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.

Account management

  • Custom inbound data filtering rules for digital channels
  • Login banner added to Genesys Cloud login screen

Customer engagement

  • External contacts profile panel refresh
  • Interactive WhatsApp templates with images and dynamic call-to-action buttons

Self service and automation

  • Content based search for knowledge articles

Workforce engagement

  • Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

  • Deprecation: Legacy ACD web chat (version 1)
  • Deprecation: Legacy co-browse and screenshare

View details

Customer engagement

  • Define ring membership by queue
  • Division-based Schedule view
  • Bulk workitem termination

Data, analytics, and reporting

  • Improved Content Search view
  • Topic miner Dutch language support

Workforce engagement

  • Workforce management activity smoothing and schedule variability

View details

Account management

  • Control scripts access based on division membership

Customer engagement

  • Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

  • Native voice transcription support for Swiss German
  • Improved native voice transcription accuracy for Spanish

Employee productivity

  • View time-off balances from an external HR system on Genesys Tempo

Open platform

  • Supporting links for operational event details

Self service and automation

  • Track and optimize flow size with enhanced insights

Workforce engagement

  • Improved workforce management schedule editor agent filter and sort
  • Workforce management weekly staffing requirements with ABM forecasts
  • Improved deferred workload prediction algorithm

Deprecations and announcements

  • Deprecation: Legacy alerting system

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning

View details

Account management

  • Audit Viewer granular detail of role changes

Customer engagement

  • View Mobile Journey Tracking for enhanced agent insights
  • Web messaging Hungarian, Ukrainian, and Vietnamese support

Employee productivity

  • Preview active emails in queue and parked emails
  • Collaborate chat hyperlink ability

View details

Customer engagement

  • Enable UUI retrieval from outbound call responses

Employee productivity

  • Improved agent messaging interface
  • Keyboard support for DTMF input in embedded framework

Open platform

  • Genesys Cloud Voice number management UI improvements

View details

Customer engagement

  • Work items custom panel support
  • Introducing Architect workitem flows for enhanced work automation
  • Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

  • Enhanced interaction visibility in agent status widget
  • Sentiment and agent empathy analysis for Swiss German language

Open platform

  • Genesys Cloud Voice now available in FedRAMP region (USE2)
  • Additional conversation events for the Operational Console

Self service and automation

  • Architect toolbox search option
  • Knowledge workbench connectors for Salesforce and ServiceNow

Deprecations

  • Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

View details

Account management

  • Simplified customer firewall requirements

Customer engagement

  • Active callback columns for performance views

Data, analytics, and reporting

  • Journey flows tab in Architect for outbound call, inbound email and message flows
  • Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

  • Multi contextual panels

Open platform

  • Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

  • Drag and drop in Architect builders

Workforce engagement

  • Workforce management read-only continuous forecasting

View details

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

View details

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

View details

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

View details

Data, analytics, and reporting

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

View details

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

View details