Genesys Cloud FedRAMP region release notes
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| View Genesys Cloud’s next release | Features coming soon |
| View feature and platform updates and feature retirements | Announcements |
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| View diagnostic logs | Troubleshoot using the Genesys Cloud Operational Console |
Employee productivity
- Multi contextual panels
- Customizable summaries in AI Studio
Customer engagement
- WhatsApp outbound campaign schedules
- Profile panel support for workitems
- Conditional group activation based on real-time metrics
Data, analytics, and reporting
- Improved native voice transcription for English
Open platform
- Microsoft Dynamics 365 data actions integration new credential type
Self service and automation
- Enhanced knowledge suggestions in Genesys Agent Copilot
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification
Employee productivity
- Multi contextual panels
- Enable focus mode for agent apps
- Improved Collaborate chat read and unread message sync
- Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian
Customer engagement
- Access and promote external contacts directly in Architect
- Internal article linking within the knowledge base
Data, analytics, and reporting
- Search transcript content up to 90 days back
- Improved native voice transcription readability for Portuguese
- Exclude existing topics and phrases from topic mining
- Manage expiring and expired exports in the scheduled exports view
- Recover deleted dashboards from summary and owner pages
Self service and automation
- Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
- Virtual Agent performance dashboard
- New metrics for Architect bot and digital bot flows in the Optimization dashboard
Workforce engagement
- Set limits on shift types and weekend work in schedules
Employee productivity
- Multi contextual panels
Customer engagement
- Configurable outbound routes now available for customer first callbacks
Self service and automation
- Knowledge workbench V2 accessibility improvements
- Enhanced AI-powered slots for virtual agents
Workforce engagement
- Unlimited archived recording restorations
Deprecations
- Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Employee productivity
- Multi contextual panels
- Improved Collaborate Chat read and unread message sync
Data, analytics, and reporting
- Flow Outcomes and Milestones now available in Journey Management
