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.

Customer engagement

Barge-in capability for supervisors and administrators
Voice surveys after customer interactions

Employee productivity

Introducing direct routing to dedicated users

Self service and automation

Disable automatic hinting in Architect bot flows

Account management

Improved Genesys Cloud storage cost calculator

Customer engagement

Metrics for improved workitem volume forecasting
IMAP integration for inbound email

Data, analytics, and reporting

Content Search lookback for words and phrases extended to 60 days
Flow insights overlay for flow performance analysis

Employee productivity

Disable WebRTC audio and alert notifications in the embedded client
Suppress profile notifications
Preferred device profiles

Self service and automation

Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

Enhanced agent and supervisor activity overview screen
Workforce management notifications for process automation triggers
Workforce management Business Unit/Management Unit and Time Zone placement in views

Customer engagement

Notification topic for outbound message delivery failures
Customer-first callback option
Step-up authentication during web messaging sessions
Generic SIP station support in cloud media

Data, analytics, and reporting

Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

Agent desktop email user interface enhancements
Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

Resize images and tables in knowledge workbench articles

Data, analytics, and reporting

Enhanced queue activation panel with search and pagination in agent detail views

Customer engagement

Queue segmentation of canned responses
Work Automation performance views enhancements
Reconnect and reply to closed email
Skills-based dialing in Power and Predictive outbound campaigns
Granular campaign control permissions
Genesys Cloud CIDR expansion and firewall requirements

Data, analytics, and reporting

Real time alerts for out of adherence status

Self service and automation

Flexible text-to-speech (TTS) engine selection in Architect flows
Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation

Account management

Hourly interacting users billing option

Customer engagement

Highlight markdown support in web messaging

Data, analytics, and reporting

Introducing Architect Journey Flows for bot and digital bot flows
Introducing Architect Journey Flows for inbound and secure call flows
Improved native voice transcription accuracy for Portuguese

Self service and automation

Select multiple segments in knowledge article variations
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Introducing Architect Replay Mode
Advanced Architect execution data capabilities for all flows

Workforce engagement

Improved navigation between published schedules in the workforce management schedule editor

Customer engagement

Limit agent actions during co-browse sessions

Data, analytics, and reporting

Trigger alerts based on the number of agents currently in queue
Create in-app toast notification alert rule.
Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
Architect supported languages user interface enhancements
Collapsible card interface in Architect actions

Workforce engagement

Improved native voice transcription accuracy for Dutch

Data, analytics, and reporting

View speech and text analytics data for a year at a time

Customer engagement

Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

HELD (HTTP Enabled Location Delivery) for E911 Location Information
Introducing the Nuance Recognizer as a Service integration

Workforce engagement

Interaction recording download tracking in audit trail

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

Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

Email notifications for expiring and expired scheduled exports

Self service and automation

Enhanced AudioHook Monitor configuration and migration process
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

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 empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.