Genesys Cloud FedRAMP region – March 10, 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 a customer conversation with full context visible at a glance.

Support for open messaging in Single Customer view

Administrators can now enable support for the open messaging channel in Single Customer View. Agents can search for and select an existing contact in the Profile Panel or create a new contact and claim an open messaging ID as an identifier. Open messaging interactions now appear in the customer journey, helping agents understand past interactions across all supported channels. This update helps improve identity resolution, providing a complete view of customer interactions. It also enhances the ability to track and manage customer journeys across the open messaging channels.

Support sentiment and empathy analysis for Hindi (Hi-IN)

Sentiment and empathy analysis support is now available for Hindi (Hi-IN).

Date range and complete transfer type support for Journey Flows in Architect

Administrators can now view the specific date range that the Journey Flows visualization covers in Architect. Also, all transfer types are now included in the visualization, providing analysts with a more comprehensive view of customer journey paths within their Architect flows. This update helps analysts better understand customer behavior by offering a complete view of the flow, including all relevant transfer types. The inclusion of a date range also provides crucial context, allowing for more accurate interpretation of journey data. This enhancement helps analysts gain deeper insights into customer interactions and flow paths, improving the ability to optimize journey design and customer experience.

Genesys Cloud updated built-in learning modules

Genesys Cloud now offers new and updated built-in learning modules for agents and supervisors. These modules, provided by Genesys Beyond, use SCORM support in Genesys Cloud, making it easier to keep training content current. Previously, built-in learning modules were hardcoded, making updates less flexible. With this change, administrators benefit from more updates to training materials, helping ensure that agents and supervisors have access to the most relevant and up-to-date information. This update also supports better integration between Genesys Cloud’s learning features and Beyond-generated content.