List of the Genesys Cloud FedRAMP Region release notes that include the business rule management release notes tag.
Customer engagement
- Caller ID inheritance for agent-created customer first callbacks
- Drill down from workitem dashboards to underlying workitems and agents
Data, analytics, and reporting
- Digital channel performance insights in Channel Insights dashboard
- Import Architect flows into Journey Management
Employee productivity
- Genesys Agent Copilot and Virtual Agent, and knowledge Filipino, Malay, Hebrew, and Greek language support
Self service and automation
- Decision tables now support import and export functionality
- List and validate uploaded documents with the knowledge fabric API
Workforce engagement
- View volume and AHT forecasts in capacity plans
- Time off request filtering, sorting, and sequential approval
- Expanded answer options for AI scoring questions
Deprecations
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain
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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
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Employee productivity
- Streamlined navigation and information architecture update
- Live character counter for ACW notes
- Internationalized date formats in Genesys Tempo
Customer engagement
- Control agent transfer capabilities via permissions
- Inactivity handling for messaging interactions
Data, analytics, and reporting
- Topic miner support for Arabic dialects
- Topic miner support for Hindi dialect
Workforce engagement
- Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
- Adherence widget available in the Activity view
- Automatic submission of completed AI evaluations
Deprecations
- Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Deprecations and announcements
- Deprecation: Administrator login using only user name and password
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Employee productivity
- Streamlined navigation and information architecture update
- Improved scripting accessibility tools
Customer engagement
- Use the same email domain across multiple Genesys Cloud orgs
Data, analytics, and reporting
- Analyze segment and web outcome events in Journey Management
- Administrators can now search content from HTML emails
Self service and automation
- Preview guides for virtual agents in AI Studio
- Configure virtual agents to generate answers from multiple sources
Workforce engagement
- Workforce management block scheduling
- Adherence and activity code mapping enhancements
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