Genesys Cloud FedRAMP Region – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until August 10, 2026. The feature descriptions in the August 10, 2026 Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Administrators can now configure participant names and avatars for agents and bots in Mobile Messenger. This feature helps customers clearly identify whether they are interacting with an agent or a bot, providing a more consistent and transparent messaging experience. If names or avatars are not configured, Mobile Messenger displays initials or default icons.
ACD skill expression performance view and interaction columns
Administrators can now use the new ACD Skill Expression Performance view to analyze ACD skill expression performance. This release also adds the following columns to existing interaction views:
Most recent skill expression applied to an interaction.
Number of agents that matched the most recent skill expression.
Number of times the skill expression changed during an interaction waiting in the queue.
These additions provide greater visibility into how ACD skill expressions influence routing decisions and help administrators analyze routing behavior.
Supervisors can now monitor an agent's desktop in real time while the agent handles ACD interactions. Screen monitoring can be used alongside voice and digital monitoring, providing additional context about agent activity during customer interactions. This feature supports multi-monitor environments and requires Genesys Cloud Background Assistant (GCBA) version 1.7.468 or later.
Administrators and workforce planners can now view system-detected historical outliers in forecast charts, tables, and the Outlier table. This feature displays both actual and normalized values, providing greater visibility into how historical data is prepared for forecasting and helping users better understand forecast inputs.
AI scoring support for Genesys Cloud CX2 with AI tokens
Administrators can now enable AI scoring in Genesys Cloud CX2 environments that include the Speech and Text Analytics (STA) Add-on and AI tokens. This update allows organizations to use AI scoring models, such as sentiment, compliance, and soft skills, to automatically evaluate contact center interactions without requiring a Genesys Cloud CX3 license.