List of the Genesys Cloud FedRAMP Region release notes published in January 2025.
Account management
- Custom inbound data filtering rules for digital channels
- Login banner added to Genesys Cloud login screen
Customer engagement
- External contacts profile panel refresh
- Interactive WhatsApp templates with images and dynamic call-to-action buttons
Self service and automation
- Content based search for knowledge articles
Workforce engagement
- Automate and streamline workforce management time-off requests for published schedules
Deprecations and announcements
- Deprecation: Legacy ACD web chat (version 1)
- Deprecation: Legacy co-browse and screenshare
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Customer engagement
- Preserve routing information for callbacks and voicemails
- Define rule conditions based on workitem dates
- Updated agent canned responses panel
- Bulk workitem addition via API
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Share dashboards with work teams and individuals
- Agent performance reports for inactive and deleted users
- Improved native voice transcription accuracy for French
- Normalization of Digits in German for Low Latency transcription.
Employee productivity
- Enable emoji reactions in Collaborate chat including desktop users
Open platform
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Improved search and filters for screen recorded interactions
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Customer engagement
- SMS and E-mail campaign automation using campaign rules
Data, analytics, and reporting
- Hindi programs, topics, and phrases support
Employee productivity
- Add descriptions to collaborate chat rooms
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