Genesys Cloud FedRAMP Region – work automation tag
List of the Genesys Cloud FedRAMP Region release notes that include the work automation release notes tag.
Customer engagement
- Workitem history view
Data, analytics, and reporting
- Segment-level agent activity events available in EventBridge
- Manage conversation attribute schemas in Genesys Cloud
Employee productivity
- View and compare performance data for Agent Copilot-enabled agents
- Updated persistent connection indicator in the navigation top bar
Self service and automation
- Speech and DTMF Input Mode Variable Tracking in Architect
Customer engagement
- Use workitem expiry date as an automation milestone in Work Automation
- Contact Management UI enhancements
- Precise Dialing mode (Progressive mode with agent reservation)
- Single customer view: Customer journey support for cases, tasks, and workitems
- New metric displays for monitoring BYOC Premises edge and trunk status
Data, analytics, and reporting
- Journey Management improves support for ad-hoc journey analysis
- Improved identity resolution for Genesys Cloud web event and mobile app event tracking
Employee productivity
- Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC
Workforce engagement
- 15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
- Snippet recording for ACD calls
Customer engagement
- New commercial model for Work Automation tasks and workitems
- Genesys Cloud introduces Case management
- Poly/HP Edge B Series managed phones available in Genesys Cloud
- Message parking for Genesys Cloud
- Improved diagnostics for outbound voice campaigns
Data, analytics, and reporting
- Ingest external events through APIs for External Contacts
Employee productivity
- Support for Poly Trio C60 conference phone as a Genesys managed phone
- Extended markdown in messaging channels
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
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
- Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
- BYOC Premises Edge devices in Edges list view
Customer engagement
- Social direct messages, social post injections, and social post responses allowance increase per AI token
- Create rules based on workitem creation date
- Generate web survey links on demand with an API
Employee productivity
- Domain allow list for emails
- Summaries for consult transfers for Agent Copilot
Workforce engagement
- API to List Past Recognitions
- Reply-To field in email transcripts
- Long-term forecast and schedule generation up to 104 weeks
- Granular evaluation metrics in the Evaluation Aggregate API
Open Platform
- Updated regional feature deployment schedule now in effect
Customer engagement
- Outbound limit alerts for voice campaigns in the Operations Console
- Set post-call actions for voice calls using public APIs
Employee productivity
- Conditional access policy support for Microsoft Entra ID
- Send group voicemail notifications to the group email address
Workforce engagement
- Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration
Employee productivity
- Multi contextual panels
- Customizable summaries in AI Studio
Customer engagement
- WhatsApp outbound campaign schedules
- Profile panel support for workitems
- Conditional group activation based on real-time metrics
Data, analytics, and reporting
- Improved native voice transcription for English
Open platform
- Microsoft Dynamics 365 data actions integration new credential type
Self service and automation
- Enhanced knowledge suggestions in Genesys Agent Copilot
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification