Genesys Cloud FedRAMP region – April 1, 2024

Important: New feature deployment schedule in effect
Starting March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.

Improved native voice transcription accuracy for Portuguese dialects

Genesys Cloud improved native voice transcription accuracy for Portuguese Portugal (pt-PT) and Portuguese Brazil (pt-BR).

Additional details

Where:

  • Admin > Quality > Speech and Text Analytics

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

Read more:

Data, analytics, and reporting
speech and text analytics

Change forecast associated with a schedule

Planners can now actively select an alternate workforce management forecast to associate with a generated load-based schedule.

Additional details

Where:

  • Admin > Workforce Management > Schedules > Actions menu > Choose Forecast

One of the following licenses:

  • Genesys Cloud CX 1 Digital Add-on II
  • Genesys Cloud CX 1 WEM Add-on II
  • Genesys Cloud CX 2 WEM Add-on I
  • Genesys Cloud CX 3
  • Genesys Cloud EX

Read more:

Workforce engagement
forecasting

Leaderboard view disabled for organizations with disabled gamification

The leaderboards view is now disabled entirely for any organization that has disabled gamification. Instead of displaying an empty leaderboards view, it is now entirely deactivated.

Additional details

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
  • Genesys Cloud EX
Workforce engagement
gamification and performance management
Note:
  • Genesys Cloud enables features for release beginning Monday and by end of day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
  • Some features may require an integration add-on.