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.

Employee productivity

  • Multi contextual panels
  • Improved Collaborate Chat read and unread message sync

Data, analytics, and reporting

  • Flow Outcomes and Milestones now available in Journey Management

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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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