List of the Genesys Cloud FedRAMP Region release notes that include the data integrations and connectors release notes tag.
Employee productivity
Account management
- Introducing the Genesys Cloud CX 4 license
Customer engagement
- Access workbin and worktype names in task management events
Data, analytics, and reporting
- Bulk Export API to export external contacts and related data
- View average sentiment score across performance views
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
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Employee productivity
- Multi contextual panels
- Improved agent email address handling
Customer engagement
- External source for open messaging identity resolution in the UI
- Detailed counts of digital messaging activity
- Microsoft Graph for email integration
Data, analytics, and reporting
- Normalization of Digits in French for Low Latency transcription.
- Division support for external contacts bulk import
- Agent Activity performance dashboard widget filter and sort agents based on conversation activity
Self service and automation
- Advanced knowledge handling in bot flows
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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
- Quick replies, cards, and carousels for open messaging
- Third-party Facebook, Instagram, and WhatsApp messaging
- Automatically pause co-browse session for specific pages
- Real-time WhatsApp message status tracking
- External Contacts external ID support
- Workitems List View filter and sort support
Data, analytics, and reporting
- Enhanced bulk import for external contacts
Workforce engagement
- GCBA proxy server support
- Enhanced date format display for workforce management agents
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Customer engagement
- Enable UUI retrieval from outbound call responses
Employee productivity
- Improved agent messaging interface
- Keyboard support for DTMF input in embedded framework
Open platform
- Genesys Cloud Voice number management UI improvements
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