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 April 13, 2026. The feature descriptions in the April 13, 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.
Web Messaging – Configurable guest session duration
Administrators can now customize the duration of the Web Messaging sessions, selecting timeouts from 15 minutes up to 18 months to better align message retention with business and compliance needs. This flexibility helps to ensure that organizations can support both short-lived, anonymous chats and longer, persistent conversations, while maintaining GDPR compliance. Session expiration notifications are displayed to users in real time, and message history is retained according to the configured session duration.
Async aggregate API endpoint
Administrators can now use the Async Aggregate API endpoint to run high-volume queries for large data sets, and wider date spans without splitting requests into smaller chunks. This new endpoint provides a request-and-wait style method for querying aggregate metric data. Users submit requests using the same input contract as the existing aggregate endpoint, but instead of retrieving results immediately, the request is queued and results are available once processing completes.
STA and WEM Add On licensing now based on permissions
Administrators can now control Speech and Text Analytics (STA) and Workforce Engagement Management (WEM) Add On licensing by assigning explicit permissions to users. This change decouples transcription usage from STA and WEM Add On billing, allowing transcription to be billed independently on a per-minute basis. This update helps to ensure that only users with the appropriate permissions are billed for STA and WEM Add Ons, providing greater flexibility and cost control for organizations.
WFM Time Off Assistant AI agent
Supervisors and administrators can now use the WFM Time Off Assistant AI agent to list, approve, and reject pending time off requests, as well as view limits and balances for agents within Genesys Cloud. This AI-driven feature streamlines time off management by enabling conversational interactions and automating common tasks. The assistant is designed to securely handle sensitive employee data.
Agent Recognition Assistant AI Agent
Supervisors can now use the Agent Recognition Assistant AI Agent to quickly create and retrieve recognitions for agents using conversational prompts, without navigating multiple UI screens. This feature leverages the Employee Engagement – Recognitions API to streamline recognition workflows, standardize entries, and provide inline validation and confirmation. The assistant helps reduce clicks and context switching, making it easier to acknowledge agent achievements and reference prior recognitions during coaching or 1:1 sessions.
Work Teams Assistant AI Agent
Supervisors and administrators can now use the Work Teams Assistant AI Agent to create, search, edit, and manage work teams using natural language commands. Users can add or move team members and update team details through the assistant interface. Guided validations and confirmations are included during team management actions.
Updated persistent connection indicator in the navigation top bar
Genesys Cloud users can now see an updated connection indicator in the navigation bar that displays WebRTC connectivity, phone selection, and call status using color-coded icons. The indicator reflects states such as active calls, forwarded status, and offline availability. This update makes it easier to understand call readiness at a glance and reduces visual distraction compared to the previous animation.
View and compare performance data for Agent Copilot-enabled agents
Administrators can now view Agent Copilot Performance dashboard metrics that reflect only agents with Agent Copilot assigned when filtering by queue. Metrics are calculated based on whether agents have Agent Copilot enabled, allowing accurate comparison between agents with and without Agent Copilot. UI messaging and tooltips have also been updated to clarify the purpose of the Queue and Comparison Queue selections.
Hindi language support
User interface support in Genesys Cloud is now available for Hindi India (hi-IN).
Speech and DTMF Input Mode Variable Tracking in Architect
Administrators can now track how customers enter data—by speech (ASR) or DTMF—in Architect call and bot flows using a new flow variable. This update provides better visibility into input methods and helps teams identify when speech is not recognized, as well as how often customers retry or switch between input modes. The new variable is available for use in real-time flow logic. This enhancement helps improve bot and menu tuning, supports data-driven design decisions, and reduces blind spots in understanding customer interactions.
Create scheduled triggers to automate workflows
Administrators can now create scheduled triggers that automatically run workflows at defined intervals, such as hourly or daily. These triggers do not require inputs or pass data to the workflow. This feature enables consistent automation without manual intervention. For more information, see the Create a scheduled trigger article.
Agreement rate visibility in evaluation form editor
Quality managers can now view the agreement rate for Agent Auto-Complete evaluation forms directly within the form editor. This enhancement shows how closely AI-suggested answers align with human evaluations for the last published version of the form and includes a link to a read-only view of that version. These improvements help quality managers make informed updates to evaluation forms without leaving the edit workflow.
Increased planning group and staffing group limits in capacity planning
Administrators can now configure capacity plans with more planning group and staffing group associations in Capacity Planning. Previously, capacity plans supported up to 10 planning groups and 10 staffing groups. With this update, planners can model more complex operational structures within a single capacity plan and filter planning and staffing groups at the association level to focus on the most relevant parts of the plan. The increased limits are not applied automatically. Organizations that require higher limits must request an increase through Outer Limits.
Work Team as a permission condition in recording access control
Administrators can now control access to interaction recordings by applying Work Team as a permission condition. This enhancement enables users to play back only recordings or recording segments involving members of their assigned work teams, simplifying permission configurations that previously relied on user and queue conditions. It provides a more intuitive way to manage recording access for groups of users.
Permission conditions for screen recording access control
Administrators can now configure permission conditions to control access to screen recordings. This enhancement aligns screen recording access with existing interaction recording controls, enabling administrators to apply the same permission conditions to both. Agents are no longer automatically granted access to their own screen recordings; administrators can now explicitly grant or restrict this access using configurable permission conditions.
[NEXT] Was this article helpful?
Get user feedback about articles.