Genesys Cloud FedRAMP region - Virtual assistant (bots and IVR) tag

List of the Genesys Cloud FedRAMP region release notes that include the Virtual assistant (bots and IVR) release notes tag.
Genesys Cloud FedRAMP region – July 1, 2024

Customer engagement

  • Limit agent actions during co-browse sessions

Data, analytics, and reporting

  • Trigger alerts based on the number of agents currently in queue
  • Create in-app toast notification alert rule.
  • Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
  • Architect supported languages user interface enhancements
  • Collapsible card interface in Architect actions

Workforce engagement

  • Improved native voice transcription accuracy for Dutch

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Genesys Cloud FedRAMP region – June 17, 2024

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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Genesys Cloud FedRAMP region – June 10, 2024

Customer engagement

  • Enhanced message delivery status in messenger widget

Employee productivity

  • Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
  • Microsoft Teams and 8×8 UC Integrations availability

Open platform

  • Enhanced AudioHook Monitor configuration and migration process

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU) (eu-ES), and Swedish language support

Workforce engagement

  • SCORM 1.2 learning standard conformance
  • Learning module improvements

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Genesys Cloud FedRAMP region – June 3, 2024

Account management

  • Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

  • Email notifications for expiring and expired scheduled exports

Self service and automation

  • Enhanced AudioHook Monitor configuration and migration process
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

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Genesys Cloud FedRAMP region – May 13, 2024

Customer engagement

  • View and edit imported data via the user interface in the Contact List editor

Self service and automation

  • Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

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Genesys Cloud FedRAMP region – May 6, 2024

  • Improved Genesys Cloud announcements

Data, analytics, and reporting

  • Analytics API enhanced capabilities

Customer engagement

  • Canned Responses user interface enhancements

Self service and automation

  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer
  • Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

  • Manage Active Screen Recordings

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Genesys Cloud FedRAMP region – March 18, 2024

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
  • Knowledge portal refreshed article search results
  • Historical execution data for Architect bot flows and digital bot flows

Employee productivity

  • Genesys Agent Assist knowledge article feedback
  • Introducing Agent Assist

Customer engagement

  • Enable and disable email threading
  • Outbound digital campaigns event triggers for post-contact interactions

Data, analytics, and reporting

  • Support for capitalization and punctuation in native voice transcription for English transcripts

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