Genesys Cloud FedRAMP region - Open platform category

Employee productivity

• Multi contextual panels
• Call forwarding enhancements with group search functionality

Account management

• Audit SAML authentications
• Increased SSO integrations allowance per identity provider

Customer engagement

• Enable or disable Last Agent Routing for digital conversations
• Messenger individual application provisioning and configuration redesign
• Introducing Genesys Cloud Social
• Genesys Cloud Open Messaging supports custom social network connectors
• Genesys Cloud Social support for Instagram
• WhatsApp’s per message pricing update

Workforce engagement

• Policy-based station-side call recording
• Evaluation data access via consolidated reporting views
• Extended workforce management time-off submission window and management unit fixed date settings
• Workforce management capacity planning

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

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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

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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

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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

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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

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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

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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

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Employee productivity

• Multi contextual panels

Account management

• Division assignment for external contacts and external organizations

Customer engagement

• Next Contact Avoidance (NCA) in predictive routing

Data, analytics, and reporting

• Save static interaction lists in Content Search
• Dedicated API endpoints for schema metadata retrieval

Open platform

• Configurable timeout for data actions

Workforce engagement

• Enable audio selection with screen recordings in playback

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Employee productivity

• Multi contextual panels
• Conversation details for agents
• Prevent agents from staying on queue without a selected station

Account management

• Attribute-based access control

Customer engagement

• Introducing outbound WhatsApp campaigns support

Data, analytics, and reporting

• Analytics agent activity API filter and sort agents based on conversation activity
• Agent Timeline Detail view
• Retrieve Estimated Wait Time (EWT) by label
• Interactive charts for journey analysis
• Filter customer journey data using numbers
• Journey Management date range configuration
• Improved attribute lists view for Journey Management events
• Journey Management filter and display options
• Insert a new event between two existing events in Journey Management
• Complex journeys persist in post calculation sequenced path order on Journey Management

Workforce engagement

• Add or remove individuals from automatic development and feedback modules assignment
• Gamification Contests

Self service and automation

• Query jobs API typeId as a primary filter and increased filter limits

Deprecations

• Deprecation: Amazon Lex V1 bot integration

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Employee productivity

• Multi contextual panels
• Improved accessibility in Tempo
• View possible shifts in the Genesys Tempo mobile app
• Notes panel improvements
• Wrap Up panel usability improvements 

Data, analytics, and reporting

• Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Workforce engagement

• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

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Employee productivity

• Multi contextual panels

Account management

• Control wrap-up code access within divisions

Customer engagement

• Work Automation List view OR queries

Data, analytics, and reporting

• Sensitive data masking support for English chat and messaging transcripts

Open platform

• Ukrainian language support

Deprecation

• Deprecation: Documents UI Audit tab 
• Deprecation: Auto answer pop-up toast

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