Genesys Cloud FedRAMP region - Workforce engagement category

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

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

Customer engagement

• Web messaging French Canada, Greek, and Hindi support
• Outbound dialing campaign health indicator

Data, analytics, and reporting

• Improved voice offered metrics for customer first callbacks

Workforce engagement

• Updated Genesys Cloud built-in learning modules
• Improved workforce management deferred workload prediction algorithm

Deprecations

• Deprecation: Workforce management historical data delete job API endpoints

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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

Customer engagement

• Support for open messaging in Single Customer view

Data, analytics, and reporting

• Support sentiment and empathy analysis for Hindi (Hi-IN)
• Date range and complete transfer type support for Journey Flows in Architect

Workforce engagement

• Genesys Cloud updated built-in learning modules

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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

Account management

• User settings page displays the last login date and time
• Identify unused roles and permissions in the Admin UI

Data, analytics, and reporting

• Journey management with Funnel analysis
• Purchase Speech and Text Analytics as a standalone product
• Turn customer sentiment analysis on or off

Open platform

• Division-aware permissions and APIs for external contacts

Workforce engagement

• Increase screen recording duration for after-call work
• Set scheduling constraints for calendar months
• Recording bulk action API improvement for aged recording management

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