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.
Genesys Cloud FedRAMP region – June 2, 2025

Employee productivity

  • Multi contextual panels

Customer engagement

  • Sort by priority in skills-based dialing for Preview campaigns

Data, analytics, and reporting

  • Group Ring column and filter in Interaction views

Open platform

  • On Demand log capture for agents

Workforce engagement

  • Export agent summary data as PDF or CSV

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Genesys Cloud FedRAMP region – May 19, 2025

Employee productivity

  • Multi contextual panels

Customer engagement

  • Quick replies, cards, and carousels for open messaging

Data, analytics, and reporting

  • Track and manage billing for Supervisor Copilot AI features
  • Improved event list organization for enhanced journey building
  • Event card editing and visualization in journey canvas

Self service and automation

  • Enhanced recognition failure handling in Architect digital bot flows
  • BYOC Cloud TLS X.509 certificates

Workforce engagement

  • Shift trades across weeks within schedule to improve agent flexibility
  • Find Agent Search field in gamification profiles

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Genesys Cloud FedRAMP region – March 31, 2025

Employee productivity

  • Multi contextual panels
  • Conversation details for agents
  • Prevent agents from staying on queue without a selected station

Account management

  • Attribute-based access control

Customer engagement

  • Introducing outbound WhatsApp campaigns support

Data, analytics, and reporting

  • Analytics agent activity API filter and sort agents based on conversation activity
  • Agent Timeline Detail view
  • Retrieve Estimated Wait Time (EWT) by label
  • Interactive charts for journey analysis
  • Filter customer journey data using numbers
  • Journey Management date range configuration
  • Improved attribute lists view for Journey Management events
  • Journey Management filter and display options
  • Insert a new event between two existing events in Journey Management
  • Complex journeys persist in post calculation sequenced path order on Journey Management

Workforce engagement

  • Add or remove individuals from automatic development and feedback modules assignment
  • Gamification Contests

Self service and automation

  • Query jobs API typeId as a primary filter and increased filter limits

Deprecations

  • Deprecation: Amazon Lex V1 bot integration

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Genesys Cloud FedRAMP region – August 12, 2024

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

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Genesys Cloud FedRAMP region – July 15, 2024

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

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Genesys Cloud FedRAMP region – May 27, 2024

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

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Genesys Cloud FedRAMP region – April 1, 2024

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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Genesys Cloud FedRAMP region – December 6, 2023

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

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