List of the Genesys Cloud FedRAMP Region release notes that include the employee development release notes tag.
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
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Employee productivity
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
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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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Employee productivity
Customer engagement
- Support for open messaging in Single Customer view
Data, analytics, and reporting
- Support sentiment and empathy analysis for Hindi (Hi-IN)
- Date range and complete transfer type support for Journey Flows in Architect
Workforce engagement
- Genesys Cloud updated built-in learning modules
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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
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