Genesys Cloud FedRAMP Region – Account management category

List of the Genesys Cloud FedRAMP Region release notes that include Account management updates.

Genesys Cloud FedRAMP region – December 1, 2025Click to collapse

Account management

Retrieve the OAuth client secret only at new client creation or secret generation

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Genesys Cloud FedRAMP region – November 17, 2025Click to expand

Employee productivity

Streamlined navigation and information architecture update
Live character counter for ACW notes
Internationalized date formats in Genesys Tempo

Customer engagement

Control agent transfer capabilities via permissions
Inactivity handling for messaging interactions

Data, analytics, and reporting

Topic miner support for Arabic dialects
Topic miner support for Hindi dialect

Workforce engagement

Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
Adherence widget available in the Activity view
Automatic submission of completed AI evaluations

Deprecations

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Deprecations and announcements

Deprecation: Administrator login using only user name and password

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Genesys Cloud FedRAMP region – November 10, 2025Click to expand

Employee productivity

Streamlined navigation and information architecture update
Mute individual Collaborate chat threads on iOS and Android
Display checklists through Agent Copilot during interactions
AI-generated answers for auto-suggested articles on Agent Copilot
Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Domain allow list for emails
Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects

Account management

API responses no longer include OAuth client secret
Genesys Tempo enabled by default with allowed IP addresses feature
SAML assertion decryption support for single sign-on integrations

Customer engagement

Customer first callback support in outbound campaigns
Use custom SMTP servers for email campaigns and agentless email
Group ID for subsequent participant segments in group call activity
Support for authenticated web messaging in single customer view

Data, analytics, and reporting

Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

Create AI Guides from uploaded process documents
Voice processing prompt for Agentic Virtual Agents
AI Guides model enhancements

Deprecations and announcements

Deprecation: Token Implicit Grant for OAuth clients

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Genesys Cloud FedRAMP region – October 6, 2025Click to expand

Genesys Cloud FedRAMP region – September 22, 2025Click to expand

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

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Genesys Cloud FedRAMP region – August 11, 2025Click to expand

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

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Genesys Cloud FedRAMP region – July 7, 2025Click to expand

Employee productivity

Multi contextual panels
Call forwarding enhancements with group search functionality

Account management

Audit SAML authentications
Increased SSO integrations allowance per identity provider

Customer engagement

Enable or disable Last Agent Routing for digital conversations
Messenger individual application provisioning and configuration redesign
Introducing Genesys Cloud Social
Genesys Cloud Open Messaging supports custom social network connectors
Genesys Cloud Social support for Instagram
WhatsApp’s per message pricing update

Workforce engagement

Policy-based station-side call recording
Evaluation data access via consolidated reporting views
Extended workforce management time-off submission window and management unit fixed date settings
Workforce management capacity planning

Deprecations

Deprecation: Removal of Webhooks integration for chat notification

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Genesys Cloud FedRAMP region – June 30, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

Enhanced Groups Profile configuration

Customer engagement

Enhance predictive routing accuracy with participant data
Sort contacts by priority in skills-based dialing for progressive campaigns
Sort contacts by priority for skills-based dialing in Preview campaigns
Workitems List view filter enhancements

Data, analytics, and reporting

Improved readability of native voice transcription in Spanish language transcripts

Open platform

New Genesys Cloud Voice phone number inventory report

Self service and automation

Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Genesys Cloud Virtual Agent language support for Italian
Introducing Guides in AI Studio

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Genesys Cloud FedRAMP region – June 23, 2025Click to expand

Employee productivity

Multi contextual panels
Agent Copilot summary API metrics and edited summaries
Fax interface update

Customer engagement

Retention of library selection in the Canned Responses Admin page
Updated pricing for social direct messages, SMS, and agentless outbound email
Enhanced email administration user interface
Configurable X integration sizes and new entry size
Send and receive media through X (formerly Twitter) channel
Genesys Cloud for X (Twitter) Direct Messaging integration

Data, analytics, and reporting

AI Insights at a glance
New digital response time and engagement metrics
On demand voice and digital transcript translation

Workforce engagement

Multiple answer selection in evaluation form questions

Deprecations

Deprecation: Workforce management historical data delete job API endpoints

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Genesys Cloud FedRAMP region – June 16, 2025Click to expand

Genesys Cloud FedRAMP region – May 5, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

Automatic role assignment for reactivated users

Customer engagement

Email administration user interface enhancements
Retry configuration for unsuccessful customer first callbacks

Self service and automation

Content-based search for non-English knowledge base articles
Architect help panel

Workforce engagement

Enable audio selection with screen recordings in playback

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Genesys Cloud FedRAMP region – April 21, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

Introducing the Genesys Cloud CX 4 license

Customer engagement

Access workbin and worktype names in task management events

Data, analytics, and reporting

Bulk Export API to export external contacts and related data
View average sentiment score across performance views

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

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Genesys Cloud FedRAMP region – April 14, 2025Click to expand

Employee productivity

Multi contextual panels
Improved agent email address handling

Customer engagement

External source for open messaging identity resolution in the UI
Detailed counts of digital messaging activity
Microsoft Graph for email integration

Data, analytics, and reporting

Normalization of Digits in French for Low Latency transcription.
Division support for external contacts bulk import
Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

Advanced knowledge handling in bot flows

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Genesys Cloud FedRAMP region – April 7, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

Division assignment for external contacts and external organizations

Customer engagement

Next Contact Avoidance (NCA) in predictive routing

Data, analytics, and reporting

Save static interaction lists in Content Search
Dedicated API endpoints for schema metadata retrieval

Open platform

Configurable timeout for data actions

Workforce engagement

Enable audio selection with screen recordings in playback

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Genesys Cloud FedRAMP region – March 31, 2025Click to expand

Employee productivity

Multi contextual panels
Conversation details for agents
Prevent agents from staying on queue without a selected station

Account management

Attribute-based access control

Customer engagement

Introducing outbound WhatsApp campaigns support

Data, analytics, and reporting

Analytics agent activity API filter and sort agents based on conversation activity
Agent Timeline Detail view
Retrieve Estimated Wait Time (EWT) by label
Interactive charts for journey analysis
Filter customer journey data using numbers
Journey Management date range configuration
Improved attribute lists view for Journey Management events
Journey Management filter and display options
Insert a new event between two existing events in Journey Management
Complex journeys persist in post calculation sequenced path order on Journey Management

Workforce engagement

Add or remove individuals from automatic development and feedback modules assignment
Gamification Contests

Self service and automation

Query jobs API typeId as a primary filter and increased filter limits

Deprecations

Deprecation: Amazon Lex V1 bot integration

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Genesys Cloud FedRAMP region – March 24, 2025Click to expand

Employee productivity

Multi contextual panels
Improved accessibility in Tempo
View possible shifts in the Genesys Tempo mobile app
Notes panel improvements
Wrap Up panel usability improvements

Data, analytics, and reporting

Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
AI-generated interaction transcript summaries
English voice transcript sensitive data masking improvements

Workforce engagement

Daily value configuration in service goal templates

Deprecation

Deprecation: BYOC Cloud TLS Ciphers:

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Genesys Cloud FedRAMP region – March 17, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

Control wrap-up code access within divisions

Customer engagement

Work Automation List view OR queries

Data, analytics, and reporting

Sensitive data masking support for English chat and messaging transcripts

Open platform

Ukrainian language support

Deprecation

Deprecation: Documents UI Audit tab
Deprecation: Auto answer pop-up toast

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Genesys Cloud FedRAMP region – February 24, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

User settings page displays the last login date and time
Identify unused roles and permissions in the Admin UI

Data, analytics, and reporting

Journey management with Funnel analysis
Purchase Speech and Text Analytics as a standalone product
Turn customer sentiment analysis on or off

Open platform

Division-aware permissions and APIs for external contacts

Workforce engagement

Increase screen recording duration for after-call work
Set scheduling constraints for calendar months
Recording bulk action API improvement for aged recording management

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Genesys Cloud FedRAMP region – February 17, 2025Click to expand

Employee productivity

Multi contextual panels
Notes panel improvements
Wrap Up panel usability improvements
Display external contact names in call history and voicemail inbox
Enable message pinning in Collaborate chat

Account management

User settings page displays the last login date and time
Voice transcription combined offer
Simplified license usage logic

Data, analytics, and reporting

Native voice transcription support for Hebrew

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

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Genesys Cloud FedRAMP region – February 10, 2025Click to expand

Account management

CX as Code support for Architect flows

Customer engagement

Add media to an Outbound SMS campaign
Set SMS Phone Number action type added to digital rules for outbound digital campaigns
Auto answer for voice interactions on queue settings
Auto answer for digital interactions

Data, analytics, and reporting

Filter and search conversations by acoustic metrics and wrap-up codes

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

Reminders for agents about their next scheduled activity

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Genesys Cloud FedRAMP region – February 3, 2025Click to expand

Customer engagement

Regex custom data filtering to protect sensitive information for co-browse
Configure max calls per agent with decimal precision
Recurring outbound campaign schedules
Script support for workitems

Account management

Customize inactivity timeout settings

Data, analytics, and reporting

Topic miner Swiss German language support
Configure performance dashboard widgets with work team and reports-to filters

Employee productivity

Enhanced email input fields

Self service and automation

Portuguese language support in Architect

Workforce engagement

Workforce management historical data import improvement
Assign coaching without workforce management scheduling
Workforce management activity codes for coaching and learning

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Genesys Cloud FedRAMP region – January 27, 2025Click to expand

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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Genesys Cloud FedRAMP region – December 9, 2024Click to expand

Account management

Control scripts access based on division membership

Customer engagement

Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

Native voice transcription support for Swiss German
Improved native voice transcription accuracy for Spanish

Employee productivity

View time-off balances from an external HR system on Genesys Tempo

Open platform

Supporting links for operational event details

Self service and automation

Track and optimize flow size with enhanced insights

Workforce engagement

Improved workforce management schedule editor agent filter and sort
Workforce management weekly staffing requirements with ABM forecasts
Improved deferred workload prediction algorithm

Deprecations and announcements

Deprecation: Legacy alerting system

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

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Genesys Cloud FedRAMP region – December 2, 2024Click to expand

Genesys Cloud FedRAMP region – October 28, 2024Click to expand

Account management

Simplified customer firewall requirements

Customer engagement

Active callback columns for performance views

Data, analytics, and reporting

Journey flows tab in Architect for outbound call, inbound email and message flows
Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

Multi contextual panels

Open platform

Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

Drag and drop in Architect builders

Workforce engagement

Workforce management read-only continuous forecasting

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Genesys Cloud FedRAMP region – October 14, 2024Click to expand

Account management

Telephone resource limits in Admin UI

Customer engagement

Rule conditions and advanced capabilities for campaign rules
Identifier claim management for external contacts
Park email interactions

Employee productivity

Supervisor access to voicemail metrics

Workforce engagement

Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
Manually assign work plans with future effective dates

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Genesys Cloud FedRAMP region – October 7, 2024Click to expand

Account management

Improved Genesys Cloud storage cost calculator

Customer engagement

Metrics for improved workitem volume forecasting
IMAP integration for inbound email

Data, analytics, and reporting

Content Search lookback for words and phrases extended to 60 days
Flow insights overlay for flow performance analysis

Employee productivity

Disable WebRTC audio and alert notifications in the embedded client
Suppress profile notifications
Preferred device profiles

Self service and automation

Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

Enhanced agent and supervisor activity overview screen
Workforce management notifications for process automation triggers
Workforce management Business Unit/Management Unit and Time Zone placement in views

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Genesys Cloud FedRAMP region – September 2, 2024Click to expand

Account management

Counted limits monitoring and alerts
WebRTC Media Helper enabled by default with allowed IP addresses feature

Customer engagement

Prerequisites in expandable section of Resource Center articles
Interaction routing based on predictive scores
Genesys Cloud CIDR expansion and firewall requirements

Data, analytics, and reporting

Dashboard Owners page
Increase quality management topic limit to 5000 on request

Open platform

API for platform limit event alert

Workforce engagement

Screen recording playback UI modernization
Improved customer sentiment and agent empathy analysis for English dialects

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Genesys Cloud FedRAMP region – August 26, 2024Click to expand

Customer engagement

Queue segmentation of canned responses
Work Automation performance views enhancements
Reconnect and reply to closed email
Skills-based dialing in Power and Predictive outbound campaigns
Granular campaign control permissions
Genesys Cloud CIDR expansion and firewall requirements

Data, analytics, and reporting

Real time alerts for out of adherence status

Self service and automation

Flexible text-to-speech (TTS) engine selection in Architect flows
Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation

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Genesys Cloud FedRAMP region – August 5, 2024Click to expand

Genesys Cloud FedRAMP region – July 22, 2024Click to expand

Account management

Hourly interacting users billing option

Customer engagement

Highlight markdown support in web messaging

Data, analytics, and reporting

Introducing Architect Journey Flows for bot and digital bot flows
Introducing Architect Journey Flows for inbound and secure call flows
Improved native voice transcription accuracy for Portuguese

Self service and automation

Select multiple segments in knowledge article variations
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Introducing Architect Replay Mode
Advanced Architect execution data capabilities for all flows