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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details

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

View details