Genesys Cloud FedRAMP Region – quality management tag
List of the Genesys Cloud FedRAMP Region release notes that include the quality management release notes tag.
Customer engagement
- Attempt control enhancements
- Automatically end preview interactions after wrap-up
Employee productivity
- Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
- Queue ID attribute for embeddable framework click-to-dial
Open platform
- Locale-based date and time display
Workforce engagement
- Automated agent scoring in speech and text analytics programs
Deprecations
- Deprecation: agent assistance
Open Platform
- Updated regional feature deployment schedule now in effect
Account management
- AuthorizedClientIDs SAML attribute for SSO integrations
- Set default multi-factor authentication (MFA) device for multi-device users
Customer engagement
- Support for keyboard type in Apple Messages for Business forms
- Post-flow action in Architect message flows
- Customer intent taxonomy and agent visibility
- Automatically establish a persistent connection when an agent goes on-queue
- WebRTC idle media timeout
Employee productivity
- Genesys Tempo cross-week shift trading
- Accessibility improvements for conversation initiation
- Agent Copilot queue filters
Open platform
- WebRTC phone upgrade opt-in setting
- Seamless reconnections in AudioHook Monitor integrations
Workforce engagement
- Workforce management main forecast table view
- Real-time agreement rates in evaluation forms
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
- Update to regional feature deployment schedule effective January 2026
Customer engagement
- Messenger support for list picker
- Agent greetings for ACD voice
- No-cost digital user tracking
- Improved Messenger web tracking configuration
- Enhanced social media escalation to the agent desktop
Data, analytics, and reporting
- Set transcription dialects at the queue level for voice interactions
- Analytics agent status API routing status and presence data sort and filter
Employee productivity
- Answer incoming conversations directly from notifications
- Agent Copilot trigger events subscription
- Custom prompts in advanced summary configurations
- Agent-to-agent consult and warm transfer for messaging interactions
Workforce engagement
- Workforce management unavailable times flexible scheduling
- Updated built-in learning modules reflecting new navigation
- Increase the daily automated evaluation limit
- Manage agent auto-evaluation scoring rules through public APIs
- Dynamic user grouping with user management rules
- Workforce management business units increased route path capacity
- Improved workforce management scheduling constraints
Deprecations
- Deprecation: Genesys Cloud SSO certificate expiry
Employee productivity
- New unified navigation experience coming to Genesys Cloud
- Summary engagement insights on the Agent Copilot dashboard
Account management
- Manage user hire dates with SCIM APIs
- Refreshed integrations management interface
Customer engagement
- Configure up to 100 OpenID integrations for authenticated web messaging
- Voice note support for WhatsApp conversations
- Outbound voice events publish directly to AWS EventBridge
Data, analytics, and reporting
- Enhanced longest waiting and longest interacting metrics
- Duplicate an event card in Journey Management
- Review transcripts faster in interaction details
Open platform
- Updated Genesys Cloud desktop app icons
Workforce engagement
- Default answers for evaluation forms
Employee productivity
- Multi contextual panels
- Call forwarding enhancements with group search functionality
Account management
- Audit SAML authentications
- Increased SSO integrations allowance per identity provider
Customer engagement
- Enable or disable Last Agent Routing for digital conversations
- Messenger individual application provisioning and configuration redesign
- Introducing Genesys Cloud Social
- Genesys Cloud Open Messaging supports custom social network connectors
- Genesys Cloud Social support for Instagram
- WhatsApp’s per message pricing update
Workforce engagement
- Policy-based station-side call recording
- Evaluation data access via consolidated reporting views
- Extended workforce management time-off submission window and management unit fixed date settings
- Workforce management capacity planning
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification