Genesys Cloud FedRAMP region - third-party digital channels tag

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

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Employee productivity

• Multi contextual panels
• Call forwarding enhancements with group search functionality

Account management

• Audit SAML authentications
• Increased SSO integrations allowance per identity provider

Customer engagement

• Enable or disable Last Agent Routing for digital conversations
• Messenger individual application provisioning and configuration redesign
• Introducing Genesys Cloud Social
• Genesys Cloud Open Messaging supports custom social network connectors
• Genesys Cloud Social support for Instagram
• WhatsApp’s per message pricing update

Workforce engagement

• Policy-based station-side call recording
• Evaluation data access via consolidated reporting views
• Extended workforce management time-off submission window and management unit fixed date settings
• Workforce management capacity planning

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

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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

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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

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Employee productivity

• Multi contextual panels

Account management

• Automatic role assignment for reactivated users

Customer engagement

• Email administration user interface enhancements
• Retry configuration for unsuccessful customer first callbacks

Self service and automation

• Content-based search for non-English knowledge base articles
• Architect help panel

Workforce engagement

• Enable audio selection with screen recordings in playback

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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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Account management

• Custom inbound data filtering rules for digital channels
• Login banner added to Genesys Cloud login screen

Customer engagement

• External contacts profile panel refresh
• Interactive WhatsApp templates with images and dynamic call-to-action buttons

Self service and automation

• Content based search for knowledge articles

Workforce engagement

• Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

• Deprecation: Legacy ACD web chat (version 1)
• Deprecation: Legacy co-browse and screenshare

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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

• Quick replies, cards, and carousels for open messaging
• Third-party Facebook, Instagram, and WhatsApp messaging 
• Automatically pause co-browse session for specific pages
• Real-time WhatsApp message status tracking
• External Contacts external ID support
• Workitems List View filter and sort support

Data, analytics, and reporting

• Enhanced bulk import for external contacts

Workforce engagement

• GCBA proxy server support
• Enhanced date format display for workforce management agents

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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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Customer engagement

• Barge-in capability for supervisors and administrators
• Voice surveys after customer interactions

Employee productivity

• Introducing direct routing to dedicated users

Self service and automation

• Disable automatic hinting in Architect bot flows

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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

• Auto-termination for closed workitem statuses
• Outbound open messaging on behalf of a queue
• Extended after call work timeout
• Introducing Work Automation

Workforce engagement

• External metrics for performance scorecards
• Activity plans for optimal workforce management scheduling

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Customer engagement

• Automatically save wrap-up codes for improved call handling
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Expanded campaign rule actions for enhanced automation

Data, analytics, and reporting

• Alerting improvements
• Enhanced toast, email, or SMS notification alerts
• Enhanced alerts management
• Enhanced dictionary management

Employee productivity

• Enhanced privacy controls for ad hoc recordings
• Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

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Account management

• View all groups permission

Data, analytics, and reporting

• Interaction categories for interaction analysis

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
• File attachments via supported content profile
• Re-use SMTP connections in outbound email

Employee productivity

• Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Open platform

• Leveraging Digicert as the certificate authority in the mTLS process

Self service and automation

• Updated analytics event for top viewed articles in the Knowledge Performance dashboard

Workforce engagement

• Supervisor WEM dashboard
• Workforce management Explanations desktop feature
• Genesys Tempo for workforce management schedules

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