Genesys Cloud FedRAMP region – February 3, 2025
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.
Regex custom data filtering to protect sensitive information for co-browse
Administrators can now apply co-browse custom data filtering rules via regular expressions (regex) to protect sensitive information from appearing during co-browse interactions. This feature provides increased flexibility and control over data masking. By enabling regular expression masking, administrators can precisely define which fields or values to mask, which ensures that sensitive data remains secure. Regex-based masking enables organizations to use a centralized configuration that aligns with the masking rules already available for other digital channels like web messaging, SMS, and email.
Where:
- Admin > Message > Messenger Configurations
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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Customize inactivity timeout settings
Administrators can now exclude specific system API calls from resetting the inactivity timeout, which allows idle users to be automatically logged out as intended. This update also prevents scenarios where idle agents unintentionally remain logged in due to system API activity. When this happens administrators can fine-tune the inactivity timeout feature to exclude these API calls. This improvement includes a set of default (recommended) APIs to exclude. This improvement helps organizations strike the right balance between maintaining security and ensuring uninterrupted access for users.
Where:
- Admin > Account Settings > Organization Settings > Settings
One of the following licenses:
- All licenses include this feature.
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Configure max calls per agent with decimal precision
Administrators can now configure the maximum calls per agent to one-tenth of a decimal. This feature enables administrators to better control granularity and fine-tune the pacing for outbound power and predictive campaigns. For example, administrators can now set the Max Calls Per Agent to 1.5 instead of whole numbers like 1 or 2. This enhancement helps improve control over campaign performance, enabling users to accommodate more specific use cases and optimize their dialing strategies to align with their operational needs.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
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Recurring outbound campaign schedules
Administrators can now set up recurring outbound campaign schedules, either on a daily or weekly basis. This new feature provides flexibility by allowing administrators and supervisors to manage repeated campaign schedules and make adjustments, including to edit or delete individual instances of a scheduled campaign, or modify the entire series. This improvement reduces the need for manual scheduling and offers more control over the timing and adjustments of recurring campaigns.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Script support for workitems
Administrators can now link scripts to workitems to provide agents with detailed guidance and relevant information when they handle specific tasks. Scripts display workitem details, provide editable fields for updating information, and offer step-by-step directions to help agents resolve workitems more efficiently. This feature allows organizations to customize and personalize workitems using the Scripter tool and tailor the experience to their individual workflows. By integrating scripts, agents can access more context, make updates directly within the script, and complete tasks in a timely and organized manner.
Where:
- Admin > Task Management > Worktypes > Create/edit a worktype > Properties tab > Scripter
One of the following licenses:
- Work Automation Add-on
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Topic miner Swiss German language support
Topic miner is now available in Swiss German (de-CH) dialect. This feature enables administrators and analysts to to mine for topics in this dialect across all media types in order to gain insights into emerging topics.
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
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Configure performance dashboard widgets with work team and reports-to filters
Supervisors can now configure performance dashboard widgets with work team and reports-to filters to display user performance data. This feature helps supervisors monitor performance metrics for dynamic user lists, such as members of a specific work team or users reporting to a specific individual. These new filters allow supervisors to monitor team performance, optimize resource allocation, and quickly make data-driven decisions. When sharing dashboards, the selected filters are retained, ensuring consistent views across teams. This enhancement simplifies the process of tracking agent performance and improves the usability of dashboard widgets.
Where:
- Performance > Workspace > Dashboards > Dashboards
One of the following licenses:
- All licenses include this feature.
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Enhanced email input fields
Genesys Cloud visually enhanced the input fields for email interactions. The updated design adds borders and background colors to the subject, to, cc, and bcc fields. Agents can clearly see which fields that they can edit, reducing confusion and improving efficiency when they manage email interactions. This feature has no functional impact to the fields and helps to align with a unified and user-friendly interface.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Portuguese language support in Architect
Core IVR prompt and system audio file support in Architect is now available for Portugal Portuguese (pt-PT) for the Play Estimated Wait Time and Play Position In Queue actions and for Collect Input verification.
Where:
- Admin > Architect > Architect
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
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Workforce management historical data import improvement
Administrators can now use the Historical Data Import tool to upload multiple files with no impact to previously uploaded files when they migrate forecasting data to Genesys Cloud. Each file includes a unique historical end date and affects only the queues and media that are included in the file. Historical Data Import now stores up to 50 files with a combined storage limit of 5 GB. This enhancement helps forecasters manage historical data imports more effectively, especially when setting up multiple lines of business.
Where:
- Admin > Workforce Management > Historical Data Import
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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Assign coaching without workforce management scheduling
Administrators can now assign coaching appointments outside of the workforce management (WFM) feature. This improvement enables supervisors to decide whether a coaching session integrates with or operates independently of WFM scheduling. Previously, coaching assignments required the use of the WFM schedule. Administrators can now opt out of this requirement and enable facilitators and attendees to participate in coaching sessions at a time that works best for them without using the schedule. Also, coaching now displays Insights data in a new, centralized view. This view consolidates key information to support effective development activities.
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 activity codes for coaching and learning
Administrators can now set custom activity codes for coaching and learning sessions within workforce management schedules. Previously, coaching sessions defaulted to the Training activity code. This feature enables organizations to align coaching and learning activities with the most relevant categories for their business needs and provides flexibility in how coaching and learning are categorized.
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
Read more:
- 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.