Genesys Cloud FedRAMP Region – Predictive Engagement tag

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

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

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