Genesys Cloud FedRAMP Region – Interaction & Screen Recording tag

Account management

• Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
• BYOC Premises Edge devices in Edges list view

Customer engagement

• Social direct messages, social post injections, and social post responses allowance increase per AI token
• Create rules based on workitem creation date
• Generate web survey links on demand with an API

Employee productivity

• Domain allow list for emails
• Summaries for consult transfers for Agent Copilot

Workforce engagement

• API to List Past Recognitions
• Reply-To field in email transcripts
• Long-term forecast and schedule generation up to 104 weeks
• Granular evaluation metrics in the Evaluation Aggregate API

Open Platform

• Updated regional feature deployment schedule now in effect

Customer engagement

• Outbound limit alerts for voice campaigns in the Operations Console
• Set post-call actions for voice calls using public APIs

Employee productivity

• Conditional access policy support for Microsoft Entra ID
• Send group voicemail notifications to the group email address

Workforce engagement

• Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration

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

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