List of the Genesys Cloud FedRAMP Region release notes that include the crm integrations release notes tag.
Expand all Collapse all 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)
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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
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Customer engagement
Rate limiting for agent evaluations during best-skills routing
Employee productivity
Intraday metrics and simultaneous media type views on Insights mobile app
Blocked days and manual approval days in Tempo time-off requests
Open platform
Genesys Cloud Voice supports international dialing prefix restrictions
OAuth client credentials support for Salesforce data actions
Workforce engagement
Sync manual schedule edits with Activity Plan occurrences
Schedule Set bidding
Increased maximum work plan activity time from shift end
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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
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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
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Customer engagement
Use workitem expiry date as an automation milestone in Work Automation
Contact Management UI enhancements
Precise Dialing mode (Progressive mode with agent reservation)
Single customer view: Customer journey support for cases, tasks, and workitems
New metric displays for monitoring BYOC Premises edge and trunk status
Data, analytics, and reporting
Journey Management improves support for ad-hoc journey analysis
Improved identity resolution for Genesys Cloud web event and mobile app event tracking
Employee productivity
Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC
Workforce engagement
15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
Snippet recording for ACD calls
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