Genesys Cloud FedRAMP region - e-mail tag
List of the Genesys Cloud FedRAMP region release notes that include the e-mail release notes tag.
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
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
Employee productivity
- Multi contextual panels
- Improved agent email address handling
Customer engagement
- External source for open messaging identity resolution in the UI
- Detailed counts of digital messaging activity
- Microsoft Graph for email integration
Data, analytics, and reporting
- Normalization of Digits in French for Low Latency transcription.
- Division support for external contacts bulk import
- Agent Activity performance dashboard widget filter and sort agents based on conversation activity
Self service and automation
- Advanced knowledge handling in bot flows
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
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
Customer engagement
- Client Credential Flow (CCF) authentication support for SMTP integrations
- Support for multiple external email participants
Data, analytics, and reporting
- Improved native voice transcription accuracy for Japanese
- Improved accuracy of Irish street names in English native voice transcription
Employee productivity
- Enhancement of inactivity timeout in embedded clients
Open platform
- Update agent preferred name via public API
Workforce engagement
- Support for disputed evaluations on gamification metrics scorecards
- Suppress recording when a call is on hold
Account management
- Assign divisions to secondary statuses
- Multi-factor authentication (MFA) for Genesys Cloud
- Division-aware configuration objects default to all divisions
Customer engagement
- Improved digital agent-to-agent transfer
Data, analytics and reporting
- New speech and text analytics permissions
- Open interactions in a new Analytics workspace tab
- Agent empathy analysis API for English transcripts
- View daily agent login and logout activity for multiple agents
Self service and automation
- Triggers UI improvements
- Architect data tables user interface updates
