Genesys Cloud FedRAMP region – February 17, 2025

Multi contextual panels

Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.

Notes panel improvements

Genesys redesigned the Notes panel with several usability improvements. Label colors are now darker for better visibility and note text appears larger for improved readability. The option to hide or show notes history is now a toggle button instead of a hyperlink. Also, when a new message is added, a border appears around it for 20 seconds, which helps users identify recent updates. These changes improve clarity and make interacting with notes more efficient and have no effect on existing functionality.

Wrap Up panel usability improvements 

Genesys implemented changes to the Wrap-up Codes panel for improved agent usability. The updated design includes a selectable list of wrap-up codes, making it easier to choose the appropriate option. The panel is now more compact and streamlined, improving usability and reducing clutter. Enhanced contrast supports accessibility, and a red duration counter provides better visibility, helping agents track wrap-up time more effectively. These updates improve efficiency and clarity when agents complete interactions.

User settings page displays the last login date and time

Note: This feature was delayed to February, 24, 2025. The user settings page now displays the last date and time that a user logged into the application with their authenticated credentials. This feature ensures that administrators can determine the identity of the user with the most recent access to the system.

Voice transcription combined offer

Genesys introduces a single voice transcription offer that includes both Genesys Cloud Native Transcription and Extended Voice Transcription Services (EVTS). This offer provides a shared fair use allocation and a consistent overage price across both transcription options. The new offer calculates usage as a combined total of EVTS and Genesys Cloud Native Transcription data. When a customer’s contract includes this new SKU, billing is based only on the new Voice Transcription usage, without tracking separate allocations for the older parts.

Simplified license usage logic

Administrators can now benefit from a simplified logic for calculating license usage when switching between Hourly Interacting, Named, and Concurrent license models. This new feature enables administrators to change between any license at any point in the billing cycle. After the change takes effect, usage measurement for the new license type begins immediately and is retroactive to the beginning of the current billing period. Previously, changes from Named or Concurrent to Hourly Interacting licenses would take effect in the following billing period, while changes from Hourly Interacting to Named or Concurrent licenses required a 24-hour delay. These enhancements apply only to the underlying business logic and have no effect on existing functionality.

Native voice transcription support for Hebrew

Native voice transcription is now available in Hebrew Israel (he-IL).

Display external contact names in call history and voicemail inbox

Agents can now see the first and last names of external contacts in their call history and voicemail inbox. This update provides immediate context about previous interactions, helping agents quickly identify who they have spoken with and who left a voicemail. Previously, agents had to cross-reference phone numbers with the External Contacts Directory to determine the caller’s identity. Now, the contact’s name appears exactly as it does in their profile, and agents can click a hyperlink to open the full directory record. This update helps improve efficiency by making it easier to return calls and manage ongoing conversations.

Enable message pinning in Collaborate chat

Collaborate chat users can now pin messages to keep important information easily accessible. This feature helps users quickly reference key details, reduces the need to scroll through long conversations, and improves productivity. Message pinning is on by default. In personal chat rooms, any participant can pin messages. In official chat rooms, only group owners can pin messages. This update enhances the usefulness of Collaborate chat, addressing customer and internal team requests from users transitioning from other chat platforms.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available in Hindi (hi-IN).