List of the Genesys Cloud FedRAMP Region release notes that include the subscription and billing release notes tag.
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
- Multi contextual panels
- Improved accessibility in Tempo
- View possible shifts in the Genesys Tempo mobile app
- Notes panel improvements
- Wrap Up panel usability improvements
Data, analytics, and reporting
- Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
- AI-generated interaction transcript summaries
- English voice transcript sensitive data masking improvements
Workforce engagement
- Daily value configuration in service goal templates
Deprecation
- Deprecation: BYOC Cloud TLS Ciphers:
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Employee productivity
Account management
- User settings page displays the last login date and time
- Identify unused roles and permissions in the Admin UI
Data, analytics, and reporting
- Journey management with Funnel analysis
- Purchase Speech and Text Analytics as a standalone product
- Turn customer sentiment analysis on or off
Open platform
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Increase screen recording duration for after-call work
- Set scheduling constraints for calendar months
- Recording bulk action API improvement for aged recording management
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Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
- Display external contact names in call history and voicemail inbox
- Enable message pinning in Collaborate chat
Account management
- User settings page displays the last login date and time
- Voice transcription combined offer
- Simplified license usage logic
Data, analytics, and reporting
- Native voice transcription support for Hebrew
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi
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Account management
- Hourly interacting users billing option
Customer engagement
- Highlight markdown support in web messaging
Data, analytics, and reporting
- Introducing Architect Journey Flows for bot and digital bot flows
- Introducing Architect Journey Flows for inbound and secure call flows
- Improved native voice transcription accuracy for Portuguese
Self service and automation
- Select multiple segments in knowledge article variations
- Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
- Introducing Architect Replay Mode
- Advanced Architect execution data capabilities for all flows
Workforce engagement
- Improved navigation between published schedules in the workforce management schedule editor
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