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.

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Customer engagement

  • WhatsApp outbound campaign schedules
  • Profile panel support for workitems
  • Conditional group activation based on real-time metrics

Data, analytics, and reporting

  • Improved native voice transcription for English

Open platform

  • Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

  • Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

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Employee productivity

  • Multi contextual panels
  • Enable focus mode for agent apps
  • Improved Collaborate chat read and unread message sync
  • Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

  • Access and promote external contacts directly in Architect
  • Internal article linking within the knowledge base

Data, analytics, and reporting

  • Search transcript content up to 90 days back
  • Improved native voice transcription readability for Portuguese
  • Exclude existing topics and phrases from topic mining
  • Manage expiring and expired exports in the scheduled exports view
  • Recover deleted dashboards from summary and owner pages

Self service and automation

  • Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
  • Virtual Agent performance dashboard
  • New metrics for Architect bot and digital bot flows in the Optimization dashboard

Workforce engagement

  • Set limits on shift types and weekend work in schedules

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Employee productivity

  • Multi contextual panels

Account management

  • Enhanced Groups Profile configuration

Customer engagement

  • Enhance predictive routing accuracy with participant data
  • Sort contacts by priority in skills-based dialing for progressive campaigns
  • Sort contacts by priority for skills-based dialing in Preview campaigns
  • Workitems List view filter enhancements

Data, analytics, and reporting

  • Improved readability of native voice transcription in Spanish language transcripts

Open platform

  • New Genesys Cloud Voice phone number inventory report

Self service and automation

  • Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
  • Genesys Cloud Virtual Agent language support for Italian
  • Introducing Guides in AI Studio

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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

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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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Employee productivity

  • Multi contextual panels

Customer engagement

  • Web messaging French Canada, Greek, and Hindi support
  • Outbound dialing campaign health indicator

Data, analytics, and reporting

  • Improved voice offered metrics for customer first callbacks

Workforce engagement

  • Updated Genesys Cloud built-in learning modules
  • Improved workforce management deferred workload prediction algorithm

Deprecations

  • Deprecation: Workforce management historical data delete job API endpoints

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Account management

  • CX as Code support for Architect flows

Customer engagement

  • Add media to an Outbound SMS campaign
  • Set SMS Phone Number action type added to digital rules for outbound digital campaigns
  • Auto answer for voice interactions on queue settings
  • Auto answer for digital interactions

Data, analytics, and reporting

  • Filter and search conversations by acoustic metrics and wrap-up codes

Self service and automation

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

Workforce engagement

  • Reminders for agents about their next scheduled activity

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Customer engagement

  • Regex custom data filtering to protect sensitive information for co-browse
  • Configure max calls per agent with decimal precision
  • Recurring outbound campaign schedules
  • Script support for workitems

Account management

  • Customize inactivity timeout settings

Data, analytics, and reporting

  • Topic miner Swiss German language support
  • Configure performance dashboard widgets with work team and reports-to filters

Employee productivity

  • Enhanced email input fields

Self service and automation

  • Portuguese language support in Architect

Workforce engagement

  • Workforce management historical data import improvement
  • Assign coaching without workforce management scheduling
  • Workforce management activity codes for coaching and learning

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Customer engagement

  • Queue segmentation of canned responses
  • Work Automation performance views enhancements
  • Reconnect and reply to closed email
  • Skills-based dialing in Power and Predictive outbound campaigns
  • Granular campaign control permissions
  • Genesys Cloud CIDR expansion and firewall requirements 

Data, analytics, and reporting

  • Real time alerts for out of adherence status

Self service and automation

  • Flexible text-to-speech (TTS) engine selection in Architect flows
  • Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation

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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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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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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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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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