List of the Genesys Cloud FedRAMP Region release notes that include the knowledge management release notes tag.
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
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Employee productivity
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
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Employee productivity
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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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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Customer engagement
- Enable UUI retrieval from outbound call responses
Employee productivity
- Improved agent messaging interface
- Keyboard support for DTMF input in embedded framework
Open platform
- Genesys Cloud Voice number management UI improvements
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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
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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
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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