Genesys Cloud FedRAMP region - unified communication and collaboration tag

Account management

• Telephone resource limits in Admin UI

Customer engagement

• Rule conditions and advanced capabilities for campaign rules
• Identifier claim management for external contacts
• Park email interactions

Employee productivity

• Supervisor access to voicemail metrics

Workforce engagement

• Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
• Manually assign work plans with future effective dates

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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

• Notification topic for outbound message delivery failures
• Customer-first callback option
• Step-up authentication during web messaging sessions
• Generic SIP station support in cloud media

Data, analytics, and reporting

• Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

• Agent desktop email user interface enhancements
• Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

• Resize images and tables in knowledge workbench articles

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Data, analytics, and reporting

• Enhanced responsive layout and widget scaling for dashboards

Employee productivity

• Workflow triggers for collaborate chat messages
• Persistent agent settings for embedded clients on the server side
• Workflow triggers for external user presence events

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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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Data, analytics, and reporting

• Improved summary row display in analytics performance views

Customer engagement

• Enhanced search capability within skill expression groups
• Skill expression groups
• New search endpoint
• Success, Neutral and Failure classifications in wrap up code mappings

Employee productivity

• Configurable voicemail forwarding for presence states

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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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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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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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Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese dialects

Workforce engagement

• Change forecast associated with a schedule
• Leaderboard view disabled for organizations with disabled gamification

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Employee productivity

• Remove users from Collaborate chat rooms

Data, analytics, and reporting

• Improved native voice transcription accuracy for Italian

Customer engagement

• Skills-based dialing for Preview and Progressive campaigns
• Refreshed Predictive Engagement user interface
• Configure labels to manage interactions
• Maximum number of calls per agent set at the campaign level

Self service and automation

• Genesys Dialog Engine Bot Flows in Architect
• Genesys Dialog Engine Digital Bot Flows in Architect

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