List of the Genesys Cloud FedRAMP Region release notes that include the routing 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
- People and permissions user interface refresh
Customer engagement
- Requesting Off Queue presence status
- Sort workitems by custom attributes
- Monitor and respond to non-owned Facebook pages
Data, analytics, and reporting
- Agentic Virtual Agent turn details in Journey Management
Open platform
- Telephony administrators can now self-enable Japanese language models
Self service and automation
- Knowledge Fabric file browser for uploaded documents
Workforce engagement
- Control agent shift visibility in schedules
Deprecations and announcements
- Deprecation: BYOC Cloud TLS Ciphers
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Customer engagement
- Apple Messages for Business invitations
- Custom attributes in workitem list columns
- Deterministic auto-merge for duplicate contacts
Data, analytics, and reporting
- Performance views data table now supports resizing, horizontal scrolling, and accessibility improvements
Open platform
- Genesys Enhanced TTS now includes Amazon Polly Neural voices
Workforce engagement
- Agent adherence adjustments
- Time-off management UI updates
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Customer engagement
- Participant names and avatars in Mobile Messenger
- ACD skill expression performance view and interaction columns
Workforce engagement
- Live screen monitoring for agent supervision
- System-detected historical forecast outliers
- AI scoring support for Genesys Cloud CX2 with AI tokens
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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
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Account management
- Configure inactivity timeout redirect behavior for SSO
- Restrict OAuth client credential grants by IP address range
Customer engagement
- Organization-level agent evaluation rate limiting for routing assignments
Data, analytics, and reporting
- Journey Management charts support for numeric attributes
- Semantic topic spotting for topic configuration
- Broaden Journey Management perspective with external data source API
Employee productivity
- Update user menu in the new Genesys Cloud navigation
- Exact match in Agent Copilot checklists
- Agents can view and complete multiple Agent Copilot checklists during an interaction
Workforce engagement
- Increase the granularity of time off limits to 15 minutes, by agent
- Expanded employee inclusion rules for activity plans
- Editable activity plans for greater flexibility
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Customer engagement
- Rate limiting for agent evaluations during best-skills routing
Employee productivity
- Intraday metrics and simultaneous media type views on Insights mobile app
- Blocked days and manual approval days in Tempo time-off requests
Open platform
- Genesys Cloud Voice supports international dialing prefix restrictions
- OAuth client credentials support for Salesforce data actions
Workforce engagement
- Sync manual schedule edits with Activity Plan occurrences
- Schedule Set bidding
- Increased maximum work plan activity time from shift end
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