Genesys Cloud FedRAMP region - callbacks tag

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

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

Customer engagement

Preserve routing information for callbacks and voicemails
Define rule conditions based on workitem dates
Updated agent canned responses panel
Bulk workitem addition via API

Data, analytics, and reporting

Edit and rerun scheduled exports
Share dashboards with work teams and individuals
Agent performance reports for inactive and deleted users
Improved native voice transcription accuracy for French
Normalization of Digits in German for Low Latency transcription.

Employee productivity

Enable emoji reactions in Collaborate chat including desktop users

Open platform

Division-aware permissions and APIs for external contacts

Workforce engagement

Improved search and filters for screen recorded interactions

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

Customer engagement

Improved on-demand Messenger launcher visibility
Active Total Callback column in Performance views
Message routing admin page user interface enhancements

Data, analytics, and reporting

Improved native voice transcription accuracy for Dutch
Topic miner queue selection increase

Resource center

Genesys Cloud release notes enhancements

Customer engagement

In-queue and scheduled callback automation
External contact management user interface refresh
Increased support for non-E.164 format phone numbers in Single Customer View
Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

Topic miner French language support
Mine for new trending topics in email interactions
Sentiment Analytics data in Agent/Queue/Flow Topic views
Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
Agent, Queue, and Flow topics summary view enhancements
Content search enhancements
Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Employee productivity

Real-time monitoring for web messaging channels

Workforce engagement

Screen recording available in Genesys Cloud CX 1 license
Performance insights view
Bulk archive recordings through recording bulk action API
Quality evaluation scores now available as a gamification metric

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.