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.

Customer engagement

Append outbound campaign performance statistics to the Campaign Performance view
Authenticated session duration for secure mobile sign-ins
Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

Category aggregate data in analytics metrics
Trigger process automation based on topics, sentiment, or empathy

Employee productivity

Links to Genesys Cloud group chat room video sessions

Workforce engagement

Configure GCBA with Microsoft Edge native messaging

Deprecations

Deprecation: agent assistance

Employee productivity

Multi contextual panels
Call history enhancements for group calls

Customer engagement

Improved keyword precision for SMS
Support for mobile push notifications for unread message alerts
Assign segments to external contacts for up to 30 Days
Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support

Data, analytics, and reporting

Interaction category creation support for Korean and Japanese languages
Programs, topics, and phrases support for Korean and Japanese languages

Open platform

Configure alerts for Operational Console events

Self service and automation

Knowledge bases with content search available in Architect bot flows and digital bot flows

Workforce engagement

Schedule coaching and learning sessions with greater flexibility

Employee productivity

Multi contextual panels
Segment filtering suppression on knowledge articles for Agent Copilot
Improved Collaborate chat read and unread message sync

Customer engagement

Increased DTMF input limit in Architect flows
Outbound division-aware campaign schedules
WhatsApp outbound campaigns pre- and post-contact triggers
Outbound power and predictive campaigns sort by priority in skills-based dialing

Data, analytics, and reporting

Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

Workforce management shift trades external activities support
AI scoring for evaluations

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

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

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

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

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

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

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

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

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

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 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.