List of the Genesys Cloud FedRAMP Region release notes that include the third-party desktop (embeddable framework) release notes tag.
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
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
Account management
- Simplified customer firewall requirements
Customer engagement
- Active callback columns for performance views
Data, analytics, and reporting
- Journey flows tab in Architect for outbound call, inbound email and message flows
- Notification API voice transcription number normalcy for Portuguese and Spanish languages
Employee productivity
Open platform
- Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations
Self service and automation
- Drag and drop in Architect builders
Workforce engagement
- Workforce management read-only continuous forecasting
Data, analytics, and reporting
- Export panel enhancements
- Dynamic time zone settings in workspaces and views
- Analytics views column picker improvements
- Improved interval granularity for ad-hoc exports
- Introducing digital performance monitoring views
Employee productivity
- Utilization labels for Click to Dial API
Workforce engagement
- Genesys Cloud Workforce Management work plan bidding
Data, analytics, and reporting
- Analytics data masking options
- Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
- Improved sentiment analysis for French and Spanish languages
- Agent empathy analysis
Employee productivity
- Headset call control buttons in embedded clients
Self service and automation
- Intent health in Architect bot flows and digital bot flows