List of the Genesys Cloud FedRAMP Region release notes that include the routing release notes tag.
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
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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
Account management
- Enhanced Groups Profile configuration
Customer engagement
- Enhance predictive routing accuracy with participant data
- Sort contacts by priority in skills-based dialing for progressive campaigns
- Sort contacts by priority for skills-based dialing in Preview campaigns
- Workitems List view filter enhancements
Data, analytics, and reporting
- Improved readability of native voice transcription in Spanish language transcripts
Open platform
- New Genesys Cloud Voice phone number inventory report
Self service and automation
- Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
- Genesys Cloud Virtual Agent language support for Italian
- Introducing Guides in AI Studio
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Employee productivity
Account management
- Division assignment for external contacts and external organizations
Customer engagement
- Next Contact Avoidance (NCA) in predictive routing
Data, analytics, and reporting
- Save static interaction lists in Content Search
- Dedicated API endpoints for schema metadata retrieval
Open platform
- Configurable timeout for data actions
Workforce engagement
- Enable audio selection with screen recordings in playback
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Customer engagement
- Define ring membership by queue
- Division-based Schedule view
- Bulk workitem termination
Data, analytics, and reporting
- Improved Content Search view
- Topic miner Dutch language support
Workforce engagement
- Workforce management activity smoothing and schedule variability
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Account management
- Counted limits monitoring and alerts
- WebRTC Media Helper enabled by default with allowed IP addresses feature
Customer engagement
- Prerequisites in expandable section of Resource Center articles
- Interaction routing based on predictive scores
- Genesys Cloud CIDR expansion and firewall requirements
Data, analytics, and reporting
- Dashboard Owners page
- Increase quality management topic limit to 5000 on request
Open platform
- API for platform limit event alert
Workforce engagement
- Screen recording playback UI modernization
- Improved customer sentiment and agent empathy analysis for English dialects
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