Genesys Cloud FedRAMP Region Release notes
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
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Customer engagement
- Filter knowledge portal results by article labels
- Pagination for web deployment list APIs
- Increased limits for Messenger configuration and deployment counts
Self service and automation
- Bring Your Own Technology (BYOT) ASR engines in Architect bot flows
Deprecations
- Deprecation: Administrator login using only username and password
- Deprecation: Billing APIs and UI components update
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Account management
- Improved Operational Console user interface
Data, analytics, and reporting
- New PATCH API endpoint for external contacts
Employee productivity
- Secure pause available on all call types, not just ACD calls
- Pin messages in Collaborate chat for quick reference on mobile
Self service and automation
- API endpoints for uploading knowledge files using custom integrations
- Decision rules priority setting
Workforce engagement
- Average alert time metric for Gamification Profiles
- View evaluation scores in the interaction detail quality summary
Deprecations and announcements
- Deprecation: Token Implicit Grant for OAuth clients
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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
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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
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