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.

For announcements about our development platform and public APIs, see the Genesys Cloud Developer Forum.

Customer engagement

Define ring membership by queue
Division-based Schedule view
Bulk workitem termination

Data, analytics, and reporting

Improved Content Search view
Topic miner Dutch language support

Workforce engagement

Workforce management activity smoothing and schedule variability

Account management

Control scripts access based on division membership

Customer engagement

Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

Native voice transcription support for Swiss German
Improved native voice transcription accuracy for Spanish

Employee productivity

View time-off balances from an external HR system on Genesys Tempo

Open platform

Supporting links for operational event details

Self service and automation

Track and optimize flow size with enhanced insights

Workforce engagement

Improved workforce management schedule editor agent filter and sort
Workforce management weekly staffing requirements with ABM forecasts
Improved deferred workload prediction algorithm

Deprecations and announcements

Deprecation: Legacy alerting system

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

Account management

Audit Viewer granular detail of role changes

Customer engagement

View Mobile Journey Tracking for enhanced agent insights
Web messaging Hungarian, Ukrainian, and Vietnamese support

Employee productivity

Preview active emails in queue and parked emails
Collaborate chat hyperlink ability

Customer engagement

Quick replies, cards, and carousels for open messaging
Third-party Facebook, Instagram, and WhatsApp messaging
Automatically pause co-browse session for specific pages
Real-time WhatsApp message status tracking
External Contacts external ID support
Workitems List View filter and sort support

Data, analytics, and reporting

Enhanced bulk import for external contacts

Workforce engagement

GCBA proxy server support
Enhanced date format display for workforce management agents

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.