Genesys Cloud FedRAMP region - agent copilot tag

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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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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Customer engagement

• Architect post-call actions in voice calls
• Improved agent utilization for digital transfers
• Co-browse for web messaging
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Messenger co-browse toolbar improvements
• Co-browse supports multiple iframes
• Co-browse for web messaging read-only fields and buttons

Employee productivity

• Conversation summarization with Genesys Agent Assist for Voice
• Public APIs for Collaborate chat room management and chat messages

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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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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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