Genesys Cloud FedRAMP Region – third-party digital channels tag

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

Customer engagement

• Engagement source tagging for open messaging
• Inline image rendering for X direct messages
• Campaign health view enhancements
• WhatsApp template messages now support image carousels

Data, analytics, and reporting

• Styling and pagination improvements for Analytics dashboards and Performance views
• PATCH endpoints for external organizations, relationships, and notes

Employee productivity

• Supervisor takeover for active messaging conversations
• Agents can create summaries of interactions on-demand

Open platform

• Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)

Self service and automation

• Metadata-driven access control in knowledge fabric
• Knowledge fabric API synchronization and file management enhancements

Workforce engagement

• Start and end times for full-day time-off requests

Account management

• Group-based inactivity timeout

Customer engagement

• Support for multiple from email addresses per queue
• Warm invite participants to an ACD conference
• Operational Console support for Twitter/X integration monitoring
• Caseplan builder for Case Management

Open platform

• Dedicated IAM role for BYOT Amazon Polly integration

Self service and automation

• Voice processing prompts in bot flows
• View selected folders in knowledge fabric connected sources

Workforce engagement

• On-queue opportunities for workforce management

Customer engagement

• WhatsApp support for interactive rich link messages
• Public availability of the workitems Query Sync API

Data, analytics, and reporting

• Use AI to generate topic phrases
• Introducing Content Exploration view
• Charts user experience enhancements
• Add program filter to phrase testing in Topic Editor
• Topic miner support for Danish, Finnish, Norwegian and Swedish
• API-based dictionary management for EVTS with AWS Transcribe

Employee productivity

• Add standalone phones to groups for group ring
• Genesys Summarization Connector for Agent Copilot interaction summaries

Self service and automation

• Support for custom ASR dictionaries in bot flows

Workforce engagement

• Generate schedules using minimum coverage
• API to export continuous forecast data for external use

Contact Center

• Upcoming end of native support for select Google and Microsoft TTS voices

Customer engagement

• Attempt control enhancements
• Native Architect action for customer intent retrieval
• Improved Global Media Fabric responsiveness with regional caching of Architect prompts
• Enhanced outbound WhatsApp messaging performance

Data, analytics, and reporting

• Architect journey flows data limit visibility and guidance improvements
• Genesys Cloud conversation attribute API support
• Analytics Aggregate API Top N sorting
• Journey management insights with survey events and virtual agent filters
• Introducing Channel Insights dashboard
• Improved native voice transcription accuracy for Spanish dialects
• Improved native voice transcription accuracy for specific English dialects

Employee productivity

• Configure combined voice utilization for ACD and non-ACD calls
• Inbound ACD voice call support on Communicate mobile app
• Manage user presence in the Communicate mobile app

Workforce engagement

• Monthly view for capacity planning results

Customer engagement

• Predictive routing queues summary enhancements
• WhatsApp support for interactive list pickers in bot conversations
• Automatic sign-in for authenticated Messenger users
• Workitem Insights views for supervisors

Data, analytics, and reporting

• AI scoring model upgrade for natural-language evaluation questions
• Copilot panel and chart expansion for Journey Management

Employee productivity

• Extended markdown in messaging channels
• Configurable audio alert duration for agents

Self service and automation

• Use knowledge in AI Guides
• Genesys virtual agent support for knowledge fabric

Account management

• API for custom user attributes in user profiles
• Support for data filtering rules in outbound digital channels

Customer engagement

• Support for authenticated web messaging in single customer view
• Inbound WhatsApp business calling

Employee productivity

• Agent Copilot knowledge configuration support

Open platform

• Greater outbound performance and platform enhancements for BYOC Cloud

Self service and automation

• Introducing Knowledge Fabric

Workforce engagement

• Granular access control for gamification using reporting hierarchy

Deprecations

• Deprecation: Administrator login using only user name and password