Genesys Cloud FedRAMP region – November 4, 2024

Work items custom panel support

Genesys Cloud now supports the ability to use client applications to create and add custom panels to work items. Developers can create and publish custom i-frame panels to enhance work items with tailored content and tools. Administrators can add these custom panels and determine the order on a work item. This enhancement improves the flexibility and functionality of work items, enabling more customized workflows and better support for specific operational needs.

Introducing Architect workitem flows for enhanced work automation

Flow authors can now define and manage workitem flows directly within Architect via dedicated actions tailored specifically for workitem processing. This feature enables administrators and contact center managers to improve operational efficiency by reducing the need for manual data actions to perform routine tasks, such as adjusting priority, changing status, or transferring workitems to ACD queues. By integrating these actions, Architect offers increased flexibility and extensibility for workflow designs that require collaboration across teams. For instance, a travel booking workflow can now validate incoming data, proactively request missing information through the customer’s preferred communication channel, and route tasks to different teams such as insurance verification and claim processing.

Expanded customer identification with non-E.164 numbers

Agents can now identify new and existing customers using non-E.164 phone numbers in both website and application interactions. With this update, non-E.164 numbers can be included as identifiers in web and app interactions, allowing agents to recognize and connect with customers who use local or alternative number formats. This enhancement supports smoother customer identification across diverse numbering formats, improving the experience for agents handling a broader range of interactions.

Enhanced interaction visibility in agent status widget

Supervisors can now use the agent status widget in performance dashboards to view all interactions handled by agents, along with the durations of the shortest and longest interactions. This feature allows supervisors to set an order preference based on interaction duration. Also, this feature allows supervisors to quickly access interaction details with a single click in the new dashboard UI. These enhancements help supervisors efficiently monitor agent performance in real time, providing a streamlined view of agent activity to support timely guidance and oversight.

Sentiment and agent empathy analysis for Swiss German language

Sentiment and agent empathy analysis is now available for German Switzerland (de-CH).

Genesys Cloud Voice now available in FedRAMP region (USE2)

Genesys Cloud Voice (GCV) services are now available in the FedRAMP-certified AWS USE2 region, allowing organizations to purchase United States DID and toll-free numbers within this secure environment. This availability supports agencies and organizations requiring FedRAMP compliance, helping improve access to secure, cloud-based voice services in a regulated region.

Additional conversation events for the Operational Console

Administrators can now access three new conversation events in the Operational Console and they can also view the new events in the Event Catalog. This feature helps administrators gain early visibility into conversations that may become toxic in the Analytics service. The three event types that signal a toxic status are:

• Conversation-2000 - Too Many Events
• Conversation-2001 - Too Many Communications
• Conversation-2002 - Too Many Segments

Architect toolbox search option

Administrators and flow authors can now use the new search box within the Architect toolbox to quickly and easily locate specific actions. This feature alleviates the need to navigate through multiple categories to find the right action, which helps to improve efficiency when flow authors create and configure flows.

Knowledge workbench connectors for Salesforce and ServiceNow

Genesys Cloud introduces built-in knowledge base connectors for Salesforce and ServiceNow. This feature enables knowledge authors to add and configure third-party content and then surface that knowledge in bots, Agent Copilot, Messenger, and the knowledge portal. Knowledge authors can use existing knowledge management tools that contain historical company content without recreating or importing it into the Genesys Cloud knowledge workbench. Before the organization can add source content, administrators must first add the Salesforce or ServiceNow integration. Built-in connectors that sync existing content promotes knowledge base and article management.

Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

On May 31, 2027, Genesys Cloud will discontinue support for Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot.