Genesys Cloud FedRAMP region – January 13, 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.

SMS and E-mail campaign automation using campaign rules

Administrators can now automate operations for SMS and email campaigns using campaign rules, including conditions and actions. This enhancement enables campaign rules to operate simultaneously across digital (SMS and email) and voice campaigns and streamlines campaign management. Also Change Campaign Template and Set Campaign Messages Per Minute actions are now available for digital campaigns. These actions provide greater flexibility and control over digital channel operations.

Additional details

One of the following licenses:

  • Genesys Cloud 2
  • Genesys Cloud 3

Read more:

Hindi programs, topics, and phrases support

Programs, topics, and phrases support is now available for Hindi (hi-IN).

Additional details

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

Read more:

Add descriptions to collaborate chat rooms

Administrators can now add or edit descriptions for Collaborate chat rooms, which enables room owners to provide more context and information about the room’s purpose. A chat room description helps participants understand the role of the chat room and the intended focus beyond the title. This enhancement reflects feedback from users and internal teams who requested alignment with the capabilities of other chat platforms.

Additional details

One of the following licenses:

  • Collaborate

Read more:

Improved deferred workload prediction algorithm

Feature postponed: January 16, 2025

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. 

Additional details

Where:

  • Admin > Workforce Management > Forecasting

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:

Note:
  • 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.