List of the Genesys Cloud FedRAMP Region release notes published in December 2023.
Customer engagement
- Search domain names and email addresses lists
- Agent email editor enhancements
- Email signatures appended to agent email
- Canned responses source code/HTML editor
- Perform multiple actions on an email
- Enhanced canned responses editor options
- Route email to multiple destinations
- Email configuration UI updates
- Increased email size limit for custom AWS integrations
- Introduction of OAuth 2.0 for custom SMTP integration
- Increased email size limit for custom SMTP integrations
- Add and remove flexibility for email history in agent emails
- Automatic email signatures in canned responses
- Improved analytics email data with CC/BCC details
Data, Analytics & Reporting
- Acoustic metrics added to transcript aggregates
- English voice transcript sensitive data masking improvements
Integrations
- SMTP server integration email error notifications to agents
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Customer engagement
- Outbound dialing contact list builder
- Mobile customer journey tracking
- Mobile app event orchestration
Data, analytics and reporting
- Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
Workforce engagement
- Average Talk Time gamification metric
- Learning modules with rich text format
- Supervisor insights improvements
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Customer engagement
- In-queue and scheduled callback automation
- External contact management user interface refresh
- Increased support for non-E.164 format phone numbers in Single Customer View
- Perform a benefit assessment before predictive routing free trial activation
Data, analytics and reporting
- Topic miner French language support
- Mine for new trending topics in email interactions
- Sentiment Analytics data in Agent/Queue/Flow Topic views
- Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
- Agent, Queue, and Flow topics summary view enhancements
- Content search enhancements
- Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese
Employee productivity
- Real-time monitoring for web messaging channels
Workforce engagement
- Screen recording available in Genesys Cloud CX 1 license
- Performance insights view
- Bulk archive recordings through recording bulk action API
- Quality evaluation scores now available as a gamification metric
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