Genesys Cloud FedRAMP region release notes

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View current and past releases below. 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.

For a preview of Genesys Cloud’s next release, see FedRAMP region – Features coming soon. For other upcoming features, see Platform announcements.

For announcements about our development platform and public APIs, see the Genesys Cloud Developer Forum.

Genesys Cloud FedRAMP region – November 18, 2024 New

Customer engagement

  • Quick replies, cards, and carousels for open messaging
  • Third-party Facebook, Instagram, and WhatsApp messaging 
  • Automatically pause co-browse session for specific pages
  • Real-time WhatsApp message status tracking
  • External Contacts external ID support
  • Workitems List View filter and sort support

Data, analytics, and reporting

  • Enhanced bulk import for external contacts

Workforce engagement

  • GCBA proxy server support
  • Enhanced date format display for workforce management agents

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Genesys Cloud FedRAMP region – November 11, 2024

Customer engagement

  • Enable UUI retrieval from outbound call responses

Employee productivity

  • Improved agent messaging interface
  • Keyboard support for DTMF input in embedded framework

Open platform

  • Genesys Cloud Voice number management UI improvements

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Genesys Cloud FedRAMP region – November 4, 2024

Customer engagement

  • Work items custom panel support
  • Introducing Architect workitem flows for enhanced work automation
  • Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

  • Enhanced interaction visibility in agent status widget
  • Sentiment and agent empathy analysis for Swiss German language

Open platform

  • Genesys Cloud Voice now available in FedRAMP region (USE2)
  • Additional conversation events for the Operational Console

Self service and automation

  • Architect toolbox search option
  • Knowledge workbench connectors for Salesforce and ServiceNow

Deprecations

  • Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

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Genesys Cloud FedRAMP region – October 28, 2024

Account management

  • Simplified customer firewall requirements

Customer engagement

  • Active callback columns for performance views

Data, analytics, and reporting

  • Journey flows tab in Architect for outbound call, inbound email and message flows
  • Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

  • Multi contextual panels

Open platform

  • Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

  • Drag and drop in Architect builders

Workforce engagement

  • Workforce management read-only continuous forecasting

View details