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Genesys Cloud FedRAMP Region – Interaction handling tag

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

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

Customer engagement

Auto-termination for closed workitem statuses
Outbound open messaging on behalf of a queue
Extended after call work timeout
Introducing Work Automation

Workforce engagement

External metrics for performance scorecards
Activity plans for optimal workforce management scheduling

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

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

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