Genesys Cloud FedRAMP region - virtual agent (bots and ivr) tag

List of the Genesys Cloud FedRAMP region release notes that include the virtual agent (bots and ivr) release notes tag.

Employee productivity

Multi contextual panels
Call history enhancements for group calls

Customer engagement

Improved keyword precision for SMS
Support for mobile push notifications for unread message alerts
Assign segments to external contacts for up to 30 Days
Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support

Data, analytics, and reporting

Interaction category creation support for Korean and Japanese languages
Programs, topics, and phrases support for Korean and Japanese languages

Open platform

Configure alerts for Operational Console events

Self service and automation

Knowledge bases with content search available in Architect bot flows and digital bot flows

Workforce engagement

Schedule coaching and learning sessions with greater flexibility

Employee productivity

Multi contextual panels
Agent script enhancements
Alert volume while on call setting available in main application

Account management

SSO integrations management via SAML Metadata files
Updated Genesys branding on login pages
OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

Journey Management now displays estimated analysis completion time via in-app notifications
Column reordering within column picker in Analytics Performance views

Self service and automation

Transfer options for Architect voice and digital bot flows

Employee productivity

Multi contextual panels
Enable focus mode for agent apps
Improved Collaborate chat read and unread message sync
Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian

Customer engagement

Access and promote external contacts directly in Architect
Internal article linking within the knowledge base

Data, analytics, and reporting

Search transcript content up to 90 days back
Improved native voice transcription readability for Portuguese
Exclude existing topics and phrases from topic mining
Manage expiring and expired exports in the scheduled exports view
Recover deleted dashboards from summary and owner pages

Self service and automation

Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
Virtual Agent performance dashboard
New metrics for Architect bot and digital bot flows in the Optimization dashboard

Workforce engagement

Set limits on shift types and weekend work in schedules

Employee productivity

Multi contextual panels

Customer engagement

Configurable outbound routes now available for customer first callbacks

Self service and automation

Knowledge workbench V2 accessibility improvements
Enhanced AI-powered slots for virtual agents

Workforce engagement

Unlimited archived recording restorations

Deprecations

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Employee productivity

Multi contextual panels

Account management

Enhanced Groups Profile configuration

Customer engagement

Enhance predictive routing accuracy with participant data
Sort contacts by priority in skills-based dialing for progressive campaigns
Sort contacts by priority for skills-based dialing in Preview campaigns
Workitems List view filter enhancements

Data, analytics, and reporting

Improved readability of native voice transcription in Spanish language transcripts

Open platform

New Genesys Cloud Voice phone number inventory report

Self service and automation

Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Genesys Cloud Virtual Agent language support for Italian
Introducing Guides in AI Studio

Employee productivity

Multi contextual panels
Introducing Genesys Agent Copilot
New email send permissions control

Customer engagement

Time-based conditions in call rule sets

Data, analytics, and reporting

Program and Detected Category filters and columns in Content Search view

Open platform

Script selection from in the Workitem Panel in Panel Manager

Self service and automation

Introducing Genesys Cloud Virtual Agent

Workforce engagement

Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning
Deprecation: Predictive Engagement support for ACD Web Chat 2.0

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

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

Employee productivity

Multi contextual panels
Notes panel improvements
Wrap Up panel usability improvements

Customer engagement

Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Open platform

Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

Trigger process automation from Coaching or Learning state changes

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

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

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.