Genesys Cloud FedRAMP Region Release notes
| View current and past releases | Genesys Cloud release schedule |
| View Genesys Cloud’s next release | Features coming soon |
| View feature and platform updates and feature retirements | Announcements |
| View the Genesys Cloud developer forum | Genesys Cloud Developer Forum |
| View diagnostic logs | Troubleshoot using the Genesys Cloud Operational Console |
Employee productivity
- Streamlined navigation and information architecture update
Workforce engagement
- Team schedule view for agents
Deprecations
- Deprecation: Genesys Cloud SSO certificate expiry
Employee productivity
- Streamlined Navigation and Information Architecture Update
Customer engagement
- Set time- and duration-based conditions in campaign rules
- Use custom SMTP servers for email campaigns and agentless email
- Idle agent count for conditional group activation or deactivation
- Expired callback queue reassignment
Data, analytics, and reporting
- Topic miner Korean and Japanese language support
Self service and automation
- Transcription and storage of caller’s final voice input
- Content-based search for knowledge base articles in Norwegian, Danish and Finnish
- Swiss German language support in Architect
Workforce engagement
- Enhancements to visual components in the interaction details page
Employee productivity
- New unified navigation experience coming to Genesys Cloud
- Summary engagement insights on the Agent Copilot dashboard
Account management
- Manage user hire dates with SCIM APIs
- Refreshed integrations management interface
Customer engagement
- Configure up to 100 OpenID integrations for authenticated web messaging
- Voice note support for WhatsApp conversations
- Outbound voice events publish directly to AWS EventBridge
Data, analytics, and reporting
- Enhanced longest waiting and longest interacting metrics
- Duplicate an event card in Journey Management
- Review transcripts faster in interaction details
Open platform
- Updated Genesys Cloud desktop app icons
Workforce engagement
- Default answers for evaluation forms
Customer engagement
- Introducing email campaigns
- API for phone numbers update in scheduled callbacks
Data, analytics, and reporting
- Custom calculations in performance views
- AI summaries for the agent side of a conversation
Open platform
- Audio Connector integration in Architect secure call flows
Customer engagement
- Access audit events for external contacts via audit API
- Outbound dialing additional rule conditions system disposition codes
- File attachment support via URL for Architect digital bot flows
Data, analytics, and reporting
- Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
- Journey management Knowledge and Virtual Agent events
Workforce engagement
- Workforce Management (WFM) support for ACD routed workitems
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