Genesys Cloud FedRAMP region – August 18, 2025

Paneles multicontexto

Esta función permite a los agentes mostrar varios paneles contextuales simultáneamente para centrarse de forma más eficaz en las conversaciones con los clientes con todo el contexto visible de un vistazo.

Increased DTMF input limit in Architect flows

Administrators can now configure the Collect Input action in Genesys Cloud Architect to accept up to 40 DTMF digits, an increase from the previous limit of 32. This enhancement gives flow authors more flexibility when designing IVR (Interactive Voice Response) experiences that require longer numeric inputs; for example, extended account numbers, international identifiers, or card details. System validation and integrity controls continue to apply, ensuring reliable input collection even at the increased limit.

Outbound division-aware campaign schedules

Administrators can now assign permissions that allow users to manage campaign schedules only within specific divisions. Agents can view and edit schedules for the divisions they have access to, helping reduce cross-divisional changes and supporting better separation between business units. This update improves control and visibility, especially in larger environments where multiple business units use the same scheduling tools.

WhatsApp outbound campaigns pre- and post-contact triggers

Administrators can now configure pre-contact and post-contact triggers for outbound WhatsApp campaigns. Genesys Cloud emits Kafka events before and after processing each campaign message, allowing Architect workflows to automate tasks such as compliance checks, message enrichment, or follow-up actions. This update helps administrators manage WhatsApp campaigns with the automation and control already available for SMS and email campaigns, supporting more consistent processes across digital outreach channels.

Outbound power and predictive campaigns sort by priority in skills-based dialing 

Administrators can now configure power and predictive campaigns with skills-based dialing to sort contact records by priority. This enhancement ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Genesys Cloud delivers contacts in order of priority across all skill groups, creating a more predictable and efficient dialing process. The ability to sort by priority improves campaign performance by ensuring that top-priority contacts are presented to agents first and is beneficial for organizations with multi-skilled agents and time-sensitive outreach goals.

Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Sensitive data masking support in chat and messaging transcripts is now available for French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), Swiss Germany (de-CH), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-BR), and Spanish Spain (es-ES) and Spanish United States (es-US) languages.

Segment filtering suppression on knowledge articles for Agent Copilot

Administrators can now use an API setting to suppress segment-based filtering on knowledge bases (KBs) used in Agent Copilot. This process allows administrators to use a single knowledge base across multiple touchpoints without duplicating content or maintaining separate KBs. This update helps improve consistency and reduce administrative effort. When enabled via API, Agent Copilot bypasses segment filtering on knowledge content, allowing automatic suggestions, manual search, autocomplete, answer highlighting, and AI-generated responses to surface relevant articles regardless of assigned segments. The API setting is available through the PATCH /api/v2/assistants/{assistantId} endpoint under knowledgeSuggestionConfig in the Developer Center.

Mejora de la sincronización de mensajes leídos y no leídos del chat de Collaborate

Los usuarios de Genesys Cloud ahora se benefician de la sincronización del lado del servidor de los mensajes leídos y no leídos a través de Collaborate en móvil, escritorio y web. Esta mejora garantiza un estado coherente de los mensajes en todas las plataformas y resuelve problemas anteriores, entre ellos:

• Los indicadores de no leído desaparecen tras una actualización
• Eliminación inesperada de las notificaciones del chat de grupo
• Mensajes perdidos no leídos

Los mensajes leídos en Collaborate móvil ahora se sincronizan automáticamente con la experiencia de escritorio y web. Los indicadores de mensajes no leídos también persisten de forma fiable después de actualizar la aplicación, lo que proporciona una experiencia de mensajería más fluida. Después de esta actualización, los usuarios pueden notar el siguiente comportamiento:

• Aumento temporal de salas sin leer. Este comportamiento se resuelve después de abrir cada habitación.
• Mensajes marcados como leídos sólo cuando la sala se carga completamente. Cambiar rápidamente de sala o pulsar la tecla Esc puede dejar visibles los indicadores no leídos hasta que se vuelva a entrar en la sala.

Para garantizar la plena funcionalidad de sincronización, Genesys recomienda que las organizaciones actualicen a las últimas versiones de las aplicaciones Collaborate:

• iOS: 2025.10217.0
• Android: 20250611.131
• De sobremesa: Última versión disponible

Workforce management shift trades external activities support

Administrators can now configure shift trade rules that allow agents to trade shifts even when external activities assigned by coaching, learning, or activity plans are present. These rules keep the external activity assigned to the original agent at the original time. This update helps increase shift trading flexibility for agents while preserving the integrity of activities assigned by coaching, learning, or activity plans.

AI scoring for evaluations

Administrators can now enable AI Scoring for evaluations. This update allows organizations hosted in that region to use automated quality evaluations without transferring data outside their compliance boundaries. AI Scoring supports up to 50 evaluations per agent per day, helping supervisors and QA teams gain broader insight into agent performance and scale coaching efforts efficiently. This change supports operational goals such as improved evaluation coverage and reduced manual QA workloads, while meeting regulatory and privacy requirements specific to FedRAMP-hosted environments.