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.
Customer engagement
- Introducing the Queue routing performance view
- Web tracking API public endpoint
Data, analytics, and reporting
- Improved native voice transcription accuracy for Arabic dialects
Workforce engagement
- Enhanced employee recognition for improved engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Data, analytics, and reporting
- Real-time alerting based on agent’s after call work duration
- Real-time alerting for waiting interactions
- Configure rules for any user within a work team
- Topic miner German, Italian, and Portuguese language support
Open platform
- Dynamic documentation and trigger enablement for the Operational Console
- Enable automatic capture of console logs for troubleshooting
Workforce engagement
- Trade alternative shifts for enhanced workforce management shift management
Deprecations
- Deprecation: Legacy historical adherence query route
Platform
- Japanese translation of the Export report
Customer engagement
- Limit agent actions during co-browse sessions
Data, analytics, and reporting
- Trigger alerts based on the number of agents currently in queue
- Create in-app toast notification alert rule.
- Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
- Architect supported languages user interface enhancements
- Collapsible card interface in Architect actions
Workforce engagement
- Improved native voice transcription accuracy for Dutch
Data, analytics, and reporting
- View speech and text analytics data for a year at a time
Customer engagement
- Granular control for clearing or signing out of web visit or journey sessions
Employee productivity
- Direct voicemail non-ACD call transfer for enhanced call management
Self service and automation
- HELD (HTTP Enabled Location Delivery) for E911 Location Information
- Introducing the Nuance Recognizer as a Service integration
Workforce engagement
- Interaction recording download tracking in audit trail