Genesys Cloud FedRAMP region - speech and text analytics tag

Customer engagement

• Preserve routing information for callbacks and voicemails
• Define rule conditions based on workitem dates
• Updated agent canned responses panel
• Bulk workitem addition via API

Data, analytics, and reporting

• Edit and rerun scheduled exports
• Share dashboards with work teams and individuals
• Agent performance reports for inactive and deleted users
• Improved native voice transcription accuracy for French
• Normalization of Digits in German for Low Latency transcription.

Employee productivity

• Enable emoji reactions in Collaborate chat including desktop users

Open platform

• Division-aware permissions and APIs for external contacts

Workforce engagement

• Improved search and filters for screen recorded interactions

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Customer engagement

• SMS and E-mail campaign automation using campaign rules

Data, analytics, and reporting

• Hindi programs, topics, and phrases support

Employee productivity

• Add descriptions to collaborate chat rooms

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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

• Control scripts access based on division membership

Customer engagement

• Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

• Native voice transcription support for Swiss German
• Improved native voice transcription accuracy for Spanish

Employee productivity

• View time-off balances from an external HR system on Genesys Tempo

Open platform

• Supporting links for operational event details

Self service and automation

• Track and optimize flow size with enhanced insights

Workforce engagement

• Improved workforce management schedule editor agent filter and sort
• Workforce management weekly staffing requirements with ABM forecasts
• Improved deferred workload prediction algorithm

Deprecations and announcements

• Deprecation: Legacy alerting system

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

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Customer engagement

• Work items custom panel support
• Introducing Architect workitem flows for enhanced work automation
• Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

• Enhanced interaction visibility in agent status widget
• Sentiment and agent empathy analysis for Swiss German language

Open platform

• Genesys Cloud Voice now available in FedRAMP region (USE2)
• Additional conversation events for the Operational Console

Self service and automation

• Architect toolbox search option
• Knowledge workbench connectors for Salesforce and ServiceNow

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

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Account management

• Improved Genesys Cloud storage cost calculator

Customer engagement

• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

Data, analytics, and reporting

• Content Search lookback for words and phrases extended to 60 days
• Flow insights overlay for flow performance analysis

Employee productivity

• Disable WebRTC audio and alert notifications in the embedded client
• Suppress profile notifications
• Preferred device profiles

Self service and automation

• Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

• Enhanced agent and supervisor activity overview screen
• Workforce management notifications for process automation triggers
• Workforce management Business Unit/Management Unit and Time Zone placement in views

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Customer engagement

• Genesys Cloud CIDR expansion and firewall requirements completion
• Messenger session persistence
• Workitem query and filter improvements
• Enhanced workitems list view with column picker and advanced filtering
• Direct access to interaction details from the Customer Journey tab

Data, analytics, and reporting

• Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
• Real time data update indicators in analytics views
• View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

• Enhanced control over agent assistance access

Workforce engagement

• Workforce management per minute scheduling granularity

Deprecations

• Deprecation: Legacy alerting system

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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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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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Data, analytics, and reporting

• View speech and text analytics data for a year at a time

Customer engagement

• Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

• Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

• HELD (HTTP Enabled Location Delivery) for E911 Location Information
• Introducing the Nuance Recognizer as a Service integration

Workforce engagement

• Interaction recording download tracking in audit trail

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