Genesys Cloud FedRAMP Region – CRM integrations tag

Account management

• Add login hint to OAuth client URLs
• Assign divisions to ACD skills

Customer engagement

• Detect and mask explicit images in social listening posts

Data, analytics, and reporting

• Expanded External Contacts export support
• Journey Management data export for BI tools

Open platform

• Multiple concurrent Genesys applications per user
• Data Actions support for Google Cloud Run Functions (v2)

Self service and automation

• Customize virtual agent interaction summaries

Workforce engagement

• Import decision metrics for workforce management
• Time-based filtering for opportunities and enrollments

Deprecations

• Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1

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

• 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

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