Genesys Cloud FedRAMP region - agent copilot tag

List of the Genesys Cloud FedRAMP region release notes that include the agent copilot release notes tag.

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Customer engagement

  • WhatsApp outbound campaign schedules
  • Profile panel support for workitems
  • Conditional group activation based on real-time metrics

Data, analytics, and reporting

  • Improved native voice transcription for English

Open platform

  • Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

  • Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

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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
  • Agent Copilot summary API metrics and edited summaries
  • Fax interface update

Customer engagement

  • Retention of library selection in the Canned Responses Admin page
  • Updated pricing for social direct messages, SMS, and agentless outbound email
  • Enhanced email administration user interface
  • Configurable X integration sizes and new entry size
  • Send and receive media through X (formerly Twitter) channel
  • Genesys Cloud for X (Twitter) Direct Messaging integration

Data, analytics, and reporting

  • AI Insights at a glance
  • New digital response time and engagement metrics
  • On demand voice and digital transcript translation

Workforce engagement

  • Multiple answer selection in evaluation form questions

Deprecations

  • Deprecation: Workforce management historical data delete job API endpoints

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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

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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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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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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