Genesys Cloud FedRAMP region - Open platform category

List of the Genesys Cloud FedRAMP region release notes that include Open platform updates.
Genesys Cloud FedRAMP region – July 8, 2024

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

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Genesys Cloud FedRAMP region – June 17, 2024

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

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Genesys Cloud FedRAMP region – June 10, 2024

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

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Genesys Cloud FedRAMP region – May 27, 2024

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

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Genesys Cloud FedRAMP region – March 25, 2024

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

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Genesys Cloud FedRAMP region – January 31, 2024

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

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Genesys Cloud FedRAMP region – January 17, 2024

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

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