Genesys Cloud FedRAMP region – January 31, 2024

Client Credential Flow (CCF) authentication support for SMTP integrations

SMTP integrations now support Client Credential Flow (CCF) authentication for OAuth 2.0. This support ensures that a password is no longer mandatory when you opt for the CCF authentication type for OAuth 2.0 during an SMTP integration set up. For more information, see Configure and activate the custom SMTP server integration. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Support for multiple external email participants

A Genesys Cloud email interaction that contains more than one external participant now generates a unique participant ID for each participant on the conversation. When a new external participant is added to the email, that new external participant does not share the participant information with the previous external participant. This update is reflected across the platform, including the agent’s roster and conversation timeline. For more information, see About ACD emails. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Improved native voice transcription accuracy for Japanese

Genesys Cloud improved native voice transcription accuracy for Japanese (ja-JP). For more information, see Genesys Cloud supported languages. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Improved accuracy of Irish street names in English native voice transcription

Genesys Cloud improved native voice transcription accuracy for Irish street names in English dialects. For more information, see Genesys Cloud supported languages. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Enhancement of inactivity timeout in embedded clients

Agents can now experience improved logout functionality with system enhancements focused on automated logout or token revocation. For more information, see Set an automatic inactivity timeout and Inactivity timeout. This feature has no restriction by user or required user to access.

Update agent preferred name via public API

Administrators can now use the public API to update agent preferred name in Person Details. This update streamlines the enablement and workflow of automation. For more information, see Users API. This feature has no restriction by user or required user to access.

Support for disputed evaluations on gamification metrics scorecards

Supervisors and agents now experience real-time updates on agent gamification scorecards when an agent’s dispute of a completed quality management evaluation score is resolved. Once a dispute is resolved, any subsequent change in gamification points appears on agent gamification scorecards. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Suppress recording when a call is on hold

Administrators can now disable call recording when a call is on hold. This configuration option helps decrease data storage usage, enhance quality management efficiency, and ensure compliance with consumer privacy regulations. For more information, see Work with an interaction overview, Enable recording, and Call recording in Genesys Cloud overview. This feature requires one of the following licenses: Genesys Cloud CX 1, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.