Genesys Cloud FedRAMP Region – Architect (orchestration builder) tag

Account management

• Custom user attributes for ABAC policies

Employee productivity

• Using custom attributes for knowledge filtering within Agent Copilot

Open platform

• CX Cloud from Genesys and Salesforce support in the FedRAMP region

Self service and automation

• Transfer interactions to another queue from the In-Queue Flow Error event
• Genesys Agentic Virtual Agent language support for Czech, Danish, Dutch (Belgium), Filipino, Finnish, French (Belgium), Greek, Hungarian, Malay, Norwegian, Polish, Portuguese (Portugal), Swedish, and Turkish
• Bot Flow can call another bot flow

Workforce engagement

• Evaluation and survey forms division awareness
• Batch adjust start times in the schedule editor

Deprecations

• Deprecation: Native voice transcription for Polish (pl-PL)

Customer engagement

• Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
• Messenger input forms for digital bot flows
• Rate limiting for conversation assignment
• Caller ID inheritance for agent-created customer first callbacks
• Case record comments

Data, analytics, and reporting

• Program-level sentiment and empathy analysis controls
• Increased dictionary terms limit for native transcription
• Improved native transcription accuracy for English dialects and specialized domains
• Sentiment Feedback user interface modernization
• Speech and Text Analytics configuration UI modernization
• Unified and scalable Genesys Cloud CX conversation data extraction

Employee productivity

• Call Session Service rollout for eligible organizations
• Associate mobile app rebrand and user experience refresh

Self service and automation

• Dark mode support and user interface update for Architect
• Improved Knowledge answers in Agent Copilot and Virtual Agent

Workforce engagement

• Work team-level access control for time-off requests
• Live screen monitoring for agent supervision
• Delete activity plans and future occurrences

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

Employee productivity

• Live character counter for ACW notes
• Favorites now listed in the User Directory
• Multi-language Agent Copilots

Account management

• Passkey support for Multi-Factor Authentication (MFA)

Customer engagement

• Custom named time zones for contactable time sets
• Digital rule sets for outbound WhatsApp campaigns
• Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
• External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flow list picker support in Singapore and Mexico regions
• Authentication support in Apple Messages for Business in Singapore and Mexico regions
• Apple Messages for Business forms in Singapore and Mexico regions
• Non-default content profile support for SMS
• Architect digital bot flow time picker support
• Control agent transfer capabilities via permissions
• Configure group ring settings
• Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions

Data, analytics, and reporting

• Export summary row chart in Analytics Performance views
• Web events available in Journey Management

Open platform

• Thai language support
• Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Self service and automation

• Enhanced confirmation controls in AI Guides
• Genesys Virtual Agent support for Portuguese and Swedish dialects
• Create flow outcomes and milestones natively in Architect

Employee productivity

• Streamlined Navigation and Information Architecture Update

Customer engagement

• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Topic miner Korean and Japanese language support

Self service and automation

• Transcription and storage of caller’s final voice input
• Content-based search for knowledge base articles in Norwegian, Danish and Finnish
• Swiss German language support in Architect

Workforce engagement

• Enhancements to visual components in the interaction details page

Employee productivity

• Multi contextual panels

Account management

• Automatic role assignment for reactivated users

Customer engagement

• Email administration user interface enhancements
• Retry configuration for unsuccessful customer first callbacks

Self service and automation

• Content-based search for non-English knowledge base articles
• Architect help panel

Workforce engagement

• Enable audio selection with screen recordings in playback