Genesys Cloud FedRAMP region release notes
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Employee productivity
- Multi contextual panels
Customer engagement
- Linked organization name directly in the Profile Panel contact card
Data, analytics, and reporting
- Enhanced Performance dashboards with real-time agent status counts by work team
- AI insights about reasons for customer sentiment
Employee productivity
- Multi contextual panels
- Introducing Genesys Agent Copilot
- New email send permissions control
Customer engagement
- Time-based conditions in call rule sets
Data, analytics, and reporting
- Program and Detected Category filters and columns in Content Search view
Open platform
- Script selection from in the Workitem Panel in Panel Manager
Self service and automation
- Introducing Genesys Cloud Virtual Agent
Workforce engagement
- Improved Genesys Cloud Background Assistant (GCBA) Installer
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Employee productivity
- Multi contextual panels
Customer engagement
- Sort by priority in skills-based dialing for Preview campaigns
Data, analytics, and reporting
- Group Ring column and filter in Interaction views
Open platform
- On Demand log capture for agents
Workforce engagement
- Export agent summary data as PDF or CSV
Employee productivity
- Multi contextual panels
- Collaborate and Communicate Mobile access for FedRAMP organizations
- Enable real-time queue and agent monitoring with customizable notifications on Android
- Insights app for iOS
- Configure chat message editing time limits
Customer engagement
- Character counter in canned responses editor
Data, analytics, and reporting
- View phrase usage in Topic Editor
Open platform
- Custom node.js code as part of a data action
Self service and automation
- Introducing the Webhook for Events integration
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
