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Genesys Cloud FedRAMP Region – callbacks tag

List of the Genesys Cloud FedRAMP Region release notes that include the callbacks release notes tag.

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

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

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

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

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

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