Genesys Cloud FedRAMP region - routing tag

Employee productivity

• Streamlined Navigation and Information Architecture Update

Customer engagement

• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Topic miner Korean and Japanese language support

Self service and automation

• Transcription and storage of caller’s final voice input
• Content-based search for knowledge base articles in Norwegian, Danish and Finnish
• Swiss German language support in Architect

Workforce engagement

• Enhancements to visual components in the interaction details page

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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

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

Account management

• Division assignment for external contacts and external organizations

Customer engagement

• Next Contact Avoidance (NCA) in predictive routing

Data, analytics, and reporting

• Save static interaction lists in Content Search
• Dedicated API endpoints for schema metadata retrieval

Open platform

• Configurable timeout for data actions

Workforce engagement

• Enable audio selection with screen recordings in playback

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Customer engagement

• Define ring membership by queue
• Division-based Schedule view
• Bulk workitem termination

Data, analytics, and reporting

• Improved Content Search view
• Topic miner Dutch language support

Workforce engagement

• Workforce management activity smoothing and schedule variability

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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

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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

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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

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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

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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

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• 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

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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

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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

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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

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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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