List of the Genesys Cloud FedRAMP Region release notes that include the virtual agent (bots & ivr) release notes tag.
Customer engagement
- Agent reservation for customer-first callbacks
- Workitem analytics views: Improved accuracy of Answered metric
Data, analytics, and reporting
- Journey Management multi-metric charts
- Journey Management effort score dashboard
Employee productivity
- Agent Copilot email thread summarization
- SMS interactions in the Genesys Cloud Associate app
- Voicemail transcriptions for personal and group voicemails
Self service and automation
- AVA enhanced knowledge configuration for linking dependent variables
- AI Studio supports preconditions for tool inputs
Workforce engagement
- Add notes to shift trade requests
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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
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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
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Customer engagement
- Agentless outbound notifications for web and mobile messaging
- Web survey invitation send time configuration for digital interactions
- AI-generated summaries for linked case interactions
- Centralized case management view for supervisors and case managers
Data, analytics, and reporting
- Dark and light mode theme options for Analytics Performance dashboards
Self service and automation
- Monitor LAM-based agentic virtual agents in the VA Performance dashboard
- Navigate to utterance timestamps in call recordings within bot flows
Workforce engagement
- Workforce management administrator module date and time enhanced localization
- Agent State API enhancements
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Account management
- Universal Logout for linked clients
Data, analytics, and reporting
- Reprocess interactions with updated topics on demand through UI
- Reprocess historical interactions with speech and text analytics
Employee productivity
- Accessibility improvements in script editor
- Third-party application responses in Genesys Agent Copilot
- Filters and metrics in the Agent Copilot Performance dashboard
- Associate mobile voice experience enhancements
Open platform
- Enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice
Self service and automation
- Agentic Virtual Agents deterministic conditioning for tool output values
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Customer engagement
- Participant names and avatars in Mobile Messenger
- ACD skill expression performance view and interaction columns
Workforce engagement
- Live screen monitoring for agent supervision
- System-detected historical forecast outliers
- AI scoring support for Genesys Cloud CX2 with AI tokens
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