Genesys Cloud FedRAMP region - Customer engagement category

List of the Genesys Cloud FedRAMP region release notes that include Customer engagement updates.
Genesys Cloud FedRAMP region – July 8, 2024

Data, analytics, and reporting

  • Real-time alerting based on agent’s after call work duration
  • Real-time alerting for waiting interactions
  • Configure rules for any user within a work team
  • Topic miner German, Italian, and Portuguese language support

Open platform

  • Dynamic documentation and trigger enablement for the Operational Console
  • Enable automatic capture of console logs for troubleshooting

Workforce engagement

  • Trade alternative shifts for enhanced workforce management shift management

Deprecations

  • Deprecation: Legacy historical adherence query route

Platform

  • Japanese translation of the Export report

View details

Genesys Cloud FedRAMP region – July 1, 2024

Customer engagement

  • Limit agent actions during co-browse sessions

Data, analytics, and reporting

  • Trigger alerts based on the number of agents currently in queue
  • Create in-app toast notification alert rule.
  • Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
  • Architect supported languages user interface enhancements
  • Collapsible card interface in Architect actions

Workforce engagement

  • Improved native voice transcription accuracy for Dutch

View details

Genesys Cloud FedRAMP region – June 24, 2024

Data, analytics, and reporting

  • View speech and text analytics data for a year at a time

Customer engagement

  • Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

  • Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

  • HELD (HTTP Enabled Location Delivery) for E911 Location Information
  • Introducing the Nuance Recognizer as a Service integration

Workforce engagement

  • Interaction recording download tracking in audit trail

View details

Genesys Cloud FedRAMP region – June 17, 2024

Customer engagement

  • Automatically save wrap-up codes for improved call handling
  • Enhanced dynamic filtering for real-time adjustments in campaigns
  • Expanded campaign rule actions for enhanced automation

Data, analytics, and reporting

  • Alerting improvements
  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Enhanced dictionary management

Employee productivity

  • Enhanced privacy controls for ad hoc recordings
  • Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

View details

Genesys Cloud FedRAMP region – June 10, 2024

Customer engagement

  • Enhanced message delivery status in messenger widget

Employee productivity

  • Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
  • Microsoft Teams and 8×8 UC Integrations availability

Open platform

  • Enhanced AudioHook Monitor configuration and migration process

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU) (eu-ES), and Swedish language support

Workforce engagement

  • SCORM 1.2 learning standard conformance
  • Learning module improvements

View details

Genesys Cloud FedRAMP region – May 27, 2024

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

View details

Genesys Cloud FedRAMP region – May 20, 2024

Customer engagement

  • Auto-answer functionality for agents in preview campaigns
  • Dynamic edge resource utilization for automated outbound dialing

Employee productivity

  • Genesys Agent Assist summarization Spanish support (preview)

Self service and automation

  • Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
  • Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
  • Architect data tables user interface updates

Workforce engagement

  • Insights visual charting for supervisors

View details

Genesys Cloud FedRAMP region – May 13, 2024

Customer engagement

  • View and edit imported data via the user interface in the Contact List editor

Self service and automation

  • Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

View details

Genesys Cloud FedRAMP region – May 6, 2024

  • Improved Genesys Cloud announcements

Data, analytics, and reporting

  • Analytics API enhanced capabilities

Customer engagement

  • Canned Responses user interface enhancements

Self service and automation

  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer
  • Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

  • Manage Active Screen Recordings

View details

Genesys Cloud FedRAMP region – April 15, 2024

Customer engagement

  • Architect post-call actions in voice calls
  • Improved agent utilization for digital transfers
  • Co-browse for web messaging
  • Co-browse for voice via Messenger
  • Deploy Messenger without web messaging
  • Messenger JavaScript SDK toaster plugin
  • Messenger co-browse toolbar improvements
  • Co-browse supports multiple iframes
  • Co-browse for web messaging read-only fields and buttons

Employee productivity

  • Conversation summarization with Genesys Agent Assist for Voice
  • Public APIs for Collaborate chat room management and chat messages

View details

Genesys Cloud FedRAMP region – April 8, 2024

Customer engagement

  • File attachments via supported content profile

Data, analytics, and reporting

  • Edit and rerun scheduled exports
  • Improved native voice transcription accuracy for Spanish dialects

Self service and automation

  • Introducing the Audio Connector integration
  • Improved flow size indicator in Architect

View details

Genesys Cloud FedRAMP region – March 18, 2024

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
  • Knowledge portal refreshed article search results
  • Historical execution data for Architect bot flows and digital bot flows

Employee productivity

  • Genesys Agent Assist knowledge article feedback
  • Introducing Agent Assist

Customer engagement

  • Enable and disable email threading
  • Outbound digital campaigns event triggers for post-contact interactions

Data, analytics, and reporting

  • Support for capitalization and punctuation in native voice transcription for English transcripts

View details

1 2 3