Genesys Cloud FedRAMP Region – agent copilot tag
List of the Genesys Cloud FedRAMP Region release notes that include the agent copilot release notes tag.
Account management
- Group-based inactivity timeout
Customer engagement
- Support for multiple from email addresses per queue
- Warm invite participants to an ACD conference
- Operational Console support for Twitter/X integration monitoring
- Caseplan builder for Case Management
Open platform
- Dedicated IAM role for BYOT Amazon Polly integration
Self service and automation
- Voice processing prompts in bot flows
- View selected folders in knowledge fabric connected sources
Workforce engagement
- On-queue opportunities for workforce management
Customer engagement
- DMARC monitoring for custom email domains
- Contactable time sets for outbound WhatsApp campaigns
Data, analytics, and reporting
- AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish
Employee productivity
- Queue-based outbound calling in Communicate mobile app
- Allow for opting in to the latest model for Agent Copilot summary generation
- Control download access for voicemail recordings
Self service and automation
- Increasing limits for social data ingestion and escalation
- Genesys native speech-to-text available as a bot transcription engine
- Bot users can skip a question when they don’t know the answer
- Generate guides from agent conversation transcripts
Deprecations
- Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement
Customer engagement
- Workitem history view
Data, analytics, and reporting
- Segment-level agent activity events available in EventBridge
- Manage conversation attribute schemas in Genesys Cloud
Employee productivity
- View and compare performance data for Agent Copilot-enabled agents
- Updated persistent connection indicator in the navigation top bar
Self service and automation
- Speech and DTMF Input Mode Variable Tracking in Architect
Customer engagement
- Web messaging – configurable guest session duration
Data, analytics, and reporting
- Async aggregate API endpoint
- STA and WEM add-on licensing now based on permissions
Open platform
- Hindi language support
Self service and automation
- Create scheduled triggers to automate workflows
Workforce engagement
- Agreement score visibility in evaluation form editor
- Increased planning group and staffing group limits in capacity planning
- Work team as a permission condition in recording access control
- Permission conditions for screen recording access control
Account management
- New permissions for managing phone associations
Customer engagement
- Agent ownership support for customer first callbacks
Data, analytics, and reporting
- Improved accessibility and usability for analytics performance views date picker
- Add dictionary terms to EVTS – Transcribe
Employee productivity
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
- Configure retention period for Genesys Agent Copilot summaries
- Genesys Agent Copilot expansion to social and digital messaging channels
Open platform
- Embedded Framework supports Group Name attribute for group ring calls
- Poly/HP ROVE Series managed phones available in Genesys Cloud
Workforce engagement
- Running Genesys Cloud Background Assistant (GCBA) with Windows service account
Customer engagement
- WhatsApp support for interactive rich link messages
- Public availability of the workitems Query Sync API
Data, analytics, and reporting
- Use AI to generate topic phrases
- Introducing Content Exploration view
- Charts user experience enhancements
- Add program filter to phrase testing in Topic Editor
- Topic miner support for Danish, Finnish, Norwegian and Swedish
- API-based dictionary management for EVTS with AWS Transcribe
Employee productivity
- Add standalone phones to groups for group ring
- Genesys Summarization Connector for Agent Copilot interaction summaries
Self service and automation
- Support for custom ASR dictionaries in bot flows
Workforce engagement
- Generate schedules using minimum coverage
- API to export continuous forecast data for external use
Account management
- API for custom user attributes in user profiles
- Support for data filtering rules in outbound digital channels
Customer engagement
- Support for authenticated web messaging in single customer view
- Inbound WhatsApp business calling
Employee productivity
- Agent Copilot knowledge configuration support
Open platform
- Greater outbound performance and platform enhancements for BYOC Cloud
Self service and automation
- Introducing Knowledge Fabric
Workforce engagement
- Granular access control for gamification using reporting hierarchy
Deprecations
- Deprecation: Administrator login using only user name and password