Genesys Cloud FedRAMP region – May 27, 2024
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.
View all groups permission
Administrators can now use the new directory > privateGroup > view permission to allow users to see all groups, regardless of visibility rules. To enable a user to view all groups, administrators must add this permission to the user's role. This feature simplifies group management for administrators and offers a comprehensive view of all groups within the system.
One of the following licenses:
- All licenses include this feature.
Read more:
Interaction categories for interaction analysis
Administrators can now use categories to detect agent and customer behavior based on what either participant says or types during certain portions and sequences of an interaction. This feature enables administrators and supervisors to gain more insight into the nature of conversations between customers and agents.
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
Read more:
2024 Genesys CIDR expansion and firewall requirements notification - FedRAMP
Genesys Cloud's FedRAMP media services will fully migrate FedRAMP | US East 2 (Ohio) to a Genesys-owned CIDR block. Genesys Cloud’s cloud media services are now fully migrated to the Genesys-owned CIDR block in FedRAMP. Genesys CIDR for FedRAMP is (164.152.64.0/22). Genesys also expanded the RTP port range.
One of the following licenses:
- All licenses include this feature.
Read more:
File attachments via supported content profile
Agents and users can now send any file type that is supported by Messenger configuration’s supported content profile definition. Some file formats (image, audio, video, and pdf) are also displayed inline within Messenger.
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
- Genesys Cloud CX 3 Digital
Read more:
Re-use SMTP connections in outbound email
Administrators can now reuse existing connections to SMTP servers to send outbound email. This feature reduces rate limits on the customer side and avoids failures.
Where:
- Admin > Integrations > Integrations > Custom SMTP Server integration > Configuration tab > Properties tab > Keep Connection Connected
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
- Genesys Cloud CX 3 Digital
Read more:
Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support
Genesys Tempo support is now available for Chinese Simplified Mandarin (zh-CN), Czech (cs), Danish (da), Portuguese Portugal (pt-PT), Russian (ru), Turkish (tr), and Ukrainian (uk).
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more:
Leveraging Digicert as the certificate authority in the mTLS process
Administrators can now configure web services data actions to utilize a client certificate signed by Digicert as the certificate authority in the mTLS process.
One of the following licenses:
- Genesys Cloud CX 1
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
Read more:
Updated analytics event for top viewed articles in the Knowledge Performance dashboard
Genesys implemented a new event, nKnowledgeDocumentViewed, to more accurately represent the top knowledge articles that customers view across all knowledge touchpoints. Previously, the event that drove top viewed articles was based on nKnowledgeDocumentSurfaced, which related to the search hits.
Where:
- Performance > Workspace > Knowledge Performance tab
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
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX AI Experience
Read more:
Supervisor WEM dashboard
Supervisors can now access a single, centralized, and prioritized view of the information needed to better manage their team and employees. This feature helps supervisors understand where their attention is needed most and then take relevant actions directly via widgets. Supervisors can also navigate to individual feature screens via embedded links for in-depth administration. The first set of widgets include Adherence, Coaching and Learning, and Gamification Performance.
Where:
- Activity > Overview
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
Read more:
Workforce management Explanations desktop feature
Workforce management adherence explanations are now available in the desktop application. Also, Genesys Tempo now includes the running late button. These features enable agents to submit a late explanation request. Supervisors can then approve or deny the late explanation request.
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 EX
Read more:
Genesys Tempo for workforce management schedules
The Genesys Tempo mobile application is now available for agent workforce management schedules. This application provides enhanced daily, weekly, and monthly schedule views that allow agents to quickly check their schedule anywhere, at any time.
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 EX
Read more:
- 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.
