Genesys Cloud FedRAMP region - e-mail tag

List of the Genesys Cloud FedRAMP region release notes that include the e-mail release notes 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

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

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.