Genesys Cloud FedRAMP region - speech and text analytics tag

List of the Genesys Cloud FedRAMP region release notes that include the speech and text analytics release notes tag.

Employee productivity

Streamlined navigation and information architecture update
Improved scripting accessibility tools

Customer engagement

Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

Analyze segment and web outcome events in Journey Management
Administrators can now search content from HTML emails

Self service and automation

Preview guides for virtual agents in AI Studio
Configure virtual agents to generate answers from multiple sources

Workforce engagement

Workforce management block scheduling
Adherence and activity code mapping enhancements

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

Employee productivity

New unified navigation experience coming to Genesys Cloud
Summary engagement insights on the Agent Copilot dashboard

Account management

Manage user hire dates with SCIM APIs
Refreshed integrations management interface

Customer engagement

Configure up to 100 OpenID integrations for authenticated web messaging
Voice note support for WhatsApp conversations
Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

Enhanced longest waiting and longest interacting metrics
Duplicate an event card in Journey Management
Review transcripts faster in interaction details

Open platform

Updated Genesys Cloud desktop app icons

Workforce engagement

Default answers for evaluation forms

Customer engagement

Introducing email campaigns
API for phone numbers update in scheduled callbacks

Data, analytics, and reporting

Custom calculations in performance views
AI summaries for the agent side of a conversation

Open platform

Audio Connector integration in Architect secure call flows

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
Agent script enhancements
Alert volume while on call setting available in main application

Account management

SSO integrations management via SAML Metadata files
Updated Genesys branding on login pages
OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

Journey Management now displays estimated analysis completion time via in-app notifications
Column reordering within column picker in Analytics Performance views

Self service and automation

Transfer options for Architect voice and digital bot flows

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
Agent Copilot summary API metrics and edited summaries
Fax interface update

Customer engagement

Retention of library selection in the Canned Responses Admin page
Updated pricing for social direct messages, SMS, and agentless outbound email
Enhanced email administration user interface
Configurable X integration sizes and new entry size
Send and receive media through X (formerly Twitter) channel
Genesys Cloud for X (Twitter) Direct Messaging integration

Data, analytics, and reporting

AI Insights at a glance
New digital response time and engagement metrics
On demand voice and digital transcript translation

Workforce engagement

Multiple answer selection in evaluation form questions

Deprecations

Deprecation: Workforce management historical data delete job API endpoints

Employee productivity

Multi contextual panels

Customer engagement

Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

Enhanced Performance dashboards with real-time agent status counts by work team
AI insights about reasons for customer sentiment

Employee productivity

Multi contextual panels
Collaborate and Communicate Mobile access for FedRAMP organizations
Enable real-time queue and agent monitoring with customizable notifications on Android
Insights app for iOS
Configure chat message editing time limits

Customer engagement

Character counter in canned responses editor

Data, analytics, and reporting

View phrase usage in Topic Editor

Open platform

Custom node.js code as part of a data action

Self service and automation

Introducing the Webhook for Events integration

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

Employee productivity

Multi contextual panels

Customer engagement

Quick replies, cards, and carousels for open messaging

Data, analytics, and reporting

Track and manage billing for Supervisor Copilot AI features
Improved event list organization for enhanced journey building
Event card editing and visualization in journey canvas

Self service and automation

Enhanced recognition failure handling in Architect digital bot flows
BYOC Cloud TLS X.509 certificates

Workforce engagement

Shift trades across weeks within schedule to improve agent flexibility
Find Agent Search field in gamification profiles

1 2 3 … 7 Next »

Contact

Solution

Company

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.