Genesys Cloud FedRAMP region – July 15, 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.
Introducing the Queue routing performance view
Administrators can now use the new Queue Routing performance view to gain a better understanding of the routing settings performance for a specific queue when agents respond to interactions. This view offers detailed data about interactions that agents answer, including information on the chosen routing method and the last routing rules or rings reached, before an agent answers the interactions.
Where:
- Performance > Workspace > Contact Center > Queue Routing Performance.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Web tracking API public endpoint
Administrators can now access a public endpoint for the web tracking API to ensure a streamlined and accessible process for tracking and analyzing visitor behavior. This feature enables the organization to track visitor interactions on the website through a public API and submit web event data without the need to deploy the JavaScript Tracker SDK. Previously, web tracking was enabled via the JavaScript SDK, which captured web events and sent them as beacon requests to the public API. The new public API endpoint provides greater flexibility in web event data collection and platform integration.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Improved native voice transcription accuracy for Arabic dialects
Genesys Cloud improved native voice transcription accuracy for Arabic (ar-WW) language.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
Read more:
Enhanced employee recognition for improved engagement
Supervisors can now reward positive agent behavior and performance with standardized, personalized recognitions. This new feature makes it easy to send recognitions through existing views such as the agent scorecard, scorecard insights, and supervisor overview. Employees receive a banner notification in their Activity view for any recognitions. This enhancement aims to boost employee engagement and morale by providing a fun and efficient way for supervisors to acknowledge their team's efforts.
Where:
- Activity > Insights
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read more:
Workforce Engagement Management (WEM) activity view in external web environments
Agents can now access schedules, evaluations, and their scorecard and leaderboard via the agent activity views embedded within web environments such as Salesforce. This feature enables agents to perform important tasks in a single view instead of switching between Genesys Cloud and other desktop environments.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
Read more:
Deprecation: Predictive Engagement support for ACD Web Chat 2.0
On July 6, 2025, Genesys will discontinue support for the previous ACD web chat version 2, available through chat widget versions 1.1 and 2.0. Predictive Engagement will also no longer support these earlier versions.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the 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.
