Genesys Cloud FedRAMP Region – Knowledge Fabric tag
List of the Genesys Cloud FedRAMP Region release notes that include the knowledge fabric release notes tag.
Account management
- People and permissions user interface refresh
Customer engagement
- Requesting Off Queue presence status
- Sort workitems by custom attributes
- Monitor and respond to non-owned Facebook pages
Data, analytics, and reporting
- Agentic Virtual Agent turn details in Journey Management
Open platform
- Telephony administrators can now self-enable Japanese language models
Self service and automation
- Knowledge Fabric file browser for uploaded documents
Workforce engagement
- Control agent shift visibility in schedules
Deprecations and announcements
- Deprecation: BYOC Cloud TLS Ciphers
Customer engagement
- Planned network maintenance for Genesys Cloud Autonomous System Numbers
- BYOC Cloud support for inbound SIP digest authentication
- Facebook engagement metrics in social listening
- Enhanced workitem preview
- Concurrent call-session org metrics
Data, analytics, and reporting
- Event details panel in Journey Management
- Improved bulk metric exports in Analytics Performance Views
- Copilot panel and chart expansion in journey management
- Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant
Employee productivity
- Configurable interaction deallocation period for Embeddable Framework
- Test agent checklists during configuration
- Get step-by-step guidance with Copilot to manage and configure Genesys Cloud
- Perform multi-step user management tasks with Copilot — from onboarding to permissions and skill assignments.
- Enhance employee productivity with Copilot
- AI-powered audit assistant for change insights
- Bulk user operations for Genesys Cloud Copilot
- Genesys Cloud Copilot usage analytics dashboard
- Copilot AI agent configuration in AI Studio
- Copilot for work automation
- Free and unreported utility actions for Genesys Cloud Copilot
- Structured data cards and lists in Genesys Cloud Copilot
- Agent Recognition Assistant AI Agent
- Work Teams Assistant AI Agent
- WFM Time Off Assistant AI agent
- Static actions on Copilot home screen for faster onboarding
Open platform
- Object dependency tracking for integrations
Self service and automation
- Configurable stages in case plans
Workforce engagement
- Support for automated evaluation attribution in analytics views
- Increased limit for agent scoring rules per program
- Restore quick filters and date navigation for time-off requests
Data, analytics, and reporting
- Enhanced dictionary management for Genesys Cloud native transcription
Employee productivity
- Granular ACD voicemail permissions
Open platform
- ACD voicemail routing for CX Cloud from Genesys and Salesforce
- Granular configuration for AudioHook streams
- Support for CCX firmware version 9.3
- Genesys TTS Connector for third-party TTS engines
Self service and automation
- Enhanced AVA utterance history with turn-level triage metadata
- Knowledge optimizer dashboard enhancements
- Decision table version history and rollback
Account management
- People and permissions user interface refresh
- Division awareness for canned responses
- Control access to Genesys Cloud with Attribute-Based Access Control (ABAC)
Customer engagement
- Contact list and record retention
- Native Architect actions for customer intent
- Architect users can update external contacts using a native action in voice, inbound message and email flows
- Dynamic template selection for outbound digital campaigns
- Canned responses support file attachments
Data, analytics, and reporting
- Analytics Aggregates API now returns only filter-matching groupings
- Dashboard ownership transfer
Employee productivity
- Intent miner Swiss German language support
Open platform
- Genesys TTS Connector in secure call flows
Self service and automation
- Turn-level metadata in the Bot Flow Reporting Turns API
- Updated AI models for knowledge answer generation and highlighting
- Architect native actions for conversation attributes
- Transition to the latest agentic virtual agent model
Deprecations
- Deprecation: Genesys Cloud Login web app can no longer be embedded in an iframe
- Deprecation: Model for agentic virtual agents
Customer engagement
- Profile Panel improvements for contact actions
- Messenger customizable launcher button
Data, analytics, and reporting
- Journey Management: Removal of event overage charges
- Removal of transcription confidence threshold configuration
Employee productivity
- Agent Copilot enhanced conversational understanding for knowledge searches
Open platform
- Genesys TTS Connector general availability
Self service and automation
- LAM-powered Agentic Virtual Agents in AI Studio
- Preserve tracking IDs in Architect flow YAML export and import
- Knowledge Fabric support for Czech and Hungarian
- Architect flows: Dynamic terminating character configuration
- Knowledge Fabric configuration preview improvements
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
- Engagement source tagging for open messaging
- Inline image rendering for X direct messages
- Campaign health view enhancements
- WhatsApp template messages now support image carousels
Data, analytics, and reporting
- Styling and pagination improvements for Analytics dashboards and Performance views
- PATCH endpoints for external organizations, relationships, and notes
Employee productivity
- Supervisor takeover for active messaging conversations
- Agents can create summaries of interactions on-demand
Open platform
- Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)
Self service and automation
- Metadata-driven access control in knowledge fabric
- Knowledge fabric API synchronization and file management enhancements
Workforce engagement
- Start and end times for full-day time-off requests
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