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Genesys Cloud FedRAMP Region – External contact management tag

List of the Genesys Cloud FedRAMP Region release notes that include the external contact management release notes tag.

Genesys Cloud FedRAMP region – June 16, 2025Click to collapse

Employee productivity

Multi contextual panels

Customer engagement

Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

Enhanced Performance dashboards with real-time agent status counts by work team
AI insights about reasons for customer sentiment

Genesys Cloud FedRAMP region – May 12, 2025Click to expand

Genesys Cloud FedRAMP region – April 14, 2025Click to expand

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

Genesys Cloud FedRAMP region – March 10, 2025Click to expand

Genesys Cloud FedRAMP region – January 27, 2025Click to expand

Account management

Custom inbound data filtering rules for digital channels
Login banner added to Genesys Cloud login screen

Customer engagement

External contacts profile panel refresh
Interactive WhatsApp templates with images and dynamic call-to-action buttons

Self service and automation

Content based search for knowledge articles

Workforce engagement

Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

Deprecation: Legacy ACD web chat (version 1)
Deprecation: Legacy co-browse and screenshare