Genesys Cloud FedRAMP region - third-party desktop (embeddable framework) tag

Employee productivity

• Streamlined navigation and information architecture update
• Mute individual Collaborate chat threads on iOS and Android
• Display checklists through Agent Copilot during interactions
• AI-generated answers for auto-suggested articles on Agent Copilot
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Domain allow list for emails
• Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
• Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects

Account management

• API responses no longer include OAuth client secret
• Genesys Tempo enabled by default with allowed IP addresses feature
• SAML assertion decryption support for single sign-on integrations

Customer engagement

• Customer first callback support in outbound campaigns
• Use custom SMTP servers for email campaigns and agentless email
• Group ID for subsequent participant segments in group call activity
• Support for authenticated web messaging in single customer view

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

• Create AI Guides from uploaded process documents
• Voice processing prompt for Agentic Virtual Agents
• AI Guides model enhancements

Deprecations and announcements

• Deprecation: Token Implicit Grant for OAuth clients

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Employee productivity

• Multi contextual panels
• Conversation details for agents
• Prevent agents from staying on queue without a selected station

Account management

• Attribute-based access control

Customer engagement

• Introducing outbound WhatsApp campaigns support

Data, analytics, and reporting

• Analytics agent activity API filter and sort agents based on conversation activity
• Agent Timeline Detail view
• Retrieve Estimated Wait Time (EWT) by label
• Interactive charts for journey analysis
• Filter customer journey data using numbers
• Journey Management date range configuration
• Improved attribute lists view for Journey Management events
• Journey Management filter and display options
• Insert a new event between two existing events in Journey Management
• Complex journeys persist in post calculation sequenced path order on Journey Management

Workforce engagement

• Add or remove individuals from automatic development and feedback modules assignment
• Gamification Contests

Self service and automation

• Query jobs API typeId as a primary filter and increased filter limits

Deprecations

• Deprecation: Amazon Lex V1 bot integration

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Customer engagement

• Enable UUI retrieval from outbound call responses

Employee productivity

• Improved agent messaging interface
• Keyboard support for DTMF input in embedded framework

Open platform

• Genesys Cloud Voice number management UI improvements

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Account management

• Simplified customer firewall requirements

Customer engagement

• Active callback columns for performance views

Data, analytics, and reporting

• Journey flows tab in Architect for outbound call, inbound email and message flows
• Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

• Multi contextual panels

Open platform

• Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

• Drag and drop in Architect builders

Workforce engagement

• Workforce management read-only continuous forecasting

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Data, analytics, and reporting

• Export panel enhancements
• Dynamic time zone settings in workspaces and views
• Analytics views column picker improvements
• Improved interval granularity for ad-hoc exports
• Introducing digital performance monitoring views

Employee productivity

• Utilization labels for Click to Dial API

Workforce engagement

• Genesys Cloud Workforce Management work plan bidding

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Data, analytics, and reporting

• Analytics data masking options
• Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
• Improved sentiment analysis for French and Spanish languages
• Agent empathy analysis

Employee productivity

• Headset call control buttons in embedded clients

Self service and automation

• Intent health in Architect bot flows and digital bot flows

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Customer engagement

• Architect post-call actions in voice calls
• Improved agent utilization for digital transfers
• Co-browse for web messaging
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Messenger co-browse toolbar improvements
• Co-browse supports multiple iframes
• Co-browse for web messaging read-only fields and buttons

Employee productivity

• Conversation summarization with Genesys Agent Assist for Voice
• Public APIs for Collaborate chat room management and chat messages

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