Genesys Cloud FedRAMP region - Customer engagement category

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

Customer engagement

  • Preserve routing information for callbacks and voicemails
  • Define rule conditions based on workitem dates
  • Updated agent canned responses panel
  • Bulk workitem addition via API

Data, analytics, and reporting

  • Edit and rerun scheduled exports
  • Share dashboards with work teams and individuals
  • Agent performance reports for inactive and deleted users
  • Improved native voice transcription accuracy for French
  • Normalization of Digits in German for Low Latency transcription.

Employee productivity

  • Enable emoji reactions in Collaborate chat including desktop users

Open platform

  • Division-aware permissions and APIs for external contacts

Workforce engagement

  • Improved search and filters for screen recorded interactions

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Customer engagement

  • SMS and E-mail campaign automation using campaign rules

Data, analytics, and reporting

  • Hindi programs, topics, and phrases support

Employee productivity

  • Add descriptions to collaborate chat rooms

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Customer engagement

  • Define ring membership by queue
  • Division-based Schedule view
  • Bulk workitem termination

Data, analytics, and reporting

  • Improved Content Search view
  • Topic miner Dutch language support

Workforce engagement

  • Workforce management activity smoothing and schedule variability

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Account management

  • Control scripts access based on division membership

Customer engagement

  • Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

  • Native voice transcription support for Swiss German
  • Improved native voice transcription accuracy for Spanish

Employee productivity

  • View time-off balances from an external HR system on Genesys Tempo

Open platform

  • Supporting links for operational event details

Self service and automation

  • Track and optimize flow size with enhanced insights

Workforce engagement

  • Improved workforce management schedule editor agent filter and sort
  • Workforce management weekly staffing requirements with ABM forecasts
  • Improved deferred workload prediction algorithm

Deprecations and announcements

  • Deprecation: Legacy alerting system

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning

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Account management

  • Audit Viewer granular detail of role changes

Customer engagement

  • View Mobile Journey Tracking for enhanced agent insights
  • Web messaging Hungarian, Ukrainian, and Vietnamese support

Employee productivity

  • Preview active emails in queue and parked emails
  • Collaborate chat hyperlink ability

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Customer engagement

  • Quick replies, cards, and carousels for open messaging
  • Third-party Facebook, Instagram, and WhatsApp messaging 
  • Automatically pause co-browse session for specific pages
  • Real-time WhatsApp message status tracking
  • External Contacts external ID support
  • Workitems List View filter and sort support

Data, analytics, and reporting

  • Enhanced bulk import for external contacts

Workforce engagement

  • GCBA proxy server support
  • Enhanced date format display for workforce management agents

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Customer engagement

  • Enable UUI retrieval from outbound call responses

Employee productivity

  • Improved agent messaging interface
  • Keyboard support for DTMF input in embedded framework

Open platform

  • Genesys Cloud Voice number management UI improvements

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Customer engagement

  • Work items custom panel support
  • Introducing Architect workitem flows for enhanced work automation
  • Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

  • Enhanced interaction visibility in agent status widget
  • Sentiment and agent empathy analysis for Swiss German language

Open platform

  • Genesys Cloud Voice now available in FedRAMP region (USE2)
  • Additional conversation events for the Operational Console

Self service and automation

  • Architect toolbox search option
  • Knowledge workbench connectors for Salesforce and ServiceNow

Deprecations

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

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Account management

  • Simplified customer firewall requirements

Customer engagement

  • Active callback columns for performance views

Data, analytics, and reporting

  • Journey flows tab in Architect for outbound call, inbound email and message flows
  • Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

  • Multi contextual panels

Open platform

  • Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

  • Drag and drop in Architect builders

Workforce engagement

  • Workforce management read-only continuous forecasting

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Customer engagement

  • Barge-in capability for supervisors and administrators
  • Voice surveys after customer interactions

Employee productivity

  • Introducing direct routing to dedicated users

Self service and automation

  • Disable automatic hinting in Architect bot flows

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Account management

  • Telephone resource limits in Admin UI

Customer engagement

  • Rule conditions and advanced capabilities for campaign rules
  • Identifier claim management for external contacts
  • Park email interactions

Employee productivity

  • Supervisor access to voicemail metrics

Workforce engagement

  • Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
  • Manually assign work plans with future effective dates

View details