Genesys Cloud FedRAMP region - Employee productivity category
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
Data, analytics, and reporting
- Enhanced responsive layout and widget scaling for dashboards
Employee productivity
- Workflow triggers for collaborate chat messages
- Persistent agent settings for embedded clients on the server side
- Workflow triggers for external user presence events
Customer engagement
- Genesys Cloud CIDR expansion and firewall requirements completion
- Messenger session persistence
- Workitem query and filter improvements
- Enhanced workitems list view with column picker and advanced filtering
- Direct access to interaction details from the Customer Journey tab
Data, analytics, and reporting
- Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
- Real time data update indicators in analytics views
- View acoustic data in topic trends, and agent, queue, flow topic views
Employee productivity
- Enhanced control over agent assistance access
Workforce engagement
- Workforce management per minute scheduling granularity
Deprecations
- Deprecation: Legacy alerting system
Data, analytics, and reporting
- Improved summary row display in analytics performance views
Customer engagement
- Enhanced search capability within skill expression groups
- Skill expression groups
- New search endpoint
- Success, Neutral and Failure classifications in wrap up code mappings
Employee productivity
- Configurable voicemail forwarding for presence states
Customer engagement
- Auto-termination for closed workitem statuses
- Outbound open messaging on behalf of a queue
- Extended after call work timeout
- Introducing Work Automation
Workforce engagement
- External metrics for performance scorecards
- Activity plans for optimal workforce management scheduling
Data, analytics, and reporting
- Export panel enhancements
- Dynamic time zone settings in workspaces and views
- Analytics views column picker improvements
- Improved interval granularity for ad-hoc exports
- Introducing digital performance monitoring views
Employee productivity
- Utilization labels for Click to Dial API
Workforce engagement
- Genesys Cloud Workforce Management work plan bidding
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
Data, analytics, and reporting
- Real-time alerting based on agent’s after call work duration
- Real-time alerting for waiting interactions
- Configure rules for any user within a work team
- Topic miner German, Italian, and Portuguese language support
Open platform
- Dynamic documentation and trigger enablement for the Operational Console
- Enable automatic capture of console logs for troubleshooting
Workforce engagement
- Trade alternative shifts for enhanced workforce management shift management
Deprecations
- Deprecation: Legacy historical adherence query route
Platform
- Japanese translation of the Export report
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
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