Genesys Cloud FedRAMP Region – work automation tag
List of the Genesys Cloud FedRAMP Region release notes that include the work automation 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
- 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
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
Customer engagement
- External contact favorites
Data, analytics, and reporting
- View external event schemas and configurations
- Custom conversation attributes native actions in Architect bot flows
Employee productivity
- Screen recording support for ChromeOS
Open platform
- CX Cloud auto-answer for interactions
- Inbox enhancements to manage group voicemails
Workforce engagement
- Flexible meal and break times for agents
- Update unavailable times on behalf of an agent
Deprecations
- Deprecation: Model for agentic virtual agents
Customer engagement
- Apple Messages for Business invitations
- Custom attributes in workitem list columns
- Deterministic auto-merge for duplicate contacts
Data, analytics, and reporting
- Performance views data table now supports resizing, horizontal scrolling, and accessibility improvements
Open platform
- Genesys Enhanced TTS now includes Amazon Polly Neural voices
Workforce engagement
- Agent adherence adjustments
- Time-off management UI updates
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
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