Genesys Cloud FedRAMP Region – journey management tag

Employee productivity

• Multi contextual panels

Customer engagement

• Quick replies, cards, and carousels for open messaging

Data, analytics, and reporting

• Track and manage billing for Supervisor Copilot AI features
• Improved event list organization for enhanced journey building
• Event card editing and visualization in journey canvas

Self service and automation

• Enhanced recognition failure handling in Architect digital bot flows
• BYOC Cloud TLS X.509 certificates

Workforce engagement

• Shift trades across weeks within schedule to improve agent flexibility
• Find Agent Search field in gamification profiles

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

Employee productivity

• Multi contextual panels

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

Employee productivity

• Multi contextual panels

Account management

• User settings page displays the last login date and time
• Identify unused roles and permissions in the Admin UI

Data, analytics, and reporting

• Journey management with Funnel analysis
• Purchase Speech and Text Analytics as a standalone product
• Turn customer sentiment analysis on or off

Open platform

• Division-aware permissions and APIs for external contacts

Workforce engagement

• Increase screen recording duration for after-call work
• Set scheduling constraints for calendar months
• Recording bulk action API improvement for aged recording management

Customer engagement

• Barge-in capability for supervisors and administrators
• Voice surveys after customer interactions

Employee productivity

• Introducing direct routing to dedicated users

Self service and automation

• Disable automatic hinting in Architect bot flows