Genesys Cloud FedRAMP region - Account management category

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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Account management

• Counted limits monitoring and alerts
• WebRTC Media Helper enabled by default with allowed IP addresses feature

Customer engagement

• Prerequisites in expandable section of Resource Center articles
• Interaction routing based on predictive scores
• Genesys Cloud CIDR expansion and firewall requirements 

Data, analytics, and reporting

• Dashboard Owners page
• Increase quality management topic limit to 5000 on request

Open platform

• API for platform limit event alert

Workforce engagement

• Screen recording playback UI modernization
• Improved customer sentiment and agent empathy analysis for English dialects

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Customer engagement

• Queue segmentation of canned responses
• Work Automation performance views enhancements
• Reconnect and reply to closed email
• Skills-based dialing in Power and Predictive outbound campaigns
• Granular campaign control permissions
• Genesys Cloud CIDR expansion and firewall requirements 

Data, analytics, and reporting

• Real time alerts for out of adherence status

Self service and automation

• Flexible text-to-speech (TTS) engine selection in Architect flows
• Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation

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Account management

• Multiple messenger deployment behavior update

Data, analytics, and reporting

• Enhanced agent status visibility for supervisors

Customer engagement

• Enhanced WebRTC Media Helper for VDI users

Open platform

• Genesys Bot Connector

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Account management

• Hourly interacting users billing option

Customer engagement

• Highlight markdown support in web messaging

Data, analytics, and reporting

• Introducing Architect Journey Flows for bot and digital bot flows
• Introducing Architect Journey Flows for inbound and secure call flows
• Improved native voice transcription accuracy for Portuguese

Self service and automation

• Select multiple segments in knowledge article variations
• Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
• Introducing Architect Replay Mode
• Advanced Architect execution data capabilities for all flows

Workforce engagement

• Improved navigation between published schedules in the workforce management schedule editor

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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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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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Account management

• Change password set/reset workflow
• Password policy minimum requirements

Customer engagement

• Digital channels participant information update

Data, analytics, and reporting

• Improved native voice transcription accuracy for French languages
• Improved sentiment analysis for English languages
• Notification API voice transcription number normalcy for English languages

Self service and automation

• Knowledge workbench V2

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Account management

• Assign divisions to secondary statuses
• Multi-factor authentication (MFA) for Genesys Cloud
• Division-aware configuration objects default to all divisions

Customer engagement

• Improved digital agent-to-agent transfer

Data, analytics and reporting

• New speech and text analytics permissions
• Open interactions in a new Analytics workspace tab
• Agent empathy analysis API for English transcripts
• View daily agent login and logout activity for multiple agents

Self service and automation

• Triggers UI improvements
• Architect data tables user interface updates

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