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Genesys Cloud FedRAMP Region Release notes

Click here to view Genesys Cloud release schedule, upcoming features, UI and platform updates, and diagnostic logsClick to expand

Genesys Cloud FedRAMP region – September 21, 2026Click to collapse

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

Genesys Cloud FedRAMP region – September 14, 2026Click to expand

Genesys Cloud FedRAMP region – September 7, 2026Click to expand

Data, analytics, and reporting

Enhanced dictionary management for Genesys Cloud native transcription

Employee productivity

Granular ACD voicemail permissions

Open platform

ACD voicemail routing for CX Cloud from Genesys and Salesforce
Granular configuration for AudioHook streams
Support for CCX firmware version 9.3
Genesys TTS Connector for third-party TTS engines

Self service and automation

Enhanced AVA utterance history with turn-level triage metadata
Knowledge optimizer dashboard enhancements
Decision table version history and rollback

Genesys Cloud FedRAMP region – August 31, 2026Click to expand

Account management

People and permissions user interface refresh
Division awareness for canned responses
Control access to Genesys Cloud with Attribute-Based Access Control (ABAC)

Customer engagement

Contact list and record retention
Native Architect actions for customer intent
Architect users can update external contacts using a native action in voice, inbound message and email flows
Dynamic template selection for outbound digital campaigns
Canned responses support file attachments

Data, analytics, and reporting

Analytics Aggregates API now returns only filter-matching groupings
Dashboard ownership transfer

Employee productivity

Intent miner Swiss German language support

Open platform

Genesys TTS Connector in secure call flows

Self service and automation

Turn-level metadata in the Bot Flow Reporting Turns API
Updated AI models for knowledge answer generation and highlighting
Architect native actions for conversation attributes
Transition to the latest agentic virtual agent model

Deprecations

Deprecation: Genesys Cloud Login web app can no longer be embedded in an iframe
Deprecation: Model for agentic virtual agents

Genesys Cloud FedRAMP region – August 24, 2026Click to expand

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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