Genesys Cloud FedRAMP region - Employee productivity category

List of the Genesys Cloud FedRAMP region release notes that include Employee productivity updates.

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

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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.