Genesys Cloud FedRAMP region release notes

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Employee productivity

  • Multi contextual panels
  • Agent Copilot summary API metrics and edited summaries
  • Fax interface update

Customer engagement

  • Retention of library selection in the Canned Responses Admin page
  • Updated pricing for social direct messages, SMS, and agentless outbound email
  • Enhanced email administration user interface
  • Configurable X integration sizes and new entry size
  • Send and receive media through X (formerly Twitter) channel
  • Genesys Cloud for X (Twitter) Direct Messaging integration

Data, analytics, and reporting

  • AI Insights at a glance
  • New digital response time and engagement metrics
  • On demand voice and digital transcript translation

Workforce engagement

  • Multiple answer selection in evaluation form questions

Deprecations

  • Deprecation: Workforce management historical data delete job API endpoints

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Employee productivity

  • Multi contextual panels

Customer engagement

  • Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

  • Enhanced Performance dashboards with real-time agent status counts by work team
  • AI insights about reasons for customer sentiment

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Employee productivity

  • Multi contextual panels
  • Introducing Genesys Agent Copilot
  • New email send permissions control

Customer engagement

  • Time-based conditions in call rule sets

Data, analytics, and reporting

  • Program and Detected Category filters and columns in Content Search view

Open platform

  • Script selection from in the Workitem Panel in Panel Manager

Self service and automation

  • Introducing Genesys Cloud Virtual Agent

Workforce engagement

  • Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning
  • Deprecation: Predictive Engagement support for ACD Web Chat 2.0

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Employee productivity

  • Multi contextual panels

Customer engagement

  • Sort by priority in skills-based dialing for Preview campaigns

Data, analytics, and reporting

  • Group Ring column and filter in Interaction views

Open platform

  • On Demand log capture for agents

Workforce engagement

  • Export agent summary data as PDF or CSV

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