Genesys Cloud FedRAMP region - Customer engagement category

List of the Genesys Cloud FedRAMP region release notes that include Customer engagement updates.

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details