Genesys Cloud FedRAMP region – October 13, 2025Click to collapse

Employee productivity

Streamlined navigation and information architecture update
Architect workflows triggered from Outlook Calendar events

Deprecations

Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
Deprecation: Windows 10 OS support for the desktop app

View details

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

Genesys Cloud FedRAMP region – September 29, 2025Click to expand

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

View details

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

View details

Genesys Cloud FedRAMP region – September 15, 2025Click to expand

Genesys Cloud FedRAMP region – September 8, 2025Click to expand

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

View details

Genesys Cloud FedRAMP region – September 1, 2025Click to expand

Customer engagement

Append outbound campaign performance statistics to the Campaign Performance view
Authenticated session duration for secure mobile sign-ins
Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

Category aggregate data in analytics metrics
Trigger process automation based on topics, sentiment, or empathy

Employee productivity

Links to Genesys Cloud group chat room video sessions

Workforce engagement

Configure GCBA with Microsoft Edge native messaging

Deprecations

Deprecation: agent assistance

View details

Genesys Cloud FedRAMP region – August 25, 2025Click to expand

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

View details

Genesys Cloud FedRAMP region – August 18, 2025Click to expand

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

View details

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

View details

Genesys Cloud FedRAMP region – August 4, 2025Click to expand

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

View details

Genesys Cloud FedRAMP region – July 28, 2025Click to expand

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

View details

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

Employee productivity

Multi contextual panels

Customer engagement

Configurable outbound routes now available for customer first callbacks

Self service and automation

Knowledge workbench V2 accessibility improvements
Enhanced AI-powered slots for virtual agents

Workforce engagement

Unlimited archived recording restorations

Deprecations

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

View details

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

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

View details

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

View details

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

View details

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

Genesys Cloud FedRAMP region – June 9, 2025Click to expand

Employee productivity

Multi contextual panels
Introducing Genesys Agent Copilot
New email send permissions control

Customer engagement

Time-based conditions in call rule sets

Data, analytics, and reporting

Program and Detected Category filters and columns in Content Search view

Open platform

Script selection from in the Workitem Panel in Panel Manager

Self service and automation

Introducing Genesys Cloud Virtual Agent

Workforce engagement

Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning
Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

Genesys Cloud FedRAMP region – June 2, 2025Click to expand

Genesys Cloud FedRAMP region – May 26, 2025Click to expand

Employee productivity

Multi contextual panels
Collaborate and Communicate Mobile access for FedRAMP organizations
Enable real-time queue and agent monitoring with customizable notifications on Android
Insights app for iOS
Configure chat message editing time limits

Customer engagement

Character counter in canned responses editor

Data, analytics, and reporting

View phrase usage in Topic Editor

Open platform

Custom node.js code as part of a data action

Self service and automation

Introducing the Webhook for Events integration

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

View details

Genesys Cloud FedRAMP region – May 19, 2025Click to expand

Employee productivity

Multi contextual panels

Customer engagement

Quick replies, cards, and carousels for open messaging

Data, analytics, and reporting

Track and manage billing for Supervisor Copilot AI features
Improved event list organization for enhanced journey building
Event card editing and visualization in journey canvas

Self service and automation

Enhanced recognition failure handling in Architect digital bot flows
BYOC Cloud TLS X.509 certificates

Workforce engagement

Shift trades across weeks within schedule to improve agent flexibility
Find Agent Search field in gamification profiles

View details

Genesys Cloud FedRAMP region – May 12, 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

View details

Genesys Cloud FedRAMP region – April 28, 2025Click to expand

Employee productivity

Multi contextual panels

Customer engagement

Web messaging French Canada, Greek, and Hindi support
Outbound dialing campaign health indicator

Data, analytics, and reporting

Improved voice offered metrics for customer first callbacks

Workforce engagement

Updated Genesys Cloud built-in learning modules
Improved workforce management deferred workload prediction algorithm

Deprecations

Deprecation: Workforce management historical data delete job API endpoints

View details

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

View details

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

View details

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

View details

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

View details

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:

View details

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

View details

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

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

Employee productivity

Multi contextual panels
Notes panel improvements
Wrap Up panel usability improvements

Customer engagement

Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Open platform

Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

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

Workforce engagement

Trigger process automation from Coaching or Learning state changes

View details

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

View details

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

View details

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

View details

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

View details

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

View details

Genesys Cloud FedRAMP region – January 20, 2025Click to expand

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

View details

Genesys Cloud FedRAMP region – January 13, 2025Click to expand

Genesys Cloud FedRAMP region – December 16, 2024Click to expand

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

View details

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

Genesys Cloud FedRAMP region – November 18, 2024Click to expand

Customer engagement

Quick replies, cards, and carousels for open messaging
Third-party Facebook, Instagram, and WhatsApp messaging
Automatically pause co-browse session for specific pages
Real-time WhatsApp message status tracking
External Contacts external ID support
Workitems List View filter and sort support

Data, analytics, and reporting

Enhanced bulk import for external contacts

Workforce engagement

GCBA proxy server support
Enhanced date format display for workforce management agents

View details

Genesys Cloud FedRAMP region – November 11, 2024Click to expand

Genesys Cloud FedRAMP region – November 4, 2024Click to expand

Customer engagement

Work items custom panel support
Introducing Architect workitem flows for enhanced work automation
Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

Enhanced interaction visibility in agent status widget
Sentiment and agent empathy analysis for Swiss German language

Open platform

Genesys Cloud Voice now available in FedRAMP region (USE2)
Additional conversation events for the Operational Console

Self service and automation

Architect toolbox search option
Knowledge workbench connectors for Salesforce and ServiceNow

Deprecations

Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

View details

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

View details

Genesys Cloud FedRAMP region – October 21, 2024Click to expand

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

View details

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

View details

Genesys Cloud FedRAMP region – September 30, 2024Click to expand

Customer engagement

Notification topic for outbound message delivery failures
Customer-first callback option
Step-up authentication during web messaging sessions
Generic SIP station support in cloud media

Data, analytics, and reporting

Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

Agent desktop email user interface enhancements
Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

Resize images and tables in knowledge workbench articles

View details

Genesys Cloud FedRAMP region – September 23, 2024Click to expand

Genesys Cloud FedRAMP region – September 16, 2024Click to expand

Customer engagement

Genesys Cloud CIDR expansion and firewall requirements completion
Messenger session persistence
Workitem query and filter improvements
Enhanced workitems list view with column picker and advanced filtering
Direct access to interaction details from the Customer Journey tab

Data, analytics, and reporting

Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
Real time data update indicators in analytics views
View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

Enhanced control over agent assistance access

Workforce engagement

Workforce management per minute scheduling granularity

Deprecations

Deprecation: Legacy alerting system

View details

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

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

View details

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

View details

Genesys Cloud FedRAMP region – August 19, 2024Click to expand

Genesys Cloud FedRAMP region – August 12, 2024Click to expand

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

Genesys Cloud FedRAMP region – July 29, 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

Workforce engagement

Improved navigation between published schedules in the workforce management schedule editor

View details

Genesys Cloud FedRAMP region – July 15, 2024Click to expand

Customer engagement

Introducing the Queue routing performance view
Web tracking API public endpoint

Data, analytics, and reporting

Improved native voice transcription accuracy for Arabic dialects

Workforce engagement

Enhanced employee recognition for improved engagement
Workforce Engagement Management (WEM) activity view in external web environments

Deprecations

Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

Genesys Cloud FedRAMP region – July 8, 2024Click to expand

Data, analytics, and reporting

Real-time alerting based on agent’s after call work duration
Real-time alerting for waiting interactions
Configure rules for any user within a work team
Topic miner German, Italian, and Portuguese language support

Open platform

Dynamic documentation and trigger enablement for the Operational Console
Enable automatic capture of console logs for troubleshooting

Workforce engagement

Trade alternative shifts for enhanced workforce management shift management

Deprecations

Deprecation: Legacy historical adherence query route

Platform

Japanese translation of the Export report

View details

Genesys Cloud FedRAMP region – July 1, 2024Click to expand

Customer engagement

Limit agent actions during co-browse sessions

Data, analytics, and reporting

Trigger alerts based on the number of agents currently in queue
Create in-app toast notification alert rule.
Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
Architect supported languages user interface enhancements
Collapsible card interface in Architect actions

Workforce engagement

Improved native voice transcription accuracy for Dutch

View details

Genesys Cloud FedRAMP region – June 24, 2024Click to expand

Data, analytics, and reporting

View speech and text analytics data for a year at a time

Customer engagement

Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

HELD (HTTP Enabled Location Delivery) for E911 Location Information
Introducing the Nuance Recognizer as a Service integration

Workforce engagement

Interaction recording download tracking in audit trail

View details

Genesys Cloud FedRAMP region – June 17, 2024Click to expand

Customer engagement

Automatically save wrap-up codes for improved call handling
Enhanced dynamic filtering for real-time adjustments in campaigns
Expanded campaign rule actions for enhanced automation

Data, analytics, and reporting

Alerting improvements
Enhanced toast, email, or SMS notification alerts
Enhanced alerts management
Enhanced dictionary management

Employee productivity

Enhanced privacy controls for ad hoc recordings
Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese

Self service and automation

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

View details

Genesys Cloud FedRAMP region – June 10, 2024Click to expand

Customer engagement

Enhanced message delivery status in messenger widget

Employee productivity

Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
Microsoft Teams and 8×8 UC Integrations availability

Open platform

Enhanced AudioHook Monitor configuration and migration process

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU) (eu-ES), and Swedish language support

Workforce engagement

SCORM 1.2 learning standard conformance
Learning module improvements

View details

Genesys Cloud FedRAMP region – June 3, 2024Click to expand

Genesys Cloud FedRAMP region – May 27, 2024Click to expand

Account management

View all groups permission

Data, analytics, and reporting

Interaction categories for interaction analysis

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
File attachments via supported content profile
Re-use SMTP connections in outbound email

Employee productivity

Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Open platform

Leveraging Digicert as the certificate authority in the mTLS process

Self service and automation

Updated analytics event for top viewed articles in the Knowledge Performance dashboard

Workforce engagement

Supervisor WEM dashboard
Workforce management Explanations desktop feature
Genesys Tempo for workforce management schedules

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Genesys Cloud FedRAMP region – May 20, 2024Click to expand

Customer engagement

Auto-answer functionality for agents in preview campaigns
Dynamic edge resource utilization for automated outbound dialing

Employee productivity

Genesys Agent Assist summarization Spanish support (preview)

Self service and automation

Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
Architect data tables user interface updates

Workforce engagement

Insights visual charting for supervisors

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Genesys Cloud FedRAMP region – May 13, 2024Click to expand

Genesys Cloud FedRAMP region – May 6, 2024Click to expand

Improved Genesys Cloud announcements

Data, analytics, and reporting

Analytics API enhanced capabilities

Customer engagement

Canned Responses user interface enhancements

Self service and automation

Evaluate schedule groups in Architect bots and digital bots before ACD transfer
Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

Manage Active Screen Recordings

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Genesys Cloud FedRAMP region – April 29, 2024Click to expand

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

Data, analytics, and reporting

Analytics data masking options
Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
Improved sentiment analysis for French and Spanish languages
Agent empathy analysis

Employee productivity

Headset call control buttons in embedded clients

Self service and automation

Intent health in Architect bot flows and digital bot flows

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Genesys Cloud FedRAMP region – April 15, 2024Click to expand

Customer engagement

Architect post-call actions in voice calls
Improved agent utilization for digital transfers
Co-browse for web messaging
Co-browse for voice via Messenger
Deploy Messenger without web messaging
Messenger JavaScript SDK toaster plugin
Messenger co-browse toolbar improvements
Co-browse supports multiple iframes
Co-browse for web messaging read-only fields and buttons

Employee productivity

Conversation summarization with Genesys Agent Assist for Voice
Public APIs for Collaborate chat room management and chat messages

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Genesys Cloud FedRAMP region – April 8, 2024Click to expand

Genesys Cloud FedRAMP region – April 1, 2024Click to expand

Genesys Cloud FedRAMP region – March 25, 2024Click to expand

Genesys Cloud FedRAMP region – March 18, 2024Click to expand

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
Knowledge portal refreshed article search results
Historical execution data for Architect bot flows and digital bot flows

Employee productivity

Genesys Agent Assist knowledge article feedback
Introducing Agent Assist

Customer engagement

Enable and disable email threading
Outbound digital campaigns event triggers for post-contact interactions

Data, analytics, and reporting

Support for capitalization and punctuation in native voice transcription for English transcripts

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Genesys Cloud FedRAMP region – March 11, 2024Click to expand

Employee productivity

Remove users from Collaborate chat rooms

Data, analytics, and reporting

Improved native voice transcription accuracy for Italian

Customer engagement

Skills-based dialing for Preview and Progressive campaigns
Refreshed Predictive Engagement user interface
Configure labels to manage interactions
Maximum number of calls per agent set at the campaign level

Self service and automation

Genesys Dialog Engine Bot Flows in Architect
Genesys Dialog Engine Digital Bot Flows in Architect

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Genesys Cloud FedRAMP region – March 4, 2024Click to expand

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

Data, analytics, and reporting

Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
Improved native voice transcription accuracy for German

Customer engagement

Predictive engagement new and replaced operators
Increased number of outcomes limit
ACD conferences
Knowledge articles in Messenger
Introducing homescreen configuration for Messenger
Specify queue in scheduled callbacks

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Genesys Cloud FedRAMP region – February 21, 2024Click to expand

Account management

Change password set/reset workflow
Password policy minimum requirements

Customer engagement

Digital channels participant information update

Data, analytics, and reporting

Improved native voice transcription accuracy for French languages
Improved sentiment analysis for English languages
Notification API voice transcription number normalcy for English languages

Self service and automation

Knowledge workbench V2

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

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

Genesys Cloud FedRAMP region – January 31, 2024Click to expand

Customer engagement

Client Credential Flow (CCF) authentication support for SMTP integrations
Support for multiple external email participants

Data, analytics, and reporting

Improved native voice transcription accuracy for Japanese
Improved accuracy of Irish street names in English native voice transcription

Employee productivity

Enhancement of inactivity timeout in embedded clients

Open platform

Update agent preferred name via public API

Workforce engagement

Support for disputed evaluations on gamification metrics scorecards
Suppress recording when a call is on hold

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Genesys Cloud FedRAMP region – January 24, 2024Click to expand

Genesys Cloud FedRAMP region – January 17, 2024Click to expand

Customer engagement

Advanced input file pre-processing
Additional file format support for contact lists
Messenger support for Estonian, Latvian, and Lithuanian

Data, analytics and reporting

Sensitive data masking French and Italian language support
Analytics user interface enhancements
Introducing external contacts and external organizations filters and columns in performance views

Open platform

Portuguese language support

Workforce engagement

Workforce management navigation menu grouping
Staffing requirements and performance metrics in the Schedules screen

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Genesys Cloud FedRAMP region – January 10, 2024Click to expand

Account management

Assign divisions to secondary statuses
Multi-factor authentication (MFA) for Genesys Cloud
Division-aware configuration objects default to all divisions

Customer engagement

Improved digital agent-to-agent transfer

Data, analytics and reporting

New speech and text analytics permissions
Open interactions in a new Analytics workspace tab
Agent empathy analysis API for English transcripts
View daily agent login and logout activity for multiple agents

Self service and automation

Triggers UI improvements
Architect data tables user interface updates

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Genesys Cloud FedRAMP region – December 20, 2023Click to expand

Customer engagement

Search domain names and email addresses lists
Agent email editor enhancements
Email signatures appended to agent email
Canned responses source code/HTML editor
Perform multiple actions on an email
Enhanced canned responses editor options
Route email to multiple destinations
Email configuration UI updates
Increased email size limit for custom AWS integrations
Introduction of OAuth 2.0 for custom SMTP integration
Increased email size limit for custom SMTP integrations
Add and remove flexibility for email history in agent emails
Automatic email signatures in canned responses
Improved analytics email data with CC/BCC details

Data, Analytics & Reporting

Acoustic metrics added to transcript aggregates
English voice transcript sensitive data masking improvements

Integrations

SMTP server integration email error notifications to agents

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Genesys Cloud FedRAMP region – December 13, 2023Click to expand

Genesys Cloud FedRAMP region – December 6, 2023Click to expand

Customer engagement

In-queue and scheduled callback automation
External contact management user interface refresh
Increased support for non-E.164 format phone numbers in Single Customer View
Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

Topic miner French language support
Mine for new trending topics in email interactions
Sentiment Analytics data in Agent/Queue/Flow Topic views
Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
Agent, Queue, and Flow topics summary view enhancements
Content search enhancements
Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Employee productivity

Real-time monitoring for web messaging channels

Workforce engagement

Screen recording available in Genesys Cloud CX 1 license
Performance insights view
Bulk archive recordings through recording bulk action API
Quality evaluation scores now available as a gamification metric

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Genesys Cloud FedRAMP Region – Genesys Cloud FedRAMP region category

Employee productivity

Deprecations