Genesys Cloud FedRAMP region - outbound campaigns and dialer tag

List of the Genesys Cloud FedRAMP region release notes that include the outbound campaigns and dialer release notes tag.
Genesys Cloud FedRAMP region – June 17, 2024

Customer engagement

  • Automatically save wrap-up codes for improved call handling
  • Enhanced dynamic filtering for real-time adjustments in campaigns
  • Expanded campaign rule actions for enhanced automation

Data, analytics, and reporting

  • Alerting improvements
  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Enhanced dictionary management

Employee productivity

  • Enhanced privacy controls for ad hoc recordings
  • Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

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Genesys Cloud FedRAMP region – May 20, 2024

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

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Genesys Cloud FedRAMP region – May 13, 2024

Customer engagement

  • View and edit imported data via the user interface in the Contact List editor

Self service and automation

  • Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

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Genesys Cloud FedRAMP region – March 18, 2024

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

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Genesys Cloud FedRAMP region – March 11, 2024

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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Genesys Cloud FedRAMP region – March 4, 2024

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 Cloud FedRAMP region – February 14, 2024

Customer engagement

  • Enhanced pacing control in dialing campaigns
  • Enhanced external contacts data access control for agents

Data, analytics and reporting

  • Improved native voice transcription accuracy for Spanish

Workforce engagement

  • APIs to integrate external learning modules

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Genesys Cloud FedRAMP region – January 17, 2024

Customer engagement

  • Advanced input file pre-processing
  • Additional file format support for contact lists
  • Messenger support for Estonian, Latvian, and Lithuanian

Data, analytics and reporting

  • Sensitive data masking French and Italian language support
  • Analytics user interface enhancements
  • Introducing external contacts and external organizations filters and columns in performance views

Open platform

  • Portuguese language support

Workforce engagement

  • Workforce management navigation menu grouping
  • Staffing requirements and performance metrics in the Schedules screen

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Genesys Cloud FedRAMP region – December 13, 2023

Customer engagement

  • Outbound dialing contact list builder
  • Mobile customer journey tracking
  • Mobile app event orchestration

Data, analytics and reporting

  • Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support

Workforce engagement

  • Average Talk Time gamification metric
  • Learning modules with rich text format
  • Supervisor insights improvements

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