Genesys Cloud FedRAMP Region – Virtual Agent (Bots & IVR) tag
List of the Genesys Cloud FedRAMP Region release notes that include the virtual agent (bots & ivr) release notes tag.
Customer engagement
- Configurable answering machine detection and silent call timeouts
- Issue a secure pause when all internal participants leave a conference call
Data, analytics, and reporting
- External event administration for Journey Management
Employee productivity
- Intent health insights for Agent Copilot
Open platform
- Polish language support in Architect
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
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
- 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
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
Account management
- Improved customer firewall requirements
Employee productivity
- Channel-less activity history for associate users
Deprecations
- Deprecation: Removal of Generic Webhooks integration for chat notification
Customer engagement
- DMARC monitoring for custom email domains
- Contactable time sets for outbound WhatsApp campaigns
Data, analytics, and reporting
- AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish
Employee productivity
- Queue-based outbound calling in Communicate mobile app
- Allow for opting in to the latest model for Agent Copilot summary generation
- Control download access for voicemail recordings
Self service and automation
- Increasing limits for social data ingestion and escalation
- Genesys native speech-to-text available as a bot transcription engine
- Bot users can skip a question when they don’t know the answer
- Generate guides from agent conversation transcripts
Deprecations
- Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement
Account management
- New permissions for managing phone associations
Customer engagement
- Agent ownership support for customer first callbacks
Data, analytics, and reporting
- Improved accessibility and usability for analytics performance views date picker
- Add dictionary terms to EVTS – Transcribe
Employee productivity
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
- Configure retention period for Genesys Agent Copilot summaries
- Genesys Agent Copilot expansion to social and digital messaging channels
Open platform
- Embedded Framework supports Group Name attribute for group ring calls
- Poly/HP ROVE Series managed phones available in Genesys Cloud
Workforce engagement
- Running Genesys Cloud Background Assistant (GCBA) with Windows service account