List of the Genesys Cloud FedRAMP Region release notes that include the data integrations and connectors release notes tag.
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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Customer engagement
- New commercial model for Work Automation tasks and workitems
- Genesys Cloud introduces Case management
- Poly/HP Edge B Series managed phones available in Genesys Cloud
- Message parking for Genesys Cloud
- Improved diagnostics for outbound voice campaigns
Data, analytics, and reporting
- Ingest external events through APIs for External Contacts
Employee productivity
- Support for Poly Trio C60 conference phone as a Genesys managed phone
- Extended markdown in messaging channels
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Account management
- Improved Operational Console user interface
Data, analytics, and reporting
- New PATCH API endpoint for external contacts
Employee productivity
- Secure pause available on all call types, not just ACD calls
- Pin messages in Collaborate chat for quick reference on mobile
Self service and automation
- API endpoints for uploading knowledge files using custom integrations
- Decision rules priority setting
Workforce engagement
- Average alert time metric for Gamification Profiles
- View evaluation scores in the interaction detail quality summary
Deprecations and announcements
- Deprecation: Token Implicit Grant for OAuth clients
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Employee productivity
Account management
- Introducing the Genesys Cloud CX 4 license
Customer engagement
- Access workbin and worktype names in task management events
Data, analytics, and reporting
- Bulk Export API to export external contacts and related data
- View average sentiment score across performance views
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
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Employee productivity
- Multi contextual panels
- Improved agent email address handling
Customer engagement
- External source for open messaging identity resolution in the UI
- Detailed counts of digital messaging activity
- Microsoft Graph for email integration
Data, analytics, and reporting
- Normalization of Digits in French for Low Latency transcription.
- Division support for external contacts bulk import
- Agent Activity performance dashboard widget filter and sort agents based on conversation activity
Self service and automation
- Advanced knowledge handling in bot flows
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Employee productivity
Account management
- Division assignment for external contacts and external organizations
Customer engagement
- Next Contact Avoidance (NCA) in predictive routing
Data, analytics, and reporting
- Save static interaction lists in Content Search
- Dedicated API endpoints for schema metadata retrieval
Open platform
- Configurable timeout for data actions
Workforce engagement
- Enable audio selection with screen recordings in playback
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