Genesys Cloud FedRAMP region - gamification and performance management tag

List of the Genesys Cloud FedRAMP region release notes that include the gamification and performance management release notes tag.

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

Customer engagement

Introducing the Queue routing performance view
Web tracking API public endpoint

Data, analytics, and reporting

Improved native voice transcription accuracy for Arabic dialects

Workforce engagement

Enhanced employee recognition for improved engagement
Workforce Engagement Management (WEM) activity view in external web environments

Deprecations

Deprecation: Predictive Engagement support for ACD Web Chat 2.0

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

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

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

1 2 Next »

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.