Genesys Cloud FedRAMP region monthly archive
Find all Genesys Cloud FedRAMP region release notes
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Genesys Cloud FedRAMP region – April 7, 2025
Employee productivity
- Multi contextual panels
Account management
- Division assignment for external contacts and external organizations
Customer engagement
- Next Contact Avoidance (NCA) in predictive routing
Data, analytics, and reporting
- Save static interaction lists in Content Search
- Dedicated API endpoints for schema metadata retrieval
Open platform
- Configurable timeout for data actions
Workforce engagement
- Enable audio selection with screen recordings in playback
Genesys Cloud FedRAMP region – March 31, 2025
Employee productivity
- Multi contextual panels
- Conversation details for agents
- Prevent agents from staying on queue without a selected station
Account management
- Attribute-based access control
Customer engagement
- Introducing outbound WhatsApp campaigns support
Data, analytics, and reporting
- Analytics agent activity API filter and sort agents based on conversation activity
- Agent Timeline Detail view
- Retrieve Estimated Wait Time (EWT) by label
- Interactive charts for journey analysis
- Filter customer journey data using numbers
- Journey Management date range configuration
- Improved attribute lists view for Journey Management events
- Journey Management filter and display options
- Insert a new event between two existing events in Journey Management
- Complex journeys persist in post calculation sequenced path order on Journey Management
Workforce engagement
- Add or remove individuals from automatic development and feedback modules assignment
- Gamification Contests
Self service and automation
- Query jobs API typeId as a primary filter and increased filter limits
Deprecations
- Deprecation: Amazon Lex V1 bot integration
Genesys Cloud FedRAMP region – March 24, 2025
Employee productivity
- Multi contextual panels
- Improved accessibility in Tempo
- View possible shifts in the Genesys Tempo mobile app
- Notes panel improvements
- Wrap Up panel usability improvements
Data, analytics, and reporting
- Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
- AI-generated interaction transcript summaries
- English voice transcript sensitive data masking improvements
Workforce engagement
- Daily value configuration in service goal templates
Deprecation
- Deprecation: BYOC Cloud TLS Ciphers:
Genesys Cloud FedRAMP region – March 17, 2025
Employee productivity
- Multi contextual panels
Account management
- Control wrap-up code access within divisions
Customer engagement
- Work Automation List view OR queries
Data, analytics, and reporting
- Sensitive data masking support for English chat and messaging transcripts
Open platform
- Ukrainian language support
Deprecation
- Deprecation: Documents UI Audit tab
- Deprecation: Auto answer pop-up toast
Genesys Cloud FedRAMP region – March 10, 2025
Employee productivity
- Multi contextual panels
Customer engagement
- Support for open messaging in Single Customer view
Data, analytics, and reporting
- Support sentiment and empathy analysis for Hindi (Hi-IN)
- Date range and complete transfer type support for Journey Flows in Architect
Workforce engagement
- Genesys Cloud updated built-in learning modules
Genesys Cloud FedRAMP region – March 3, 2025
Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
Customer engagement
- Turn on-screen annotation and drawings in co-browse on or off for privacy compliance
Open platform
- Genesys Enhanced TTS now includes Amazon Polly Neural voices
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support
Workforce engagement
- Trigger process automation from Coaching or Learning state changes
Genesys Cloud FedRAMP region – February 24, 2025
Employee productivity
- Multi contextual panels
Account management
- User settings page displays the last login date and time
- Identify unused roles and permissions in the Admin UI
Data, analytics, and reporting
- Journey management with Funnel analysis
- Purchase Speech and Text Analytics as a standalone product
- Turn customer sentiment analysis on or off
Open platform
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Increase screen recording duration for after-call work
- Set scheduling constraints for calendar months
- Recording bulk action API improvement for aged recording management
Genesys Cloud FedRAMP region – February 17, 2025
Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
- Display external contact names in call history and voicemail inbox
- Enable message pinning in Collaborate chat
Account management
- User settings page displays the last login date and time
- Voice transcription combined offer
- Simplified license usage logic
Data, analytics, and reporting
- Native voice transcription support for Hebrew
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi
Genesys Cloud FedRAMP region – February 10, 2025
Account management
- CX as Code support for Architect flows
Customer engagement
- Add media to an Outbound SMS campaign
- Set SMS Phone Number action type added to digital rules for outbound digital campaigns
- Auto answer for voice interactions on queue settings
- Auto answer for digital interactions
Data, analytics, and reporting
- Filter and search conversations by acoustic metrics and wrap-up codes
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Workforce engagement
- Reminders for agents about their next scheduled activity
Genesys Cloud FedRAMP region – February 3, 2025
Customer engagement
- Regex custom data filtering to protect sensitive information for co-browse
- Configure max calls per agent with decimal precision
- Recurring outbound campaign schedules
- Script support for workitems
Account management
- Customize inactivity timeout settings
Data, analytics, and reporting
- Topic miner Swiss German language support
- Configure performance dashboard widgets with work team and reports-to filters
Employee productivity
- Enhanced email input fields
Self service and automation
- Portuguese language support in Architect
Workforce engagement
- Workforce management historical data import improvement
- Assign coaching without workforce management scheduling
- Workforce management activity codes for coaching and learning
Genesys Cloud FedRAMP region – January 27, 2025
Account management
- Custom inbound data filtering rules for digital channels
- Login banner added to Genesys Cloud login screen
Customer engagement
- External contacts profile panel refresh
- Interactive WhatsApp templates with images and dynamic call-to-action buttons
Self service and automation
- Content based search for knowledge articles
Workforce engagement
- Automate and streamline workforce management time-off requests for published schedules
Deprecations and announcements
- Deprecation: Legacy ACD web chat (version 1)
- Deprecation: Legacy co-browse and screenshare
Genesys Cloud FedRAMP region – January 20, 2025
Customer engagement
- Preserve routing information for callbacks and voicemails
- Define rule conditions based on workitem dates
- Updated agent canned responses panel
- Bulk workitem addition via API
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Share dashboards with work teams and individuals
- Agent performance reports for inactive and deleted users
- Improved native voice transcription accuracy for French
- Normalization of Digits in German for Low Latency transcription.
Employee productivity
- Enable emoji reactions in Collaborate chat including desktop users
Open platform
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Improved search and filters for screen recorded interactions
Genesys Cloud FedRAMP region – January 13, 2025
Customer engagement
- SMS and E-mail campaign automation using campaign rules
Data, analytics, and reporting
- Hindi programs, topics, and phrases support
Employee productivity
- Add descriptions to collaborate chat rooms
Genesys Cloud FedRAMP region – December 16, 2024
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
Genesys Cloud FedRAMP region – December 9, 2024
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
Genesys Cloud FedRAMP region – December 2, 2024
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
Genesys Cloud FedRAMP region – November 18, 2024
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
Genesys Cloud FedRAMP region – November 11, 2024
Customer engagement
- Enable UUI retrieval from outbound call responses
Employee productivity
- Improved agent messaging interface
- Keyboard support for DTMF input in embedded framework
Open platform
- Genesys Cloud Voice number management UI improvements
Genesys Cloud FedRAMP region – November 4, 2024
Customer engagement
- Work items custom panel support
- Introducing Architect workitem flows for enhanced work automation
- Expanded customer identification with non-E.164 numbers
Data, analytics, and reporting
- Enhanced interaction visibility in agent status widget
- Sentiment and agent empathy analysis for Swiss German language
Open platform
- Genesys Cloud Voice now available in FedRAMP region (USE2)
- Additional conversation events for the Operational Console
Self service and automation
- Architect toolbox search option
- Knowledge workbench connectors for Salesforce and ServiceNow
Deprecations
- Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
Genesys Cloud FedRAMP region – October 28, 2024
Account management
- Simplified customer firewall requirements
Customer engagement
- Active callback columns for performance views
Data, analytics, and reporting
- Journey flows tab in Architect for outbound call, inbound email and message flows
- Notification API voice transcription number normalcy for Portuguese and Spanish languages
Employee productivity
- Multi contextual panels
Open platform
- Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations
Self service and automation
- Drag and drop in Architect builders
Workforce engagement
- Workforce management read-only continuous forecasting
Genesys Cloud FedRAMP region – October 21, 2024
Customer engagement
- Barge-in capability for supervisors and administrators
- Voice surveys after customer interactions
Employee productivity
- Introducing direct routing to dedicated users
Self service and automation
- Disable automatic hinting in Architect bot flows
Genesys Cloud FedRAMP region – October 14, 2024
Account management
- Telephone resource limits in Admin UI
Customer engagement
- Rule conditions and advanced capabilities for campaign rules
- Identifier claim management for external contacts
- Park email interactions
Employee productivity
- Supervisor access to voicemail metrics
Workforce engagement
- Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
- Manually assign work plans with future effective dates
Genesys Cloud FedRAMP region – October 7, 2024
Account management
- Improved Genesys Cloud storage cost calculator
Customer engagement
- Metrics for improved workitem volume forecasting
- IMAP integration for inbound email
Data, analytics, and reporting
- Content Search lookback for words and phrases extended to 60 days
- Flow insights overlay for flow performance analysis
Employee productivity
- Disable WebRTC audio and alert notifications in the embedded client
- Suppress profile notifications
- Preferred device profiles
Self service and automation
- Architect Get Participant Data and Set Participant Data in voice and digital bot flows
Workforce engagement
- Enhanced agent and supervisor activity overview screen
- Workforce management notifications for process automation triggers
- Workforce management Business Unit/Management Unit and Time Zone placement in views
Genesys Cloud FedRAMP region – September 30, 2024
Customer engagement
- Notification topic for outbound message delivery failures
- Customer-first callback option
- Step-up authentication during web messaging sessions
- Generic SIP station support in cloud media
Data, analytics, and reporting
- Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Employee productivity
- Agent desktop email user interface enhancements
- Poly/HP Edge E Series managed phones available in Genesys Cloud
Self service and automation
- Resize images and tables in knowledge workbench articles
Genesys Cloud FedRAMP region – September 23, 2024
Data, analytics, and reporting
- Enhanced responsive layout and widget scaling for dashboards
Employee productivity
- Workflow triggers for collaborate chat messages
- Persistent agent settings for embedded clients on the server side
- Workflow triggers for external user presence events
Genesys Cloud FedRAMP region – September 16, 2024
Customer engagement
- Genesys Cloud CIDR expansion and firewall requirements completion
- Messenger session persistence
- Workitem query and filter improvements
- Enhanced workitems list view with column picker and advanced filtering
- Direct access to interaction details from the Customer Journey tab
Data, analytics, and reporting
- Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
- Real time data update indicators in analytics views
- View acoustic data in topic trends, and agent, queue, flow topic views
Employee productivity
- Enhanced control over agent assistance access
Workforce engagement
- Workforce management per minute scheduling granularity
Deprecations
- Deprecation: Legacy alerting system
Genesys Cloud FedRAMP region – September 9, 2024
Data, analytics, and reporting
- Enhanced queue activation panel with search and pagination in agent detail views
Genesys Cloud FedRAMP region – September 2, 2024
Account management
- Counted limits monitoring and alerts
- WebRTC Media Helper enabled by default with allowed IP addresses feature
Customer engagement
- Prerequisites in expandable section of Resource Center articles
- Interaction routing based on predictive scores
- Genesys Cloud CIDR expansion and firewall requirements
Data, analytics, and reporting
- Dashboard Owners page
- Increase quality management topic limit to 5000 on request
Open platform
- API for platform limit event alert
Workforce engagement
- Screen recording playback UI modernization
- Improved customer sentiment and agent empathy analysis for English dialects
Genesys Cloud FedRAMP region – August 26, 2024
Customer engagement
- Queue segmentation of canned responses
- Work Automation performance views enhancements
- Reconnect and reply to closed email
- Skills-based dialing in Power and Predictive outbound campaigns
- Granular campaign control permissions
- Genesys Cloud CIDR expansion and firewall requirements
Data, analytics, and reporting
- Real time alerts for out of adherence status
Self service and automation
- Flexible text-to-speech (TTS) engine selection in Architect flows
- Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Genesys Cloud FedRAMP region – August 19, 2024
Data, analytics, and reporting
- Improved summary row display in analytics performance views
Customer engagement
- Enhanced search capability within skill expression groups
- Skill expression groups
- New search endpoint
- Success, Neutral and Failure classifications in wrap up code mappings
Employee productivity
- Configurable voicemail forwarding for presence states
Genesys Cloud FedRAMP region – August 12, 2024
Customer engagement
- Auto-termination for closed workitem statuses
- Outbound open messaging on behalf of a queue
- Extended after call work timeout
- Introducing Work Automation
Workforce engagement
- External metrics for performance scorecards
- Activity plans for optimal workforce management scheduling
Genesys Cloud FedRAMP region – August 5, 2024
Account management
- Multiple messenger deployment behavior update
Data, analytics, and reporting
- Enhanced agent status visibility for supervisors
Customer engagement
- Enhanced WebRTC Media Helper for VDI users
Open platform
- Genesys Bot Connector
Genesys Cloud FedRAMP region – July 29, 2024
Data, analytics, and reporting
- Export panel enhancements
- Dynamic time zone settings in workspaces and views
- Analytics views column picker improvements
- Improved interval granularity for ad-hoc exports
- Introducing digital performance monitoring views
Employee productivity
- Utilization labels for Click to Dial API
Workforce engagement
- Genesys Cloud Workforce Management work plan bidding
Genesys Cloud FedRAMP region – July 22, 2024
Account management
- Hourly interacting users billing option
Customer engagement
- Highlight markdown support in web messaging
Data, analytics, and reporting
- Introducing Architect Journey Flows for bot and digital bot flows
- Introducing Architect Journey Flows for inbound and secure call flows
- Improved native voice transcription accuracy for Portuguese
Self service and automation
- Select multiple segments in knowledge article variations
- Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
- Introducing Architect Replay Mode
- Advanced Architect execution data capabilities for all flows
Workforce engagement
- Improved navigation between published schedules in the workforce management schedule editor
Genesys Cloud FedRAMP region – July 15, 2024
Customer engagement
- Introducing the Queue routing performance view
- Web tracking API public endpoint
Data, analytics, and reporting
- Improved native voice transcription accuracy for Arabic dialects
Workforce engagement
- Enhanced employee recognition for improved engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Genesys Cloud FedRAMP region – July 8, 2024
Data, analytics, and reporting
- Real-time alerting based on agent’s after call work duration
- Real-time alerting for waiting interactions
- Configure rules for any user within a work team
- Topic miner German, Italian, and Portuguese language support
Open platform
- Dynamic documentation and trigger enablement for the Operational Console
- Enable automatic capture of console logs for troubleshooting
Workforce engagement
- Trade alternative shifts for enhanced workforce management shift management
Deprecations
- Deprecation: Legacy historical adherence query route
Platform
- Japanese translation of the Export report
Genesys Cloud FedRAMP region – July 1, 2024
Customer engagement
- Limit agent actions during co-browse sessions
Data, analytics, and reporting
- Trigger alerts based on the number of agents currently in queue
- Create in-app toast notification alert rule.
- Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
- Architect supported languages user interface enhancements
- Collapsible card interface in Architect actions
Workforce engagement
- Improved native voice transcription accuracy for Dutch
Genesys Cloud FedRAMP region – June 24, 2024
Data, analytics, and reporting
- View speech and text analytics data for a year at a time
Customer engagement
- Granular control for clearing or signing out of web visit or journey sessions
Employee productivity
- Direct voicemail non-ACD call transfer for enhanced call management
Self service and automation
- HELD (HTTP Enabled Location Delivery) for E911 Location Information
- Introducing the Nuance Recognizer as a Service integration
Workforce engagement
- Interaction recording download tracking in audit trail
Genesys Cloud FedRAMP region – June 17, 2024
Customer engagement
- Automatically save wrap-up codes for improved call handling
- Enhanced dynamic filtering for real-time adjustments in campaigns
- Expanded campaign rule actions for enhanced automation
Data, analytics, and reporting
- Alerting improvements
- Enhanced toast, email, or SMS notification alerts
- Enhanced alerts management
- Enhanced dictionary management
Employee productivity
- Enhanced privacy controls for ad hoc recordings
- Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support
Genesys Cloud FedRAMP region – June 10, 2024
Customer engagement
- Enhanced message delivery status in messenger widget
Employee productivity
- Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
- Microsoft Teams and 8x8 UC Integrations availability
Open platform
- Enhanced AudioHook Monitor configuration and migration process
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU) (eu-ES), and Swedish language support
Workforce engagement
- SCORM 1.2 learning standard conformance
- Learning module improvements
Genesys Cloud FedRAMP region – June 3, 2024
Account management
- Enhanced ACD Skills and Languages menu
Data, analytics, and reporting
- Email notifications for expiring and expired scheduled exports
Self service and automation
- Enhanced AudioHook Monitor configuration and migration process
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support
Genesys Cloud FedRAMP region – May 27, 2024
Account management
- View all groups permission
Data, analytics, and reporting
- Interaction categories for interaction analysis
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification - FedRAMP
- File attachments via supported content profile
- Re-use SMTP connections in outbound email
Employee productivity
- Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support
Open platform
- Leveraging Digicert as the certificate authority in the mTLS process
Self service and automation
- Updated analytics event for top viewed articles in the Knowledge Performance dashboard
Workforce engagement
- Supervisor WEM dashboard
- Workforce management Explanations desktop feature
- Genesys Tempo for workforce management schedules
Genesys Cloud FedRAMP region – May 20, 2024
Customer engagement
- Auto-answer functionality for agents in preview campaigns
- Dynamic edge resource utilization for automated outbound dialing
Employee productivity
- Genesys Agent Assist summarization Spanish support (preview)
Self service and automation
- Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
- Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
- Architect data tables user interface updates
Workforce engagement
- Insights visual charting for supervisors
Genesys Cloud FedRAMP region – May 13, 2024
Customer engagement
- View and edit imported data via the user interface in the Contact List editor
Self service and automation
- Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support
Genesys Cloud FedRAMP region – May 6, 2024
- Improved Genesys Cloud announcements
Data, analytics, and reporting
- Analytics API enhanced capabilities
Customer engagement
- Canned Responses user interface enhancements
Self service and automation
- Evaluate schedule groups in Architect bots and digital bots before ACD transfer
- Control knowledge behavior from start to finish in Architect digital bot flows
Workforce engagement
- Manage Active Screen Recordings
Genesys Cloud FedRAMP region – April 29, 2024
Data, analytics, and reporting
- Improved native voice transcription accuracy for Korean dialect
Employee productivity
- Genesys Agent Assist summarization moved to the ACW pane
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
Genesys Cloud FedRAMP region – April 22, 2024
Data, analytics, and reporting
- Analytics data masking options
- Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
- Improved sentiment analysis for French and Spanish languages
- Agent empathy analysis
Employee productivity
- Headset call control buttons in embedded clients
Self service and automation
- Intent health in Architect bot flows and digital bot flows
Genesys Cloud FedRAMP region – April 15, 2024
Customer engagement
- Architect post-call actions in voice calls
- Improved agent utilization for digital transfers
- Co-browse for web messaging
- Co-browse for voice via Messenger
- Deploy Messenger without web messaging
- Messenger JavaScript SDK toaster plugin
- Messenger co-browse toolbar improvements
- Co-browse supports multiple iframes
- Co-browse for web messaging read-only fields and buttons
Employee productivity
- Conversation summarization with Genesys Agent Assist for Voice
- Public APIs for Collaborate chat room management and chat messages
Genesys Cloud FedRAMP region – April 8, 2024
Customer engagement
- File attachments via supported content profile
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Improved native voice transcription accuracy for Spanish dialects
Self service and automation
- Introducing the Audio Connector integration
- Improved flow size indicator in Architect
Genesys Cloud FedRAMP region – April 1, 2024
Data, analytics, and reporting
- Improved native voice transcription accuracy for Portuguese dialects
Workforce engagement
- Change forecast associated with a schedule
- Leaderboard view disabled for organizations with disabled gamification
Genesys Cloud FedRAMP region – March 25, 2024
Data, analytics, and reporting
- Architect Flow Insights toggle for bot and digital bot flows
Open platform
- Audit Viewer alternate search parameters support
Workforce engagement
- Inbound and outbound filter for gamification metrics
Genesys Cloud FedRAMP region – March 18, 2024
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
- Knowledge portal refreshed article search results
- Historical execution data for Architect bot flows and digital bot flows
Employee productivity
- Genesys Agent Assist knowledge article feedback
- Introducing Agent Assist
Customer engagement
- Enable and disable email threading
- Outbound digital campaigns event triggers for post-contact interactions
Data, analytics, and reporting
- Support for capitalization and punctuation in native voice transcription for English transcripts
Genesys Cloud FedRAMP region – March 11, 2024
Employee productivity
- Remove users from Collaborate chat rooms
Data, analytics, and reporting
- Improved native voice transcription accuracy for Italian
Customer engagement
- Skills-based dialing for Preview and Progressive campaigns
- Refreshed Predictive Engagement user interface
- Configure labels to manage interactions
- Maximum number of calls per agent set at the campaign level
Self service and automation
- Genesys Dialog Engine Bot Flows in Architect
- Genesys Dialog Engine Digital Bot Flows in Architect
Genesys Cloud FedRAMP region – March 4, 2024
Self service and automation
- Customize knowledge touchpoints for Predictive Engagement customer and journey attributes
Customer engagement
- Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
Genesys Cloud FedRAMP region – February 28, 2024
Data, analytics, and reporting
- Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
- Improved native voice transcription accuracy for German
Customer engagement
- Predictive engagement new and replaced operators
- Increased number of outcomes limit
- ACD conferences
- Knowledge articles in Messenger
- Introducing homescreen configuration for Messenger
- Specify queue in scheduled callbacks
Genesys Cloud FedRAMP region – February 21, 2024
Account management
- Change password set/reset workflow
- Password policy minimum requirements
Customer engagement
- Digital channels participant information update
Data, analytics, and reporting
- Improved native voice transcription accuracy for French languages
- Improved sentiment analysis for English languages
- Notification API voice transcription number normalcy for English languages
Self service and automation
- Knowledge workbench V2
Genesys Cloud FedRAMP region – February 14, 2024
Customer engagement
- Enhanced pacing control in dialing campaigns
- Enhanced external contacts data access control for agents
Data, analytics and reporting
- Improved native voice transcription accuracy for Spanish
Workforce engagement
- APIs to integrate external learning modules
Genesys Cloud FedRAMP region – February 7, 2024
Customer engagement
- Improved on-demand Messenger launcher visibility
- Active Total Callback column in Performance views
- Message routing admin page user interface enhancements
Data, analytics, and reporting
- Improved native voice transcription accuracy for Dutch
- Topic miner queue selection increase
Resource center
- Genesys Cloud release notes enhancements
Genesys Cloud FedRAMP region – January 31, 2024
Customer engagement
- Client Credential Flow (CCF) authentication support for SMTP integrations
- Support for multiple external email participants
Data, analytics, and reporting
- Improved native voice transcription accuracy for Japanese
- Improved accuracy of Irish street names in English native voice transcription
Employee productivity
- Enhancement of inactivity timeout in embedded clients
Open platform
- Update agent preferred name via public API
Workforce engagement
- Support for disputed evaluations on gamification metrics scorecards
- Suppress recording when a call is on hold
Genesys Cloud FedRAMP region – January 24, 2024
Workforce engagement
- Change daily values and distribution forecast modification type
Genesys Cloud FedRAMP region – January 17, 2024
Customer engagement
- Advanced input file pre-processing
- Additional file format support for contact lists
- Messenger support for Estonian, Latvian, and Lithuanian
Data, analytics and reporting
- Sensitive data masking French and Italian language support
- Analytics user interface enhancements
- Introducing external contacts and external organizations filters and columns in performance views
Open platform
- Portuguese language support
Workforce engagement
- Workforce management navigation menu grouping
- Staffing requirements and performance metrics in the Schedules screen
Genesys Cloud FedRAMP region – January 10, 2024
Account management
- Assign divisions to secondary statuses
- Multi-factor authentication (MFA) for Genesys Cloud
- Division-aware configuration objects default to all divisions
Customer engagement
- Improved digital agent-to-agent transfer
Data, analytics and reporting
- New speech and text analytics permissions
- Open interactions in a new Analytics workspace tab
- Agent empathy analysis API for English transcripts
- View daily agent login and logout activity for multiple agents
Self service and automation
- Triggers UI improvements
- Architect data tables user interface updates
Genesys Cloud FedRAMP region – December 20, 2023
Customer engagement
- Search domain names and email addresses lists
- Agent email editor enhancements
- Email signatures appended to agent email
- Canned responses source code/HTML editor
- Perform multiple actions on an email
- Enhanced canned responses editor options
- Route email to multiple destinations
- Email configuration UI updates
- Increased email size limit for custom AWS integrations
- Introduction of OAuth 2.0 for custom SMTP integration
- Increased email size limit for custom SMTP integrations
- Add and remove flexibility for email history in agent emails
- Automatic email signatures in canned responses
- Improved analytics email data with CC/BCC details
Data, Analytics & Reporting
- Acoustic metrics added to transcript aggregates
- English voice transcript sensitive data masking improvements
Integrations
- SMTP server integration email error notifications to agents
Genesys Cloud FedRAMP region – December 13, 2023
Customer engagement
- Outbound dialing contact list builder
- Mobile customer journey tracking
- Mobile app event orchestration
Data, analytics and reporting
- Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
Workforce engagement
- Average Talk Time gamification metric
- Learning modules with rich text format
- Supervisor insights improvements
Genesys Cloud FedRAMP region – December 6, 2023
Customer engagement
- In-queue and scheduled callback automation
- External contact management user interface refresh
- Increased support for non-E.164 format phone numbers in Single Customer View
- Perform a benefit assessment before predictive routing free trial activation
Data, analytics and reporting
- Topic miner French language support
- Mine for new trending topics in email interactions
- Sentiment Analytics data in Agent/Queue/Flow Topic views
- Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
- Agent, Queue, and Flow topics summary view enhancements
- Content search enhancements
- Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese
Employee productivity
- Real-time monitoring for web messaging channels
Workforce engagement
- Screen recording available in Genesys Cloud CX 1 license
- Performance insights view
- Bulk archive recordings through recording bulk action API
- Quality evaluation scores now available as a gamification metric
