Genesys Cloud FedRAMP region - Self service and automation category

List of the Genesys Cloud FedRAMP region release notes that include Self service and automation updates.

Employee productivity

  • Multi contextual panels
  • Enable focus mode for agent apps
  • Improved Collaborate chat read and unread message sync
  • Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

  • Access and promote external contacts directly in Architect
  • Internal article linking within the knowledge base

Data, analytics, and reporting

  • Search transcript content up to 90 days back
  • Improved native voice transcription readability for Portuguese
  • Exclude existing topics and phrases from topic mining
  • Manage expiring and expired exports in the scheduled exports view
  • Recover deleted dashboards from summary and owner pages

Self service and automation

  • Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
  • Virtual Agent performance dashboard
  • New metrics for Architect bot and digital bot flows in the Optimization dashboard

Workforce engagement

  • Set limits on shift types and weekend work in schedules

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Employee productivity

  • Multi contextual panels

Customer engagement

  • Configurable outbound routes now available for customer first callbacks

Self service and automation

  • Knowledge workbench V2 accessibility improvements
  • Enhanced AI-powered slots for virtual agents

Workforce engagement

  • Unlimited archived recording restorations

Deprecations

  • Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

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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
  • 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
  • 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

  • Quick replies, cards, and carousels for open messaging

Data, analytics, and reporting

  • Track and manage billing for Supervisor Copilot AI features
  • Improved event list organization for enhanced journey building
  • Event card editing and visualization in journey canvas

Self service and automation

  • Enhanced recognition failure handling in Architect digital bot flows
  • BYOC Cloud TLS X.509 certificates

Workforce engagement

  • Shift trades across weeks within schedule to improve agent flexibility
  • Find Agent Search field in gamification profiles

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Employee productivity

  • Multi contextual panels

Account management

  • Automatic role assignment for reactivated users

Customer engagement

  • Email administration user interface enhancements
  • Retry configuration for unsuccessful customer first callbacks

Self service and automation

  • Content-based search for non-English knowledge base articles
  • Architect help panel

Workforce engagement

  • Enable audio selection with screen recordings in playback

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Employee productivity

  • Multi contextual panels
  • Improved agent email address handling

Customer engagement

  • External source for open messaging identity resolution in the UI
  • Detailed counts of digital messaging activity
  • Microsoft Graph for email integration

Data, analytics, and reporting

  • Normalization of Digits in French for Low Latency transcription.
  • Division support for external contacts bulk import
  • Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

  • Advanced knowledge handling in bot flows

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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
  • Notes panel improvements
  • Wrap Up panel usability improvements 

Customer engagement

  • Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Open platform

  • Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

  • Trigger process automation from Coaching or Learning state changes

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Employee productivity

  • Multi contextual panels
  • Notes panel improvements
  • Wrap Up panel usability improvements 
  • Display external contact names in call history and voicemail inbox
  • Enable message pinning in Collaborate chat

Account management

  • User settings page displays the last login date and time
  • Voice transcription combined offer
  • Simplified license usage logic

Data, analytics, and reporting

  • Native voice transcription support for Hebrew

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

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Account management

  • CX as Code support for Architect flows

Customer engagement

  • Add media to an Outbound SMS campaign
  • Set SMS Phone Number action type added to digital rules for outbound digital campaigns
  • Auto answer for voice interactions on queue settings
  • Auto answer for digital interactions

Data, analytics, and reporting

  • Filter and search conversations by acoustic metrics and wrap-up codes

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

  • Reminders for agents about their next scheduled activity

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Customer engagement

  • Regex custom data filtering to protect sensitive information for co-browse
  • Configure max calls per agent with decimal precision
  • Recurring outbound campaign schedules
  • Script support for workitems

Account management

  • Customize inactivity timeout settings

Data, analytics, and reporting

  • Topic miner Swiss German language support
  • Configure performance dashboard widgets with work team and reports-to filters

Employee productivity

  • Enhanced email input fields

Self service and automation

  • Portuguese language support in Architect

Workforce engagement

  • Workforce management historical data import improvement
  • Assign coaching without workforce management scheduling
  • Workforce management activity codes for coaching and learning

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