Genesys Cloud FedRAMP region - web/mobile messaging and messenger apps tag

List of the Genesys Cloud FedRAMP region release notes that include the web/mobile messaging and messenger apps 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 24, 2024

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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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 – May 27, 2024

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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Genesys Cloud FedRAMP region – May 20, 2024

Customer engagement

  • Auto-answer functionality for agents in preview campaigns
  • Dynamic edge resource utilization for automated outbound dialing

Employee productivity

  • Genesys Agent Assist summarization Spanish support (preview)

Self service and automation

  • Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
  • Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
  • Architect data tables user interface updates

Workforce engagement

  • Insights visual charting for supervisors

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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 – April 15, 2024

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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Genesys Cloud FedRAMP region – April 8, 2024

Customer engagement

  • File attachments via supported content profile

Data, analytics, and reporting

  • Edit and rerun scheduled exports
  • Improved native voice transcription accuracy for Spanish dialects

Self service and automation

  • Introducing the Audio Connector integration
  • Improved flow size indicator in Architect

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Genesys Cloud FedRAMP region – March 11, 2024

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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Genesys Cloud FedRAMP region – March 4, 2024

Self service and automation

  • Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Customer engagement

  • Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

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Genesys Cloud FedRAMP region – February 28, 2024

Data, analytics, and reporting

  • Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
  • Improved native voice transcription accuracy for German

Customer engagement

  • Predictive engagement new and replaced operators
  • Increased number of outcomes limit
  • ACD conferences
  • Knowledge articles in Messenger 
  • Introducing homescreen configuration for Messenger
  • Specify queue in scheduled callbacks

View details

Genesys Cloud FedRAMP region – February 7, 2024

Customer engagement

  • Improved on-demand Messenger launcher visibility
  • Active Total Callback column in Performance views
  • Message routing admin page user interface enhancements

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Dutch
  • Topic miner queue selection increase

Resource center

  • Genesys Cloud release notes enhancements

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Genesys Cloud FedRAMP region – December 6, 2023

Customer engagement

  • In-queue and scheduled callback automation
  • External contact management user interface refresh
  • Increased support for non-E.164 format phone numbers in Single Customer View
  • Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

  • Topic miner French language support
  • Mine for new trending topics in email interactions
  • Sentiment Analytics data in Agent/Queue/Flow Topic views
  • Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
  • Agent, Queue, and Flow topics summary view enhancements
  • Content search enhancements
  • Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Employee productivity

  • Real-time monitoring for web messaging channels

Workforce engagement

  • Screen recording available in Genesys Cloud CX 1 license
  • Performance insights view
  • Bulk archive recordings through recording bulk action API
  • Quality evaluation scores now available as a gamification metric

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