Genesys Cloud FedRAMP region - content management tag
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
Customer engagement
- Auto-termination for closed workitem statuses
- Outbound open messaging on behalf of a queue
- Extended after call work timeout
- Introducing Work Automation
Workforce engagement
- External metrics for performance scorecards
- Activity plans for optimal workforce management scheduling
Data, analytics, and reporting
- Export panel enhancements
- Dynamic time zone settings in workspaces and views
- Analytics views column picker improvements
- Improved interval granularity for ad-hoc exports
- Introducing digital performance monitoring views
Employee productivity
- Utilization labels for Click to Dial API
Workforce engagement
- Genesys Cloud Workforce Management work plan bidding
Account management
- View all groups permission
Data, analytics, and reporting
- Interaction categories for interaction analysis
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
- File attachments via supported content profile
- Re-use SMTP connections in outbound email
Employee productivity
- Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support
Open platform
- Leveraging Digicert as the certificate authority in the mTLS process
Self service and automation
- Updated analytics event for top viewed articles in the Knowledge Performance dashboard
Workforce engagement
- Supervisor WEM dashboard
- Workforce management Explanations desktop feature
- Genesys Tempo for workforce management schedules
- Improved Genesys Cloud announcements
Data, analytics, and reporting
- Analytics API enhanced capabilities
Customer engagement
- Canned Responses user interface enhancements
Self service and automation
- Evaluate schedule groups in Architect bots and digital bots before ACD transfer
- Control knowledge behavior from start to finish in Architect digital bot flows
Workforce engagement
- Manage Active Screen Recordings
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