Genesys Cloud FedRAMP region release notes

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View current and past releases below. Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.

For a preview of Genesys Cloud’s next release, see FedRAMP region – Features coming soon. For other upcoming features, see Platform announcements.

For announcements about our development platform and public APIs, see the Genesys Cloud Developer Forum.

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

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

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

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

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.