Genesys Cloud FedRAMP region monthly archive
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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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Genesys Cloud FedRAMP region – January 24, 2024

Workforce engagement

  • Change daily values and distribution forecast modification type

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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

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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

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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

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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

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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

View details