List of the Genesys Cloud FedRAMP Region release notes that include the voice release notes tag.
Account management
- Add login hint to OAuth client URLs
- Assign divisions to ACD skills
Customer engagement
- Detect and mask explicit images in social listening posts
Data, analytics, and reporting
- Expanded External Contacts export support
- Journey Management data export for BI tools
Open platform
- Multiple concurrent Genesys applications per user
- Data Actions support for Google Cloud Run Functions (v2)
Self service and automation
- Customize virtual agent interaction summaries
Workforce engagement
- Import decision metrics for workforce management
- Time-based filtering for opportunities and enrollments
Deprecations
- Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1
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Customer engagement
- Support for ACD skill expression filters
- Access to email header fields
- Expanded free-text response limit for web and voice surveys
- Message flows for public and private social messages
Data, analytics, and reporting
- Email alerts now include queue and agent names
Employee productivity
- Summaries for long interactions in Agent Copilot
- Control download access for voicemail recordings
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Open platform
- Multiple concurrent Genesys applications per user
Self service and automation
- Guides support richer variable types and internal scoped variables
Self Service and Automation
- Connection management for knowledge fabric
Workforce Engagement
- User Home workspace in Genesys Cloud Home
- Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
Workforce engagement
- Agent Activity widgets available in Home
- Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Deprecations
- Deprecation: Token Implicit Grant for OAuth clients
- Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs
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Customer engagement
- Use workitem expiry date as an automation milestone in Work Automation
- Contact Management UI enhancements
- Precise Dialing mode (Progressive mode with agent reservation)
- Single customer view: Customer journey support for cases, tasks, and workitems
- New metric displays for monitoring BYOC Premises edge and trunk status
Data, analytics, and reporting
- Journey Management improves support for ad-hoc journey analysis
- Improved identity resolution for Genesys Cloud web event and mobile app event tracking
Employee productivity
- Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC
Workforce engagement
- 15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
- Snippet recording for ACD calls
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Customer engagement
- New commercial model for Work Automation tasks and workitems
- Genesys Cloud introduces Case management
- Poly/HP Edge B Series managed phones available in Genesys Cloud
- Message parking for Genesys Cloud
- Improved diagnostics for outbound voice campaigns
Data, analytics, and reporting
- Ingest external events through APIs for External Contacts
Employee productivity
- Support for Poly Trio C60 conference phone as a Genesys managed phone
- Extended markdown in messaging channels
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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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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
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