Genesys Cloud FedRAMP Region Release notes

Employee productivity

• Multi contextual panels
• Call history enhancements for group calls

Customer engagement

• Improved keyword precision for SMS
• Support for mobile push notifications for unread message alerts
• Assign segments to external contacts for up to 30 Days
• Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support

Data, analytics, and reporting

• Interaction category creation support for Korean and Japanese languages
• Programs, topics, and phrases support for Korean and Japanese languages

Open platform

• Configure alerts for Operational Console events

Self service and automation

• Knowledge bases with content search available in Architect bot flows and digital bot flows

Workforce engagement

• Schedule coaching and learning sessions with greater flexibility

Employee productivity

• Multi contextual panels
• Segment filtering suppression on knowledge articles for Agent Copilot
• Improved Collaborate chat read and unread message sync

Customer engagement

• Increased DTMF input limit in Architect flows
• Outbound division-aware campaign schedules
• WhatsApp outbound campaigns pre- and post-contact triggers
• Outbound power and predictive campaigns sort by priority in skills-based dialing 

Data, analytics, and reporting

• Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

• Workforce management shift trades external activities support
• AI scoring for evaluations

Employee productivity

• Multi contextual panels
• Agent script enhancements
• Alert volume while on call setting available in main application

Account management

• SSO integrations management via SAML Metadata files
• Updated Genesys branding on login pages
• OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

• Journey Management now displays estimated analysis completion time via in-app notifications
• Column reordering within column picker in Analytics Performance views

Self service and automation

• Transfer options for Architect voice and digital bot flows

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Customer engagement

• WhatsApp outbound campaign schedules
• Profile panel support for workitems
• Conditional group activation based on real-time metrics

Data, analytics, and reporting

• Improved native voice transcription for English

Open platform

• Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

• Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

Employee productivity

• Multi contextual panels
• Enable focus mode for agent apps
• Improved Collaborate chat read and unread message sync
• Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

• Access and promote external contacts directly in Architect
• Internal article linking within the knowledge base

Data, analytics, and reporting

• Search transcript content up to 90 days back
• Improved native voice transcription readability for Portuguese
• Exclude existing topics and phrases from topic mining
• Manage expiring and expired exports in the scheduled exports view
• Recover deleted dashboards from summary and owner pages

Self service and automation

• Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
• Virtual Agent performance dashboard
• New metrics for Architect bot and digital bot flows in the Optimization dashboard

Workforce engagement

• Set limits on shift types and weekend work in schedules