Genesys Cloud FedRAMP region - Account management category

List of the Genesys Cloud FedRAMP region release notes that include Account management updates.

Account management

Improved Genesys Cloud storage cost calculator

Customer engagement

Metrics for improved workitem volume forecasting
IMAP integration for inbound email

Data, analytics, and reporting

Content Search lookback for words and phrases extended to 60 days
Flow insights overlay for flow performance analysis

Employee productivity

Disable WebRTC audio and alert notifications in the embedded client
Suppress profile notifications
Preferred device profiles

Self service and automation

Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

Enhanced agent and supervisor activity overview screen
Workforce management notifications for process automation triggers
Workforce management Business Unit/Management Unit and Time Zone placement in views

Account management

Counted limits monitoring and alerts
WebRTC Media Helper enabled by default with allowed IP addresses feature

Customer engagement

Prerequisites in expandable section of Resource Center articles
Interaction routing based on predictive scores
Genesys Cloud CIDR expansion and firewall requirements

Data, analytics, and reporting

Dashboard Owners page
Increase quality management topic limit to 5000 on request

Open platform

API for platform limit event alert

Workforce engagement

Screen recording playback UI modernization
Improved customer sentiment and agent empathy analysis for English dialects

Customer engagement

Queue segmentation of canned responses
Work Automation performance views enhancements
Reconnect and reply to closed email
Skills-based dialing in Power and Predictive outbound campaigns
Granular campaign control permissions
Genesys Cloud CIDR expansion and firewall requirements

Data, analytics, and reporting

Real time alerts for out of adherence status

Self service and automation

Flexible text-to-speech (TTS) engine selection in Architect flows
Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation

Account management

Multiple messenger deployment behavior update

Data, analytics, and reporting

Enhanced agent status visibility for supervisors

Customer engagement

Enhanced WebRTC Media Helper for VDI users

Open platform

Genesys Bot Connector

Account management

Hourly interacting users billing option

Customer engagement

Highlight markdown support in web messaging

Data, analytics, and reporting

Introducing Architect Journey Flows for bot and digital bot flows
Introducing Architect Journey Flows for inbound and secure call flows
Improved native voice transcription accuracy for Portuguese

Self service and automation

Select multiple segments in knowledge article variations
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Introducing Architect Replay Mode
Advanced Architect execution data capabilities for all flows

Workforce engagement

Improved navigation between published schedules in the workforce management schedule editor

Account management

Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

Email notifications for expiring and expired scheduled exports

Self service and automation

Enhanced AudioHook Monitor configuration and migration process
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

Account management

View all groups permission

Data, analytics, and reporting

Interaction categories for interaction analysis

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
File attachments via supported content profile
Re-use SMTP connections in outbound email

Employee productivity

Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Open platform

Leveraging Digicert as the certificate authority in the mTLS process

Self service and automation

Updated analytics event for top viewed articles in the Knowledge Performance dashboard

Workforce engagement

Supervisor WEM dashboard
Workforce management Explanations desktop feature
Genesys Tempo for workforce management schedules

Account management

Change password set/reset workflow
Password policy minimum requirements

Customer engagement

Digital channels participant information update

Data, analytics, and reporting

Improved native voice transcription accuracy for French languages
Improved sentiment analysis for English languages
Notification API voice transcription number normalcy for English languages

Self service and automation

Knowledge workbench V2

Account management

Assign divisions to secondary statuses
Multi-factor authentication (MFA) for Genesys Cloud
Division-aware configuration objects default to all divisions

Customer engagement

Improved digital agent-to-agent transfer

Data, analytics and reporting

New speech and text analytics permissions
Open interactions in a new Analytics workspace tab
Agent empathy analysis API for English transcripts
View daily agent login and logout activity for multiple agents

Self service and automation

Triggers UI improvements
Architect data tables user interface updates

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.