Genesys Cloud FedRAMP region - Customer engagement category
Employee productivity
- Multi contextual panels
Account management
- Automatic role assignment for reactivated users
Customer engagement
- Email administration user interface enhancements
- Retry configuration for unsuccessful customer first callbacks
Self service and automation
- Content-based search for non-English knowledge base articles
- Architect help panel
Workforce engagement
- Enable audio selection with screen recordings in playback
Employee productivity
- Multi contextual panels
Customer engagement
- Web messaging French Canada, Greek, and Hindi support
- Outbound dialing campaign health indicator
Data, analytics, and reporting
- Improved voice offered metrics for customer first callbacks
Workforce engagement
- Updated Genesys Cloud built-in learning modules
- Improved workforce management deferred workload prediction algorithm
Deprecations
- Deprecation: Workforce management historical data delete job API endpoints
Employee productivity
- Multi contextual panels
Account management
- Introducing the Genesys Cloud CX 4 license
Customer engagement
- Access workbin and worktype names in task management events
Data, analytics, and reporting
- Bulk Export API to export external contacts and related data
- View average sentiment score across performance views
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Employee productivity
- Multi contextual panels
- Improved agent email address handling
Customer engagement
- External source for open messaging identity resolution in the UI
- Detailed counts of digital messaging activity
- Microsoft Graph for email integration
Data, analytics, and reporting
- Normalization of Digits in French for Low Latency transcription.
- Division support for external contacts bulk import
- Agent Activity performance dashboard widget filter and sort agents based on conversation activity
Self service and automation
- Advanced knowledge handling in bot flows
Employee productivity
- Multi contextual panels
Account management
- Division assignment for external contacts and external organizations
Customer engagement
- Next Contact Avoidance (NCA) in predictive routing
Data, analytics, and reporting
- Save static interaction lists in Content Search
- Dedicated API endpoints for schema metadata retrieval
Open platform
- Configurable timeout for data actions
Workforce engagement
- Enable audio selection with screen recordings in playback
Employee productivity
- Multi contextual panels
- Conversation details for agents
- Prevent agents from staying on queue without a selected station
Account management
- Attribute-based access control
Customer engagement
- Introducing outbound WhatsApp campaigns support
Data, analytics, and reporting
- Analytics agent activity API filter and sort agents based on conversation activity
- Agent Timeline Detail view
- Retrieve Estimated Wait Time (EWT) by label
- Interactive charts for journey analysis
- Filter customer journey data using numbers
- Journey Management date range configuration
- Improved attribute lists view for Journey Management events
- Journey Management filter and display options
- Insert a new event between two existing events in Journey Management
- Complex journeys persist in post calculation sequenced path order on Journey Management
Workforce engagement
- Add or remove individuals from automatic development and feedback modules assignment
- Gamification Contests
Self service and automation
- Query jobs API typeId as a primary filter and increased filter limits
Deprecations
- Deprecation: Amazon Lex V1 bot integration
Employee productivity
- Multi contextual panels
Account management
- Control wrap-up code access within divisions
Customer engagement
- Work Automation List view OR queries
Data, analytics, and reporting
- Sensitive data masking support for English chat and messaging transcripts
Open platform
- Ukrainian language support
Deprecation
- Deprecation: Documents UI Audit tab
- Deprecation: Auto answer pop-up toast
Employee productivity
- Multi contextual panels
Customer engagement
- Support for open messaging in Single Customer view
Data, analytics, and reporting
- Support sentiment and empathy analysis for Hindi (Hi-IN)
- Date range and complete transfer type support for Journey Flows in Architect
Workforce engagement
- Genesys Cloud updated built-in learning modules
Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
Customer engagement
- Turn on-screen annotation and drawings in co-browse on or off for privacy compliance
Open platform
- Genesys Enhanced TTS now includes Amazon Polly Neural voices
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support
Workforce engagement
- Trigger process automation from Coaching or Learning state changes
Account management
- CX as Code support for Architect flows
Customer engagement
- Add media to an Outbound SMS campaign
- Set SMS Phone Number action type added to digital rules for outbound digital campaigns
- Auto answer for voice interactions on queue settings
- Auto answer for digital interactions
Data, analytics, and reporting
- Filter and search conversations by acoustic metrics and wrap-up codes
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Workforce engagement
- Reminders for agents about their next scheduled activity
Customer engagement
- Regex custom data filtering to protect sensitive information for co-browse
- Configure max calls per agent with decimal precision
- Recurring outbound campaign schedules
- Script support for workitems
Account management
- Customize inactivity timeout settings
Data, analytics, and reporting
- Topic miner Swiss German language support
- Configure performance dashboard widgets with work team and reports-to filters
Employee productivity
- Enhanced email input fields
Self service and automation
- Portuguese language support in Architect
Workforce engagement
- Workforce management historical data import improvement
- Assign coaching without workforce management scheduling
- Workforce management activity codes for coaching and learning
Account management
- Custom inbound data filtering rules for digital channels
- Login banner added to Genesys Cloud login screen
Customer engagement
- External contacts profile panel refresh
- Interactive WhatsApp templates with images and dynamic call-to-action buttons
Self service and automation
- Content based search for knowledge articles
Workforce engagement
- Automate and streamline workforce management time-off requests for published schedules
Deprecations and announcements
- Deprecation: Legacy ACD web chat (version 1)
- Deprecation: Legacy co-browse and screenshare