Genesys Cloud FedRAMP Region – August 3, 2026
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.
Simplified permissions view with updated Select All controls
Administrators can now use a simplified, flattened permissions view with domain headers to manage roles and permissions more efficiently. This update replaces the hierarchical layout with a more intuitive design and includes updated Select All controls at the domain and entity levels. Administrators can also export the selected permissions to a CSV file by using the new export button. This change improves the overall user experience and reduces administrative overhead when managing large numbers of permissions.
Social media follower count and verified status
Administrators and agents can now view social media follower count and verified status in social listening posts, social listening and performance filters, drill-down views, and the agent desktop. Administrators can also use these attributes as criteria in social escalation rules to help prioritize interactions based on a user's social media profile.
Improved accuracy and reliability of date-time picker
Administrators and analysts can now specify both the date and time when selecting a date range in Journey Management. This enhancement provides greater precision when defining the customer activity to analyze and displays the selected time range using the user's local time zone.
Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode
AVA administrators can now view additional AVA debugging details in Architect Execution History and Replay mode, including ordered tool invocations and each tool call’s latency and outcome status (success, timeout, error, or blocked). AVA administrators can also view the exit type and exit reason for LAM-based AVA segments to help determine why an interaction was contained, handed off, or escalated.
Customizable activity code colors
Workforce management administrators can now customize the background and font colors for activity codes. This feature helps create a consistent visual representation of activities, making schedules easier for administrators and agents to understand at a glance.
Enhanced screen recording playback
Supervisors and evaluators can now use new playback and navigation tools to review screen recordings. These tools allow users to adjust playback speed, zoom in on specific screen areas, and pan across the screen while maintaining visual clarity. This enhancement helps improve efficiency when reviewing recordings and inspecting on-screen details.
Note:
- Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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