List of the Genesys Cloud FedRAMP Region release notes that include the gamification & performance management release notes tag.
Customer engagement
- Benefit assessments for predictive routing-enabled queues
- Architect flow validator
- WhatsApp username and identity resolution support
- Enhanced predictive routing visibility in the Queues view
- WhatsApp video carousel templates
- WhatsApp embedded signup v4 support
- Improved HTTP response handling for Architect data actions
Data, analytics, and reporting
- Move event cards on the Journey Analyzer canvas
- Attribute-based access control for transcripts
Open platform
- Bring Your Own Interaction support for FedRAMP
- CX Cloud auto-answer for interactions
- Call forwarding for CX Cloud from Salesforce
Self service and automation
- Improved filter condition creation for triggers
Workforce engagement
- Reports To as a permission condition for recording access
- Attribute-based access control for recordings
- Improved forecasting accuracy for non-seasonal time series
- Work plan and work plan rotation limit increases
- Import external forecasts for capacity planning
- Enhanced direction filtering for gamification metrics
- Attribute-based access control for quality management evaluations and surveys
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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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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
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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
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