Genesys Cloud FedRAMP region - speech and text analytics tag

Employee productivity

• Multi contextual panels

Account management

• Introducing the Genesys Cloud CX 4 license

Customer engagement

• Access workbin and worktype names in task management events

Data, analytics, and reporting

• Bulk Export API to export external contacts and related data 
• View average sentiment score across performance views

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

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Employee productivity

• Multi contextual panels
• Improved agent email address handling

Customer engagement

• External source for open messaging identity resolution in the UI
• Detailed counts of digital messaging activity
• Microsoft Graph for email integration

Data, analytics, and reporting

• Normalization of Digits in French for Low Latency transcription.
• Division support for external contacts bulk import
• Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

• Advanced knowledge handling in bot flows

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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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Employee productivity

• Multi contextual panels
• Improved accessibility in Tempo
• View possible shifts in the Genesys Tempo mobile app
• Notes panel improvements
• Wrap Up panel usability improvements 

Data, analytics, and reporting

• Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Workforce engagement

• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

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Employee productivity

• Multi contextual panels

Account management

• Control wrap-up code access within divisions

Customer engagement

• Work Automation List view OR queries

Data, analytics, and reporting

• Sensitive data masking support for English chat and messaging transcripts

Open platform

• Ukrainian language support

Deprecation

• Deprecation: Documents UI Audit tab 
• Deprecation: Auto answer pop-up toast

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Employee productivity

• Multi contextual panels

Customer engagement

• Support for open messaging in Single Customer view

Data, analytics, and reporting

• Support sentiment and empathy analysis for Hindi (Hi-IN)
• Date range and complete transfer type support for Journey Flows in Architect

Workforce engagement

• Genesys Cloud updated built-in learning modules

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Employee productivity

• Multi contextual panels

Account management

• User settings page displays the last login date and time
• Identify unused roles and permissions in the Admin UI

Data, analytics, and reporting

• Journey management with Funnel analysis
• Purchase Speech and Text Analytics as a standalone product
• Turn customer sentiment analysis on or off

Open platform

• Division-aware permissions and APIs for external contacts

Workforce engagement

• Increase screen recording duration for after-call work
• Set scheduling constraints for calendar months
• Recording bulk action API improvement for aged recording management

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Employee productivity

• Multi contextual panels
• Notes panel improvements
• Wrap Up panel usability improvements 
• Display external contact names in call history and voicemail inbox
• Enable message pinning in Collaborate chat

Account management

• User settings page displays the last login date and time
• Voice transcription combined offer
• Simplified license usage logic

Data, analytics, and reporting

• Native voice transcription support for Hebrew

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

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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

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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

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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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