Genesys Cloud FedRAMP region – December 9, 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.
Control scripts access based on division membership
Administrators and contact center managers can now associate scripts with divisions and use permissions within division memberships to control access for viewing or editing scripts. The Scripts page features a new Divisions column and the ability to filter and search by divisions. The Script Templates page has a refreshed look and feel. These enhancements optimize script management and grant more precise control over script access.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
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Outbound WhatsApp message on behalf of a queue
Agents can now start new conversations or continue existing conversations with a WhatsApp contact by sending pre-approved, outbound WhatsApp template messages on behalf of a queue. This feature is not available in Genesys Cloud embedded clients.
Where:
- Admin > Queues > queue name > Chat/Message
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
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Native voice transcription support for Swiss German
Native voice transcription support is now available for German Switzerland (de-CH).
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
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Improved native voice transcription accuracy for Spanish
Genesys Cloud improved native voice transcription accuracy for Spanish dialects (es-ES and es-US).
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
View time-off balances from an external HR system on Genesys Tempo
Agents can now view time off balances that Genesys Tempo integrates from an external HR system. This feature enables agents to see their time off balance on Genesys Tempo when they create a time off request.
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
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Supporting links for operational event details
Administrators can now use supporting links in the operational console to view more details and troubleshoot operational events more efficiently. When available, these links navigate administrators directly to a relevant view within Genesys Cloud, providing quick access to information that helps resolve issues. This new feature provides quick access to information that helps resolve issues and streamlines the troubleshooting process, reduces the time to navigate between different areas of the system, and improves overall operational efficiency.
Where:
- Admin > Operational Console
One of the following licenses:
- All licenses include this feature.
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Track and optimize flow size with enhanced insights
Flow authors can now use the Flow Size feature to gain detailed insights into how individual flow elements contribute to overall flow size. This feature helps authors proactively manage and optimize their flows during the design process, improving flow organization and efficiency. The flow size indicator now available from the Insights and Optimization menu, allows flow authors to view how specific components affect flow size, which enables them to identify resource-heavy elements and take timely actions to optimize or redesign their flows. Also, updated flow size percentage ranges provide earlier warnings, helping authors anticipate and address potential size concerns during the creation process.
Where:
- Admin > Architect > [Architect Flow] > Insights and Optimizations > Flow Size
One of the following licenses:
- All licenses include this feature.
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Improved workforce management schedule editor agent filter and sort
Administrators can now use enhanced filter and sort options in the workforce management schedule editor to more easily locate and manage agent shifts. Genesys reorganized the filter and sort dialog box into two tabs, Filter and Sort. New filter types allow administrators to refine the agent view by activity code, staffing group, general group, location, and reporting hierarchy. Also, the existing queues filter now supports the selection of multiple criteria. Administrators can now sort agents by the number of constraint violations and also define both a primary and secondary sort order for agents. These improvements help administrators manage shifts and address issues more effectively.
Where:
- Admin > Workforce Management > Scheduling
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
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Workforce management weekly staffing requirements with ABM forecasts
Administrators can now generate weekly staffing requirements for up to two years using an automatic best method (ABM) forecast. The staffing requirements appear in a chart and a detailed grid below the chart for a clear and comprehensive view. This feature allows administrators to explore and analyze different scenarios via modifications as adjustments to shrinkage and FTE definitions, and also export the data for all planning groups within a business unit or for selected planning groups. Administrators can access this information directly from the new Capacity Planning > Staffing Requirements option.
Where:
- Admin > Workforce Management > Staffing Requirements
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
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Improved deferred workload prediction algorithm
Genesys improved the accuracy of short-term, deferred workload predictions in the workforce management deferred work algorithm. The updated algorithm more effectively considers the timing of when deferred work is performed, which leads to better workload distribution predictions. These improvements help workforce management administrators and schedulers plan with greater confidence and precision, reduce potential inefficiencies, and align workload estimates more closely with real-world conditions.
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
Deprecation: Legacy alerting system
On December 9, 2024 Genesys will remove the legacy alerting system from the FedRAMP region. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time alerting functionality. This deprecation affects customers who use the legacy alerting system.
One of the following licenses:
- All licenses include this feature.
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Deprecation: Agent Assist AI Experience tokens provisioning
On May 28, 2025, Genesys will discontinue support for Agent Assist provisioning via Genesys Cloud AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organizations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud AI Experience tokens.
- 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.
