Genesys Cloud FedRAMP region - Forecasting tag

Employee productivity

• Multi contextual panels

Customer engagement

• Web messaging French Canada, Greek, and Hindi support
• Outbound dialing campaign health indicator

Data, analytics, and reporting

• Improved voice offered metrics for customer first callbacks

Workforce engagement

• Updated Genesys Cloud built-in learning modules
• Improved workforce management deferred workload prediction algorithm

Deprecations

• Deprecation: Workforce management historical data delete job API endpoints

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Employee productivity

• Multi contextual panels
• Improved accessibility in Tempo
• View possible shifts in the Genesys Tempo mobile app
• Notes panel improvements
• Wrap Up panel usability improvements 

Data, analytics, and reporting

• Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Workforce engagement

• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

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Employee productivity

• Multi contextual panels

Customer engagement

• Support for open messaging in Single Customer view

Data, analytics, and reporting

• Support sentiment and empathy analysis for Hindi (Hi-IN)
• Date range and complete transfer type support for Journey Flows in Architect

Workforce engagement

• Genesys Cloud updated built-in learning modules

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Customer engagement

• Regex custom data filtering to protect sensitive information for co-browse
• Configure max calls per agent with decimal precision
• Recurring outbound campaign schedules
• Script support for workitems

Account management

• Customize inactivity timeout settings

Data, analytics, and reporting

• Topic miner Swiss German language support
• Configure performance dashboard widgets with work team and reports-to filters

Employee productivity

• Enhanced email input fields

Self service and automation

• Portuguese language support in Architect

Workforce engagement

• Workforce management historical data import improvement
• Assign coaching without workforce management scheduling
• Workforce management activity codes for coaching and learning

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Customer engagement

• SMS and E-mail campaign automation using campaign rules

Data, analytics, and reporting

• Hindi programs, topics, and phrases support

Employee productivity

• Add descriptions to collaborate chat rooms

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Account management

• Control scripts access based on division membership

Customer engagement

• Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

• Native voice transcription support for Swiss German
• Improved native voice transcription accuracy for Spanish

Employee productivity

• View time-off balances from an external HR system on Genesys Tempo

Open platform

• Supporting links for operational event details

Self service and automation

• Track and optimize flow size with enhanced insights

Workforce engagement

• Improved workforce management schedule editor agent filter and sort
• Workforce management weekly staffing requirements with ABM forecasts
• Improved deferred workload prediction algorithm

Deprecations and announcements

• Deprecation: Legacy alerting system

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

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Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese dialects

Workforce engagement

• Change forecast associated with a schedule
• Leaderboard view disabled for organizations with disabled gamification

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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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