Genesys Cloud FedRAMP region - Customer engagement category

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

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