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

List of the Genesys Cloud FedRAMP region release notes that include Data, analytics, and reporting updates.
Genesys Cloud FedRAMP region – July 8, 2024

Data, analytics, and reporting

  • Real-time alerting based on agent’s after call work duration
  • Real-time alerting for waiting interactions
  • Configure rules for any user within a work team
  • Topic miner German, Italian, and Portuguese language support

Open platform

  • Dynamic documentation and trigger enablement for the Operational Console
  • Enable automatic capture of console logs for troubleshooting

Workforce engagement

  • Trade alternative shifts for enhanced workforce management shift management

Deprecations

  • Deprecation: Legacy historical adherence query route

Platform

  • Japanese translation of the Export report

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Genesys Cloud FedRAMP region – July 1, 2024

Customer engagement

  • Limit agent actions during co-browse sessions

Data, analytics, and reporting

  • Trigger alerts based on the number of agents currently in queue
  • Create in-app toast notification alert rule.
  • Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
  • Architect supported languages user interface enhancements
  • Collapsible card interface in Architect actions

Workforce engagement

  • Improved native voice transcription accuracy for Dutch

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Genesys Cloud FedRAMP region – June 24, 2024

Data, analytics, and reporting

  • View speech and text analytics data for a year at a time

Customer engagement

  • Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

  • Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

  • HELD (HTTP Enabled Location Delivery) for E911 Location Information
  • Introducing the Nuance Recognizer as a Service integration

Workforce engagement

  • Interaction recording download tracking in audit trail

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Genesys Cloud FedRAMP region – June 17, 2024

Customer engagement

  • Automatically save wrap-up codes for improved call handling
  • Enhanced dynamic filtering for real-time adjustments in campaigns
  • Expanded campaign rule actions for enhanced automation

Data, analytics, and reporting

  • Alerting improvements
  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Enhanced dictionary management

Employee productivity

  • Enhanced privacy controls for ad hoc recordings
  • Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

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Genesys Cloud FedRAMP region – June 3, 2024

Account management

  • Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

  • Email notifications for expiring and expired scheduled exports

Self service and automation

  • Enhanced AudioHook Monitor configuration and migration process
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

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Genesys Cloud FedRAMP region – May 27, 2024

Account management

  • View all groups permission

Data, analytics, and reporting

  • Interaction categories for interaction analysis

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
  • File attachments via supported content profile
  • Re-use SMTP connections in outbound email

Employee productivity

  • Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Open platform

  • Leveraging Digicert as the certificate authority in the mTLS process

Self service and automation

  • Updated analytics event for top viewed articles in the Knowledge Performance dashboard

Workforce engagement

  • Supervisor WEM dashboard
  • Workforce management Explanations desktop feature
  • Genesys Tempo for workforce management schedules

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Genesys Cloud FedRAMP region – May 6, 2024

  • Improved Genesys Cloud announcements

Data, analytics, and reporting

  • Analytics API enhanced capabilities

Customer engagement

  • Canned Responses user interface enhancements

Self service and automation

  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer
  • Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

  • Manage Active Screen Recordings

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Genesys Cloud FedRAMP region – April 29, 2024

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Korean dialect

Employee productivity

  • Genesys Agent Assist summarization moved to the ACW pane

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support

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Genesys Cloud FedRAMP region – April 22, 2024

Data, analytics, and reporting

  • Analytics data masking options
  • Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
  • Improved sentiment analysis for French and Spanish languages
  • Agent empathy analysis

Employee productivity

  • Headset call control buttons in embedded clients

Self service and automation

  • Intent health in Architect bot flows and digital bot flows

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Genesys Cloud FedRAMP region – April 8, 2024

Customer engagement

  • File attachments via supported content profile

Data, analytics, and reporting

  • Edit and rerun scheduled exports
  • Improved native voice transcription accuracy for Spanish dialects

Self service and automation

  • Introducing the Audio Connector integration
  • Improved flow size indicator in Architect

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Genesys Cloud FedRAMP region – April 1, 2024

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Portuguese dialects

Workforce engagement

  • Change forecast associated with a schedule
  • Leaderboard view disabled for organizations with disabled gamification

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Genesys Cloud FedRAMP region – March 25, 2024

Data, analytics, and reporting

  • Architect Flow Insights toggle for bot and digital bot flows

Open platform

  • Audit Viewer alternate search parameters support

Workforce engagement

  • Inbound and outbound filter for gamification metrics

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