List of the Genesys Cloud FedRAMP Region release notes published in April 2024.
Data, analytics, and reporting
- Improved native voice transcription accuracy for Korean dialect
Employee productivity
- Genesys Agent Assist summarization moved to the ACW pane
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
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Data, analytics, and reporting
- Analytics data masking options
- Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
- Improved sentiment analysis for French and Spanish languages
- Agent empathy analysis
Employee productivity
- Headset call control buttons in embedded clients
Self service and automation
- Intent health in Architect bot flows and digital bot flows
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Customer engagement
- Architect post-call actions in voice calls
- Improved agent utilization for digital transfers
- Co-browse for web messaging
- Co-browse for voice via Messenger
- Deploy Messenger without web messaging
- Messenger JavaScript SDK toaster plugin
- Messenger co-browse toolbar improvements
- Co-browse supports multiple iframes
- Co-browse for web messaging read-only fields and buttons
Employee productivity
- Conversation summarization with Genesys Agent Assist for Voice
- Public APIs for Collaborate chat room management and chat messages
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Customer engagement
- File attachments via supported content profile
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Improved native voice transcription accuracy for Spanish dialects
Self service and automation
- Introducing the Audio Connector integration
- Improved flow size indicator in Architect
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Data, analytics, and reporting
- Improved native voice transcription accuracy for Portuguese dialects
Workforce engagement
- Change forecast associated with a schedule
- Leaderboard view disabled for organizations with disabled gamification
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