List of the Genesys Cloud FedRAMP Region release notes that include the crm integrations release notes tag.
Expand all Collapse all Data, analytics, and reporting
Enhanced dictionary management for Genesys Cloud native transcription
Employee productivity
Granular ACD voicemail permissions
Open platform
ACD voicemail routing for CX Cloud from Genesys and Salesforce
Granular configuration for AudioHook streams
Support for CCX firmware version 9.3
Genesys TTS Connector for third-party TTS engines
Self service and automation
Enhanced AVA utterance history with turn-level triage metadata
Knowledge optimizer dashboard enhancements
Decision table version history and rollback
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Customer engagement
Participant names and avatars in Mobile Messenger
ACD skill expression performance view and interaction columns
Workforce engagement
Live screen monitoring for agent supervision
System-detected historical forecast outliers
AI scoring support for Genesys Cloud CX2 with AI tokens
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Account management
Add login hint to OAuth client URLs
Assign divisions to ACD skills
Customer engagement
Detect and mask explicit images in social listening posts
Data, analytics, and reporting
Expanded External Contacts export support
Journey Management data export for BI tools
Open platform
Multiple concurrent Genesys applications per user
Data Actions support for Google Cloud Run Functions (v2)
Self service and automation
Customize virtual agent interaction summaries
Workforce engagement
Import decision metrics for workforce management
Time-based filtering for opportunities and enrollments
Deprecations
Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1
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Account management
Custom user attributes for ABAC policies
Employee productivity
Using custom attributes for knowledge filtering within Agent Copilot
Open platform
CX Cloud from Genesys and Salesforce support in the FedRAMP region
Self service and automation
Transfer interactions to another queue from the In-Queue Flow Error event
Genesys Agentic Virtual Agent language support for Czech, Danish, Dutch (Belgium), Filipino, Finnish, French (Belgium), Greek, Hungarian, Malay, Norwegian, Polish, Portuguese (Portugal), Swedish, and Turkish
Bot Flow can call another bot flow
Workforce engagement
Evaluation and survey forms division awareness
Batch adjust start times in the schedule editor
Deprecations
Deprecation: Native voice transcription for Polish (pl-PL)
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Customer engagement
Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
Messenger input forms for digital bot flows
Rate limiting for conversation assignment
Caller ID inheritance for agent-created customer first callbacks
Case record comments
Data, analytics, and reporting
Program-level sentiment and empathy analysis controls
Increased dictionary terms limit for native transcription
Improved native transcription accuracy for English dialects and specialized domains
Sentiment Feedback user interface modernization
Speech and Text Analytics configuration UI modernization
Unified and scalable Genesys Cloud CX conversation data extraction
Employee productivity
Call Session Service rollout for eligible organizations
Associate mobile app rebrand and user experience refresh
Self service and automation
Dark mode support and user interface update for Architect
Improved Knowledge answers in Agent Copilot and Virtual Agent
Workforce engagement
Work team-level access control for time-off requests
Live screen monitoring for agent supervision
Delete activity plans and future occurrences
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Customer engagement
Rate limiting for agent evaluations during best-skills routing
Employee productivity
Intraday metrics and simultaneous media type views on Insights mobile app
Blocked days and manual approval days in Tempo time-off requests
Open platform
Genesys Cloud Voice supports international dialing prefix restrictions
OAuth client credentials support for Salesforce data actions
Workforce engagement
Sync manual schedule edits with Activity Plan occurrences
Schedule Set bidding
Increased maximum work plan activity time from shift end
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