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

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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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

• 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

• Improved Genesys Cloud storage cost calculator

Customer engagement

• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

Data, analytics, and reporting

• Content Search lookback for words and phrases extended to 60 days
• Flow insights overlay for flow performance analysis

Employee productivity

• Disable WebRTC audio and alert notifications in the embedded client
• Suppress profile notifications
• Preferred device profiles

Self service and automation

• Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

• Enhanced agent and supervisor activity overview screen
• Workforce management notifications for process automation triggers
• Workforce management Business Unit/Management Unit and Time Zone placement in views

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Customer engagement

• Notification topic for outbound message delivery failures
• Customer-first callback option
• Step-up authentication during web messaging sessions
• Generic SIP station support in cloud media

Data, analytics, and reporting

• Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

• Agent desktop email user interface enhancements
• Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

• Resize images and tables in knowledge workbench articles

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Data, analytics, and reporting

• Enhanced responsive layout and widget scaling for dashboards

Employee productivity

• Workflow triggers for collaborate chat messages
• Persistent agent settings for embedded clients on the server side
• Workflow triggers for external user presence events

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Customer engagement

• Genesys Cloud CIDR expansion and firewall requirements completion
• Messenger session persistence
• Workitem query and filter improvements
• Enhanced workitems list view with column picker and advanced filtering
• Direct access to interaction details from the Customer Journey tab

Data, analytics, and reporting

• Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
• Real time data update indicators in analytics views
• View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

• Enhanced control over agent assistance access

Workforce engagement

• Workforce management per minute scheduling granularity

Deprecations

• Deprecation: Legacy alerting system

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