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
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
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
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
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
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
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
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
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
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
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
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
