Genesys Cloud FedRAMP region - routing tag

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

Account management

Counted limits monitoring and alerts
WebRTC Media Helper enabled by default with allowed IP addresses feature

Customer engagement

Prerequisites in expandable section of Resource Center articles
Interaction routing based on predictive scores
Genesys Cloud CIDR expansion and firewall requirements

Data, analytics, and reporting

Dashboard Owners page
Increase quality management topic limit to 5000 on request

Open platform

API for platform limit event alert

Workforce engagement

Screen recording playback UI modernization
Improved customer sentiment and agent empathy analysis for English dialects

Data, analytics, and reporting

Improved summary row display in analytics performance views

Customer engagement

Enhanced search capability within skill expression groups
Skill expression groups
New search endpoint
Success, Neutral and Failure classifications in wrap up code mappings

Employee productivity

Configurable voicemail forwarding for presence states

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

Customer engagement

Introducing the Queue routing performance view
Web tracking API public endpoint

Data, analytics, and reporting

Improved native voice transcription accuracy for Arabic dialects

Workforce engagement

Enhanced employee recognition for improved engagement
Workforce Engagement Management (WEM) activity view in external web environments

Deprecations

Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Data, analytics, and reporting

Real-time alerting based on agent’s after call work duration
Real-time alerting for waiting interactions
Configure rules for any user within a work team
Topic miner German, Italian, and Portuguese language support

Open platform

Dynamic documentation and trigger enablement for the Operational Console
Enable automatic capture of console logs for troubleshooting

Workforce engagement

Trade alternative shifts for enhanced workforce management shift management

Deprecations

Deprecation: Legacy historical adherence query route

Platform

Japanese translation of the Export report

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

File attachments via supported content profile

Data, analytics, and reporting

Edit and rerun scheduled exports
Improved native voice transcription accuracy for Spanish dialects

Self service and automation

Introducing the Audio Connector integration
Improved flow size indicator in Architect

Data, analytics, and reporting

Improved native voice transcription accuracy for Portuguese dialects

Workforce engagement

Change forecast associated with a schedule
Leaderboard view disabled for organizations with disabled gamification

Data, analytics, and reporting

Architect Flow Insights toggle for bot and digital bot flows

Open platform

Audit Viewer alternate search parameters support

Workforce engagement

Inbound and outbound filter for gamification metrics

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

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.