List of the Genesys Cloud FedRAMP Region release notes that include the scheduling 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
- Agent reservation for customer-first callbacks
- Workitem analytics views: Improved accuracy of Answered metric
Data, analytics, and reporting
- Journey Management multi-metric charts
- Journey Management effort score dashboard
Employee productivity
- Agent Copilot email thread summarization
- SMS interactions in the Genesys Cloud Associate app
- Voicemail transcriptions for personal and group voicemails
Self service and automation
- AVA enhanced knowledge configuration for linking dependent variables
- AI Studio supports preconditions for tool inputs
Workforce engagement
- Add notes to shift trade requests
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Customer engagement
- Planned network maintenance for Genesys Cloud Autonomous System Numbers
- BYOC Cloud support for inbound SIP digest authentication
- Facebook engagement metrics in social listening
- Enhanced workitem preview
- Concurrent call-session org metrics
Data, analytics, and reporting
- Event details panel in Journey Management
- Improved bulk metric exports in Analytics Performance Views
- Copilot panel and chart expansion in journey management
- Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant
Employee productivity
- Configurable interaction deallocation period for Embeddable Framework
- Test agent checklists during configuration
- Get step-by-step guidance with Copilot to manage and configure Genesys Cloud
- Perform multi-step user management tasks with Copilot — from onboarding to permissions and skill assignments.
- Enhance employee productivity with Copilot
- AI-powered audit assistant for change insights
- Bulk user operations for Genesys Cloud Copilot
- Genesys Cloud Copilot usage analytics dashboard
- Copilot AI agent configuration in AI Studio
- Copilot for work automation
- Free and unreported utility actions for Genesys Cloud Copilot
- Structured data cards and lists in Genesys Cloud Copilot
- Agent Recognition Assistant AI Agent
- Work Teams Assistant AI Agent
- WFM Time Off Assistant AI agent
- Static actions on Copilot home screen for faster onboarding
Open platform
- Object dependency tracking for integrations
Self service and automation
- Configurable stages in case plans
Workforce engagement
- Support for automated evaluation attribution in analytics views
- Increased limit for agent scoring rules per program
- Restore quick filters and date navigation for time-off requests
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Customer engagement
- External contact favorites
Data, analytics, and reporting
- View external event schemas and configurations
- Custom conversation attributes native actions in Architect bot flows
Employee productivity
- Screen recording support for ChromeOS
Open platform
- CX Cloud auto-answer for interactions
- Inbox enhancements to manage group voicemails
Workforce engagement
- Flexible meal and break times for agents
- Update unavailable times on behalf of an agent
Deprecations
- Deprecation: Model for agentic virtual agents
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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
- Agentless outbound notifications for web and mobile messaging
- Web survey invitation send time configuration for digital interactions
- AI-generated summaries for linked case interactions
- Centralized case management view for supervisors and case managers
Data, analytics, and reporting
- Dark and light mode theme options for Analytics Performance dashboards
Self service and automation
- Monitor LAM-based agentic virtual agents in the VA Performance dashboard
- Navigate to utterance timestamps in call recordings within bot flows
Workforce engagement
- Workforce management administrator module date and time enhanced localization
- Agent State API enhancements
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