Genesys Cloud FedRAMP region - Open platform category
Account management
- Counted limits monitoring and alerts
- WebRTC Media Helper enabled by default with allowed IP addresses feature
Customer engagement
- Prerequisites in expandable section of Resource Center articles
- Interaction routing based on predictive scores
- Genesys Cloud CIDR expansion and firewall requirements
Data, analytics, and reporting
- Dashboard Owners page
- Increase quality management topic limit to 5000 on request
Open platform
- API for platform limit event alert
Workforce engagement
- Screen recording playback UI modernization
- Improved customer sentiment and agent empathy analysis for English dialects
Data, analytics, and reporting
- Improved summary row display in analytics performance views
Customer engagement
- Enhanced search capability within skill expression groups
- Skill expression groups
- New search endpoint
- Success, Neutral and Failure classifications in wrap up code mappings
Employee productivity
- Configurable voicemail forwarding for presence states
Account management
- Multiple messenger deployment behavior update
Data, analytics, and reporting
- Enhanced agent status visibility for supervisors
Customer engagement
- Enhanced WebRTC Media Helper for VDI users
Open platform
- Genesys Bot Connector
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
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
Customer engagement
- Enhanced message delivery status in messenger widget
Employee productivity
- Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
- Microsoft Teams and 8×8 UC Integrations availability
Open platform
- Enhanced AudioHook Monitor configuration and migration process
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU) (eu-ES), and Swedish language support
Workforce engagement
- SCORM 1.2 learning standard conformance
- Learning module improvements
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
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
Customer engagement
- Client Credential Flow (CCF) authentication support for SMTP integrations
- Support for multiple external email participants
Data, analytics, and reporting
- Improved native voice transcription accuracy for Japanese
- Improved accuracy of Irish street names in English native voice transcription
Employee productivity
- Enhancement of inactivity timeout in embedded clients
Open platform
- Update agent preferred name via public API
Workforce engagement
- Support for disputed evaluations on gamification metrics scorecards
- Suppress recording when a call is on hold
Customer engagement
- Advanced input file pre-processing
- Additional file format support for contact lists
- Messenger support for Estonian, Latvian, and Lithuanian
Data, analytics and reporting
- Sensitive data masking French and Italian language support
- Analytics user interface enhancements
- Introducing external contacts and external organizations filters and columns in performance views
Open platform
- Portuguese language support
Workforce engagement
- Workforce management navigation menu grouping
- Staffing requirements and performance metrics in the Schedules screen