Genesys Cloud FedRAMP region – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until July 15, 2024. The feature descriptions in the July 15, 2024 Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Introducing the Queue routing performance view
Administrators can now use the new Queue Routing performance view to gain a better understanding of the routing settings performance for a specific queue when agents respond to interactions. This view offers detailed data about interactions that agents answer, including information on the chosen routing method and the last routing rules or rings reached, before an agent answers the interactions.
Web tracking API public endpoint
Administrators can now access a public endpoint for the web tracking API to ensure a streamlined and accessible process for tracking and analyzing visitor behavior. This feature enables the organization to track visitor interactions on the website through a public API and submit web event data without the need to deploy the JavaScript Tracker SDK. Previously, web tracking was enabled via the JavaScript SDK, which captured web events and sent them as beacon requests to the public API. The new public API endpoint provides greater flexibility in web event data collection and platform integration.
Improved native voice transcription accuracy for Arabic dialects
Genesys Cloud improved native voice transcription accuracy for Arabic (ar-WW) language.
Enhanced employee recognition for improved engagement
Supervisors can now reward positive agent behavior and performance with standardized, personalized recognitions. This new feature makes it easy to send recognitions through existing views such as the agent scorecard, scorecard insights, and supervisor overview. Employees receive a banner notification in their Activity view for any recognitions. This enhancement aims to boost employee engagement and morale by providing a fun and efficient way for supervisors to acknowledge their team's efforts.
Workforce Engagement Management (WEM) activity view in external web environments
Agents can now access schedules, evaluations, and their scorecard and leaderboard via the agent activity views embedded within web environments such as Salesforce. This feature enables agents to perform important tasks in a single view instead of switching between Genesys Cloud and other desktop environments.
Deprecation: Predictive Engagement support for ACD Web Chat 2.0
On July 6, 2025, Genesys will discontinue support for the previous ACD web chat version 2, available through chat widget versions 1.1 and 2.0. Predictive Engagement will also no longer support these earlier versions.
