement.adherence References WEM-396, WEM-429
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• 12/9/2021 - Deprecation: "Get journey sessions by customer" action in Architect Description We plan to deprecate the "Get journey sessions by customer" action in Architect. This action was used to get all previous sessions for a given customer. As we continue to focus our efforts on identity stitching, we will be associating journey sessions with external contacts in the future. As part of this change, the services that supports the "Get journey sessions by customer" data action will be deprecated. This change does not affect the "Get journey session by ID" action, and we will also be adding a new action in the near future to get journey sessions for a given external contact. If you were planning to use this data action and want to learn about alternative options, please email darragh.kirwan@genesys.com. Change Category Informational Change Context We are deprecating this now because the service that it depends on will be removed sometime in the middle of next year (date TBD) and the action currently has no users using it. The risk of delaying this deprecation is that users would begin to use it and it would become more complex to remove it. Change Impact As we have no customers using it, we don't anticipate any adverse impact. We will be releasing a new data action in the future to provide the same functionality but using an external contact ID as the customer identifier. This has already been built and is currently behind a feature toggle. Date of Change Feb 09, 2022 Impacted APIs No APIs, just an architect data action. (The API that powers it is not public.) References AI-526
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• 12/3/2021 - SMS number provisioning change Description Genesys Cloud SMS number provisioning is moving over to an asynchronous operation, where these operations were previously done synchronously. This async process will be much more fault tolerant and give customers more stability when purchasing new numbers to use with SMS in Genesys Cloud. Change Category Informational API Change Context In order to allow our customers to interact with external vendors when doing provisioning operations on SMS numbers for Genesys Cloud, we are moving over to an async provisioning/de-provisioning process. This will allow longer running operations to complete successfully for our customers on a more consistent basis. This also allows us to move to other external vendors (which only support async provisioning) in the future. After the change date listed, the listed resources will only support Async provisioning operations going forward. The consumer impacted change is explained more below, and explanation of how they can appropriately change over to the async path. Change Impact When provisioning and de-provisioning SMS numbers there is now a new query parameter called "async" on these API resources. In the future Async will be required to be set to "true" for all provisioning operations. Today with the default path (async=false) these resources respond with a 200 OK response after the api call completes, and this means the operation is done. Going forward all consumers should be using the new path (async=true), and the resources will respond with a 202 Accepted response code, and this means the operation has been accepted, but is not finished yet. The new process, when this async parameter is set to "true", is that when the consumer gets the '202 Accepted' API response when making the request (POST/PUT/DELETE). The resources will respond with a 'provisioningStatus' object discussed below. The consumer can then use the GET /api/v2/routing/sms/phonenumbers/{addressId} to Poll for the operation's results. The GET response will contain the following '{"provisioningStatus":{"action":"Create,Update,Delete","state":"Running,Completed,Failed", "error":{}}}` Once the state transitions to "Completed" or "Failed" the Async operation is now finished. Date of Change Mar 01, 2022 Impacted APIs POST /api/v2/routing/sms/phonenumbers PUT /api/v2/routing/sms/phonenumbers/{addressId} DELETE /api/v2/routing/sms/phonenumbers/{addressId} References MSG-2921
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• 11/24/2021 - Removing endpoint for uploading WFM historical data file in JSON format Description Removing endpoint for uploading WFM historical data file in JSON format (POST /api/v2/uploads/workforcemanagement/historicaldata/json) Change Category API Change Context Due to the sunsetting of the WEM solution for hybrid orgs, we are removing the JSON upload endpoint that was designed to be used by hybrid customers to upload historical data into Genesys Cloud. Change Impact No Customer Impact. The APIs that are being removed are not currently in use by any end-user. No known apps consume this API outside of official Genesys apps. Date of Change Jan 24, 2022 Impacted APIs POST /api/v2/uploads/workforcemanagement/historicaldata/json References https://inindca.atlassian.net/browse/WFM-9262
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• 11/23/2021 - Change to comparisonperiods APICategory: Public API Summary: An API change is being made to the Genesys Predictive Routing GET comparisonperiods response contract. The following fields are being deprecated and will be revamped, please note these fields wont be removed until the dependant admin ui work is complete: kpiTotalOn kpiTotalOff interactionCountOn interactionCountOff They will be replaced but the following list, which will contain the above fields with associated media types: kpiResults Example of how kpiResults will look: "kpiResults": [ { "kpiTotalOn": 100800, "kpiTotalOff": 220800, "interactionCountOn": 1569999, "interactionCountOff": 1669999, "mediaType": "voice" }, { "kpiTotalOn": 12345, "kpiTotalOff": 54321, "interactionCountOn": 6789, "interactionCountOff": 9876, "mediaType": "email" } ] Context: This change is to allow Genesys Predictive Routing’s comparison periods to support multiple media type i.e voice, email, message. The following public and preview APIs will be affected: GET /api/v2/routing/comparisonperiods GET /api/v2/routing/queues/{queueId}/comparisonperiods GET/api/v2/routing/queues/{queueId}/comparisonperiods/{comparisonPeriodId} Impact: No customers use the API at this time. This will only impact admin-ui, in which the admin-ui work to cater for this API which is planned to completed the the Genesys Predictive Routing Team Date of Change: on competition of AP-10099
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• 11/17/2021 - Tidy up of the contract docs for GET journey session(s) APIsCategory: API Summary: An API documentation change is being made to GET journey session(s) API response contracts - the following nested fields will be removed: segmentAssignments.segment.segment outcomeAchievements.outcome.outcome Context: This is a fix for an API contract documentation bug. The nested fields being removed from the contract docs are not actually populated on the API responses. The following public and preview APIs will be affected: GET /api/v2/journey/sessions/{sessionId} GET /api/v2/journey/customers/{customerIdType}/{customerId}/sessions GET /api/v2/journey/externalcontacts/{externalContactId}/sessions Impact: This is a documentation update. The actual data returned on the APIs is unchanged. Date of Change: Imminent.
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• 11/16/2021 - Embedded Client Apps: Adding support for configurable PermissionsPolicyCategory: Embedded Client Apps (Developers, Vendors, and Administrators) Summary: Apps now supports configurable PermissionsPolicy. This is an emerging standard that is mostly being supported by Chrome but also has been implemented in certain circumstances in other browsers. For a while now, we’ve added a few of these by default for all apps to help ease browser inconsistencies. The spec and browser support is now to a place where we can make these configurable. So, we’ve toggled the behavior of adding these by default and are moving to opt-in. The available permissions are: camera, microphone, geolocation, clipboard-write, fullscreen, display-capture. developer.mozilla.org Feature-Policy - HTTP | MDN The HTTP Feature-Policy header provides a mechanism to allow and deny the use of browser features in its own frame, and in content within any Context: We have added the ability to manually opt into specific permissions on a per-app basis. As such, we will be removing the automatic insertion of the following permissions: camera, microphone, and geolocation. Additionally we are requiring that App vendors and Administrators manually opt into the minimum required permissions required by each app. The principle of least privilege should always be followed to ensure a balance among security, features, and privacy. These permissions will be added to the iframe's permissions policy for origins matching the app's url (i.e. the default behavior of allowlist). Impact: Upon removal of the automatic insertion of the default permissions, usage of the microphone, camera, and geolocation from within Embedded Client Applications will be blocked unless explicitly allowed. The new permissions you can also enable are clipboard-write, fullscreen, and display-capture. Ad-hoc Embedded Client App Developers/Administrators: Assess which permissions your Embedded Client App needs to support. If needed, go to Admin -> Integrations. Open your app definition, navigate to the Configuration tab, and add permissions to the Iframe Feature/Permissions Policy field. Premium App Vendor/Partners: Assess which permissions your Premium App needs to support. If needed, contact zachary.hinkle@genesys.com to have your static permissions options updated. Date of Change: On 1/19/2022, we will disable the automatic insertion of the camera, microphone, and geolocation permissions for all apps. At this point, apps will need to explicitly opt into these permissions, otherwise they will be blocked. Impacted APIs: This change primarily affects App configuration and is not an API change per se. If working with integrations dynamically, the permissions can be configured via the following endpoint: PUT /api/v2/integrations/{integrationId}/config/current References: ATEAM-398 developer.mozilla.org Feature-Policy - HTTP | MDN The HTTP Feature-Policy header provides a mechanism to allow and deny the use of browser features in its own frame, and in content within any
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• 11/15/2021 - Change to allowable values for sortBy field in /routing/queues/divisionviews/allCategory: API, Informational Summary: It has been discovered that a certain API endpoint has incorrect documentation. /api/v2/routing/queues/divisionviews/all indicates that id and divisionId are valid options for the sortBy field. however, this is incorrect. All results from this endpoint are sorted only by queue name. The change that will be made is that id and divisionId will be removed from the list of allowable values for the sortBy parameter. Impact: There will be no change to endpoint results. All results were already being sorted by name. SDK users may see changes to the sort options offered by this endpoint, which may result in previously-valid values no longer being accepted. Such changes would only be seen upon manually updating to a new SDK version. Date of Change: The change is expected to reach production within the next two weeks. Impacted APIs: /api/v2/routing/queues/divisionviews/all References: AS-2050
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• 11/10/2021 - NEW: Open messaging API enhancementsNew API enhancements for open messaging are available starting today. There are several enhancements bundled in there, along with a brand new API to retrieve conversation ID or inbound and outbound receipts. To retrieve a conversation ID given a message ID, use the new API GET /api/v2/conversations/messages/{messageId}/details. More details at https://developer.genesys.cloud/api/digital/openmessaging/gettingConversationId. For more information on inbound and outbound receipts, see https://developer.genesys.cloud/api/digital/openmessaging/receipts Open messaging API enhancements Developers can now take advantage of a variety of open messaging API enhancements, such as inbound and outbound delivery receipts and user-scoped authorization for inbound messaging. Developers can now also pass custom attributes when starting a new conversation or sending a reply, and retrieve a conversation ID using a message ID. For more information, see Open messaging in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I. See release notes for the full release announcement: November 10, 2021 - Genesys Cloud Resource Center Let us know what feedback you have and what other enhancements you'd like to see added.
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• 10/18/2021 - Removing invalid "total" property in GET all topics for in speech and text analyticsCategory: API, Informational Summary: The 'total' field in the get all topics APIs will be removed when they are invalid. Context: In early September, a total field was introduced to the get all topics API unintentionally. It will always return 0 and should be ignored. The change will update the total field to return the proper value if the feature is enabled, and remove the field if the feature is disabled. Impact: Before the date of the change, ignore the 'total' field returned from the get all topics API. Date of Change: On or after 1st of December 2021 Impacted APIs: GET: /api/v2/speechandtextanalytics/topics References: GIA-7995
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• 10/14/2021 - Removing external organization id property when creating a new outbound messaging conversationCategory: API, Informational Summary: The externalOrganizationId property on the request to create a new outbound messaging conversation is being removed Context: Although externalOrganizationId has been a valid property on the request since its creation, that property has never been utilized. As part of upcoming improvements to identity stitching and customer journey the request will be updated to make use of any included external contact information. The request already includes an externalContactId property, which will be used to specify the external contact involved, making externalOrganizationId unnecessary and potentially misleading given that the external organization is determined by the external contact. Impact: Since externalOrganizationId has never been utilized there should be no impact to API clients, however any clients including externalOrganizationId in the request should remove it to avoid any confusion. Date of Change: Immediate Impacted APIs: POST /api/v2/conversations/messages References: RELATE-2382
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