Genesys Cloud FedRAMP region - knowledge management tag

List of the Genesys Cloud FedRAMP region release notes that include the knowledge management release notes tag.

Customer engagement

Enable UUI retrieval from outbound call responses

Employee productivity

Improved agent messaging interface
Keyboard support for DTMF input in embedded framework

Open platform

Genesys Cloud Voice number management UI improvements

Customer engagement

Work items custom panel support
Introducing Architect workitem flows for enhanced work automation
Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

Enhanced interaction visibility in agent status widget
Sentiment and agent empathy analysis for Swiss German language

Open platform

Genesys Cloud Voice now available in FedRAMP region (USE2)
Additional conversation events for the Operational Console

Self service and automation

Architect toolbox search option
Knowledge workbench connectors for Salesforce and ServiceNow

Deprecations

Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

Account management

Simplified customer firewall requirements

Customer engagement

Active callback columns for performance views

Data, analytics, and reporting

Journey flows tab in Architect for outbound call, inbound email and message flows
Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

Multi contextual panels

Open platform

Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

Drag and drop in Architect builders

Workforce engagement

Workforce management read-only continuous forecasting

Customer engagement

Notification topic for outbound message delivery failures
Customer-first callback option
Step-up authentication during web messaging sessions
Generic SIP station support in cloud media

Data, analytics, and reporting

Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

Agent desktop email user interface enhancements
Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

Resize images and tables in knowledge workbench articles

Data, analytics, and reporting

Enhanced queue activation panel with search and pagination in agent detail views

Account management

Hourly interacting users billing option

Customer engagement

Highlight markdown support in web messaging

Data, analytics, and reporting

Introducing Architect Journey Flows for bot and digital bot flows
Introducing Architect Journey Flows for inbound and secure call flows
Improved native voice transcription accuracy for Portuguese

Self service and automation

Select multiple segments in knowledge article variations
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Introducing Architect Replay Mode
Advanced Architect execution data capabilities for all flows

Workforce engagement

Improved navigation between published schedules in the workforce management schedule editor

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

Customer engagement

Auto-answer functionality for agents in preview campaigns
Dynamic edge resource utilization for automated outbound dialing

Employee productivity

Genesys Agent Assist summarization Spanish support (preview)

Self service and automation

Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
Architect data tables user interface updates

Workforce engagement

Insights visual charting for supervisors

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

Self service and automation

Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Customer engagement

Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

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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.