List of the Genesys Cloud FedRAMP Region release notes published in March 2025.
Employee productivity
- Multi contextual panels
- Conversation details for agents
- Prevent agents from staying on queue without a selected station
Account management
- Attribute-based access control
Customer engagement
- Introducing outbound WhatsApp campaigns support
Data, analytics, and reporting
- Analytics agent activity API filter and sort agents based on conversation activity
- Agent Timeline Detail view
- Retrieve Estimated Wait Time (EWT) by label
- Interactive charts for journey analysis
- Filter customer journey data using numbers
- Journey Management date range configuration
- Improved attribute lists view for Journey Management events
- Journey Management filter and display options
- Insert a new event between two existing events in Journey Management
- Complex journeys persist in post calculation sequenced path order on Journey Management
Workforce engagement
- Add or remove individuals from automatic development and feedback modules assignment
- Gamification Contests
Self service and automation
- Query jobs API typeId as a primary filter and increased filter limits
Deprecations
- Deprecation: Amazon Lex V1 bot integration
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Employee productivity
- Multi contextual panels
- Improved accessibility in Tempo
- View possible shifts in the Genesys Tempo mobile app
- Notes panel improvements
- Wrap Up panel usability improvements
Data, analytics, and reporting
- Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
- AI-generated interaction transcript summaries
- English voice transcript sensitive data masking improvements
Workforce engagement
- Daily value configuration in service goal templates
Deprecation
- Deprecation: BYOC Cloud TLS Ciphers:
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Employee productivity
Account management
- Control wrap-up code access within divisions
Customer engagement
- Work Automation List view OR queries
Data, analytics, and reporting
- Sensitive data masking support for English chat and messaging transcripts
Open platform
- Ukrainian language support
Deprecation
- Deprecation: Documents UI Audit tab
- Deprecation: Auto answer pop-up toast
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Employee productivity
Customer engagement
- Support for open messaging in Single Customer view
Data, analytics, and reporting
- Support sentiment and empathy analysis for Hindi (Hi-IN)
- Date range and complete transfer type support for Journey Flows in Architect
Workforce engagement
- Genesys Cloud updated built-in learning modules
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Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
Customer engagement
- Turn on-screen annotation and drawings in co-browse on or off for privacy compliance
Open platform
- Genesys Enhanced TTS now includes Amazon Polly Neural voices
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support
Workforce engagement
- Trigger process automation from Coaching or Learning state changes
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