Genesys Cloud FedRAMP region - Data, analytics, and reporting category

Employee productivity

• Multi contextual panels

Account management

• Enhanced Groups Profile configuration

Customer engagement

• Enhance predictive routing accuracy with participant data
• Sort contacts by priority in skills-based dialing for progressive campaigns
• Sort contacts by priority for skills-based dialing in Preview campaigns
• Workitems List view filter enhancements

Data, analytics, and reporting

• Improved readability of native voice transcription in Spanish language transcripts

Open platform

• New Genesys Cloud Voice phone number inventory report

Self service and automation

• Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
• Genesys Cloud Virtual Agent language support for Italian
• Introducing Guides in AI Studio

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Employee productivity

• Multi contextual panels
• Agent Copilot summary API metrics and edited summaries
• Fax interface update

Customer engagement

• Retention of library selection in the Canned Responses Admin page
• Updated pricing for social direct messages, SMS, and agentless outbound email
• Enhanced email administration user interface
• Configurable X integration sizes and new entry size
• Send and receive media through X (formerly Twitter) channel
• Genesys Cloud for X (Twitter) Direct Messaging integration

Data, analytics, and reporting

• AI Insights at a glance
• New digital response time and engagement metrics
• On demand voice and digital transcript translation

Workforce engagement

• Multiple answer selection in evaluation form questions

Deprecations

• Deprecation: Workforce management historical data delete job API endpoints

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Employee productivity

• Multi contextual panels

Customer engagement

• Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

• Enhanced Performance dashboards with real-time agent status counts by work team
• AI insights about reasons for customer sentiment

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Employee productivity

• Multi contextual panels
• Introducing Genesys Agent Copilot
• New email send permissions control

Customer engagement

• Time-based conditions in call rule sets

Data, analytics, and reporting

• Program and Detected Category filters and columns in Content Search view

Open platform

• Script selection from in the Workitem Panel in Panel Manager

Self service and automation

• Introducing Genesys Cloud Virtual Agent

Workforce engagement

• Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning
• Deprecation: Predictive Engagement support for ACD Web Chat 2.0

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Employee productivity

• Multi contextual panels

Customer engagement

• Sort by priority in skills-based dialing for Preview campaigns

Data, analytics, and reporting

• Group Ring column and filter in Interaction views

Open platform

• On Demand log capture for agents

Workforce engagement

• Export agent summary data as PDF or CSV

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Employee productivity

• Multi contextual panels
• Collaborate and Communicate Mobile access for FedRAMP organizations
• Enable real-time queue and agent monitoring with customizable notifications on Android
• Insights app for iOS
• Configure chat message editing time limits

Customer engagement

• Character counter in canned responses editor

Data, analytics, and reporting

• View phrase usage in Topic Editor

Open platform

• Custom node.js code as part of a data action

Self service and automation

• Introducing the Webhook for Events integration

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

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Employee productivity

• Multi contextual panels

Customer engagement

• Quick replies, cards, and carousels for open messaging

Data, analytics, and reporting

• Track and manage billing for Supervisor Copilot AI features
• Improved event list organization for enhanced journey building
• Event card editing and visualization in journey canvas

Self service and automation

• Enhanced recognition failure handling in Architect digital bot flows
• BYOC Cloud TLS X.509 certificates

Workforce engagement

• Shift trades across weeks within schedule to improve agent flexibility
• Find Agent Search field in gamification profiles

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Employee productivity

• Multi contextual panels

Customer engagement

• Instagram support for external contacts identity resolution

Data, analytics, and reporting

• Average Speed of Answer in Agent Performance views

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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

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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

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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

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