Genesys Cloud FedRAMP region – February 24, 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.

User settings page displays the last login date and time

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.

Identify unused roles and permissions in the Admin UI

Administrators can now identify user-assigned roles and role-assigned permissions that have not been used in the last 30 days. This information helps administrators determine which permissions and roles to remove to reduce security risks and lower costs.

Journey management with Funnel analysis

Journey management enables journey managers, analysts, and CX leaders to assemble and analyze journeys. They can also use funnel analysis to automatically track the path that customers progress through different stages of their journeys and then receive instant feedback about successful interactions and also areas to improve. This feature provides instant access to captured interaction data so that they can visualize conversion rates between journey events and identify where customers drop off. Funnel analysis enables management to rapidly generate insights without the need for coding to test hypotheses, analyze journey behavior, or pinpoint areas that need improvement.

Purchase Speech and Text Analytics as a standalone product

Genesys Cloud now offers Speech and Text Analytics (STA) capabilities as an add-on for organizations using Genesys Cloud CX 1 or CX 2 such as voice transcription, sentiment analysis, and topic spotting, without purchasing the full Workforce Engagement Management (WEM) Add-On. This new standalone STA offering provides greater flexibility for customers who only need speech and text analytics features. Customers can add STA to their subscription by purchasing the Genesys Cloud AI Experience Token Bundle. Organizations using both WEM and STA will continue to be billed for the WEM Add-On, as WEM includes STA. In a single organization, all users must be on either the STA Add-On or the WEM Add-On, not a mix of both.

Turn customer sentiment analysis on or off

Administrators can now enable or disable customer sentiment analysis based on their organization’s preferences and regulatory requirements. This setting applies to new interactions after the administrator configures the setting. When disabled, customer sentiment analysis does not remove previously configured sentiment feedback phrases; however, it prevents that feedback from being used in analysis going forward. This update provides organizations further granularity in speech and text analytics settings, and also aligns with the existing ability to toggle agent empathy analysis to provide administrators with consistent experiences with their analytics configuration.

Division-aware permissions and APIs for external contacts

Administrators can now view new division-aware external contacts permissions and developers can see the division ID field in select contacts APIs. This update precedes division-aware functionality by making available new permissions and APIs. Developers can also use the updated APIs to observe division IDs in response data. These updates help organizations plan for scenarios where access to external contacts can be segmented by division, such as separating customer data by brand, business unit, or other groupings.

Increase screen recording duration for after-call work

Administrators can now extend the screen recording duration during after-call work (ACW) to up to 60 minutes, an increase from the previous 15-minute limit. This change helps ensure that agents who need more time to complete post-call tasks can still be recorded for quality and compliance monitoring. The longer duration aligns with the previously increased ACW timeout, providing a more consistent experience for contact centers that require longer ACW periods.

Set scheduling constraints for calendar months

Administrators and schedulers can now define scheduling constraints across calendar months to help balance agents’ paid hours and the number of weekends worked. This update allows administrators to set minimum and maximum limits for specific work plan shifts and restrict the number of worked weekends within a planning period. When Genesys Cloud generates schedules, the process automatically suggests the number of weeks needed to cover the full month or the remaining part of the month. This behavior helps to ensure that work plan constraints are optimized and balanced. This feature is especially beneficial in regions where labor laws require workforce management on a monthly basis, including rules for overtime, night shifts, and weekend work.

Recording bulk action API improvement for aged recording management

Administrators can now use the recording bulk action API with simple time-based queries to delete, export, and archive recordings older than five years.