Genesys Cloud FedRAMP region - interaction and screen recording tag

List of the Genesys Cloud FedRAMP region release notes that include the interaction and screen recording release notes tag.

Employee productivity

Multi contextual panels
Introducing Genesys Agent Copilot
New email send permissions control

Customer engagement

Time-based conditions in call rule sets

Data, analytics, and reporting

Program and Detected Category filters and columns in Content Search view

Open platform

Script selection from in the Workitem Panel in Panel Manager

Self service and automation

Introducing Genesys Cloud Virtual Agent

Workforce engagement

Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning
Deprecation: Predictive Engagement support for ACD Web Chat 2.0

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

Account management

Division assignment for external contacts and external organizations

Customer engagement

Next Contact Avoidance (NCA) in predictive routing

Data, analytics, and reporting

Save static interaction lists in Content Search
Dedicated API endpoints for schema metadata retrieval

Open platform

Configurable timeout for data actions

Workforce engagement

Enable audio selection with screen recordings in playback

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

Employee productivity

Multi contextual panels

Account management

User settings page displays the last login date and time
Identify unused roles and permissions in the Admin UI

Data, analytics, and reporting

Journey management with Funnel analysis
Purchase Speech and Text Analytics as a standalone product
Turn customer sentiment analysis on or off

Open platform

Division-aware permissions and APIs for external contacts

Workforce engagement

Increase screen recording duration for after-call work
Set scheduling constraints for calendar months
Recording bulk action API improvement for aged recording management

Customer engagement

Preserve routing information for callbacks and voicemails
Define rule conditions based on workitem dates
Updated agent canned responses panel
Bulk workitem addition via API

Data, analytics, and reporting

Edit and rerun scheduled exports
Share dashboards with work teams and individuals
Agent performance reports for inactive and deleted users
Improved native voice transcription accuracy for French
Normalization of Digits in German for Low Latency transcription.

Employee productivity

Enable emoji reactions in Collaborate chat including desktop users

Open platform

Division-aware permissions and APIs for external contacts

Workforce engagement

Improved search and filters for screen recorded interactions

Data, analytics, and reporting

View speech and text analytics data for a year at a time

Customer engagement

Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

HELD (HTTP Enabled Location Delivery) for E911 Location Information
Introducing the Nuance Recognizer as a Service integration

Workforce engagement

Interaction recording download tracking in audit trail

Improved Genesys Cloud announcements

Data, analytics, and reporting

Analytics API enhanced capabilities

Customer engagement

Canned Responses user interface enhancements

Self service and automation

Evaluate schedule groups in Architect bots and digital bots before ACD transfer
Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

Manage Active Screen Recordings

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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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.