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.
Genesys Cloud FedRAMP region – July 1, 2024

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

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Genesys Cloud FedRAMP region – June 24, 2024

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

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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 – June 3, 2024

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

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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 – May 20, 2024

Customer engagement

  • Auto-answer functionality for agents in preview campaigns
  • Dynamic edge resource utilization for automated outbound dialing

Employee productivity

  • Genesys Agent Assist summarization Spanish support (preview)

Self service and automation

  • Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
  • Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
  • Architect data tables user interface updates

Workforce engagement

  • Insights visual charting for supervisors

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Genesys Cloud FedRAMP region – May 13, 2024

Customer engagement

  • View and edit imported data via the user interface in the Contact List editor

Self service and automation

  • Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

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Genesys Cloud FedRAMP region – May 6, 2024

  • Improved Genesys Cloud announcements

Data, analytics, and reporting

  • Analytics API enhanced capabilities

Customer engagement

  • Canned Responses user interface enhancements

Self service and automation

  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer
  • Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

  • Manage Active Screen Recordings

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Genesys Cloud FedRAMP region – April 29, 2024

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Korean dialect

Employee productivity

  • Genesys Agent Assist summarization moved to the ACW pane

Self service and automation

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

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Genesys Cloud FedRAMP region – April 22, 2024

Data, analytics, and reporting

  • Analytics data masking options
  • Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
  • Improved sentiment analysis for French and Spanish languages
  • Agent empathy analysis

Employee productivity

  • Headset call control buttons in embedded clients

Self service and automation

  • Intent health in Architect bot flows and digital bot flows

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Genesys Cloud FedRAMP region – April 8, 2024

Customer engagement

  • File attachments via supported content profile

Data, analytics, and reporting

  • Edit and rerun scheduled exports
  • Improved native voice transcription accuracy for Spanish dialects

Self service and automation

  • Introducing the Audio Connector integration
  • Improved flow size indicator in Architect

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Genesys Cloud FedRAMP region – March 18, 2024

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
  • Knowledge portal refreshed article search results
  • Historical execution data for Architect bot flows and digital bot flows

Employee productivity

  • Genesys Agent Assist knowledge article feedback
  • Introducing Agent Assist

Customer engagement

  • Enable and disable email threading
  • Outbound digital campaigns event triggers for post-contact interactions

Data, analytics, and reporting

  • Support for capitalization and punctuation in native voice transcription for English transcripts

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Genesys Cloud FedRAMP region – March 11, 2024

Employee productivity

  • Remove users from Collaborate chat rooms

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Italian

Customer engagement

  • Skills-based dialing for Preview and Progressive campaigns
  • Refreshed Predictive Engagement user interface
  • Configure labels to manage interactions
  • Maximum number of calls per agent set at the campaign level

Self service and automation

  • Genesys Dialog Engine Bot Flows in Architect
  • Genesys Dialog Engine Digital Bot Flows in Architect

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