Genesys Cloud FedRAMP Region – Customer engagement category
List of the Genesys Cloud FedRAMP Region release notes that include Customer engagement updates.
Customer engagement
- Benefit assessments for predictive routing-enabled queues
- Architect flow validator
- WhatsApp username and identity resolution support
- Enhanced predictive routing visibility in the Queues view
- WhatsApp video carousel templates
- WhatsApp embedded signup v4 support
- Improved HTTP response handling for Architect data actions
Data, analytics, and reporting
- Move event cards on the Journey Analyzer canvas
- Attribute-based access control for transcripts
Open platform
- Bring Your Own Interaction support for FedRAMP
- CX Cloud auto-answer for interactions
- Call forwarding for CX Cloud from Salesforce
Self service and automation
- Improved filter condition creation for triggers
Workforce engagement
- Reports To as a permission condition for recording access
- Attribute-based access control for recordings
- Improved forecasting accuracy for non-seasonal time series
- Work plan and work plan rotation limit increases
- Import external forecasts for capacity planning
- Enhanced direction filtering for gamification metrics
- Attribute-based access control for quality management evaluations and surveys
Account management
- People and permissions user interface refresh
Customer engagement
- Requesting Off Queue presence status
- Sort workitems by custom attributes
- Monitor and respond to non-owned Facebook pages
Data, analytics, and reporting
- Agentic Virtual Agent turn details in Journey Management
Open platform
- Telephony administrators can now self-enable Japanese language models
Self service and automation
- Knowledge Fabric file browser for uploaded documents
Workforce engagement
- Control agent shift visibility in schedules
Deprecations and announcements
- Deprecation: BYOC Cloud TLS Ciphers
Customer engagement
- Agent reservation for customer-first callbacks
- Workitem analytics views: Improved accuracy of Answered metric
Data, analytics, and reporting
- Journey Management multi-metric charts
- Journey Management effort score dashboard
Employee productivity
- Agent Copilot email thread summarization
- SMS interactions in the Genesys Cloud Associate app
- Voicemail transcriptions for personal and group voicemails
Self service and automation
- AVA enhanced knowledge configuration for linking dependent variables
- AI Studio supports preconditions for tool inputs
Workforce engagement
- Add notes to shift trade requests
Customer engagement
- Planned network maintenance for Genesys Cloud Autonomous System Numbers
- BYOC Cloud support for inbound SIP digest authentication
- Facebook engagement metrics in social listening
- Enhanced workitem preview
- Concurrent call-session org metrics
Data, analytics, and reporting
- Event details panel in Journey Management
- Improved bulk metric exports in Analytics Performance Views
- Copilot panel and chart expansion in journey management
- Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant
Employee productivity
- Configurable interaction deallocation period for Embeddable Framework
- Test agent checklists during configuration
- Get step-by-step guidance with Copilot to manage and configure Genesys Cloud
- Perform multi-step user management tasks with Copilot — from onboarding to permissions and skill assignments.
- Enhance employee productivity with Copilot
- AI-powered audit assistant for change insights
- Bulk user operations for Genesys Cloud Copilot
- Genesys Cloud Copilot usage analytics dashboard
- Copilot AI agent configuration in AI Studio
- Copilot for work automation
- Free and unreported utility actions for Genesys Cloud Copilot
- Structured data cards and lists in Genesys Cloud Copilot
- Agent Recognition Assistant AI Agent
- Work Teams Assistant AI Agent
- WFM Time Off Assistant AI agent
- Static actions on Copilot home screen for faster onboarding
Open platform
- Object dependency tracking for integrations
Self service and automation
- Configurable stages in case plans
Workforce engagement
- Support for automated evaluation attribution in analytics views
- Increased limit for agent scoring rules per program
- Restore quick filters and date navigation for time-off requests
Customer engagement
- External contact favorites
Data, analytics, and reporting
- View external event schemas and configurations
- Custom conversation attributes native actions in Architect bot flows
Employee productivity
- Screen recording support for ChromeOS
Open platform
- CX Cloud auto-answer for interactions
- Inbox enhancements to manage group voicemails
Workforce engagement
- Flexible meal and break times for agents
- Update unavailable times on behalf of an agent
Deprecations
- Deprecation: Model for agentic virtual agents
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
Customer engagement
- AI-powered outbound campaign summarization and diagnostics
- Contact list and record retention
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
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
Account management
- Universal Logout for linked clients
Data, analytics, and reporting
- Reprocess interactions with updated topics on demand through UI
- Reprocess historical interactions with speech and text analytics
Employee productivity
- Accessibility improvements in script editor
- Third-party application responses in Genesys Agent Copilot
- Filters and metrics in the Agent Copilot Performance dashboard
- Associate mobile voice experience enhancements
Open platform
- Enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice
Self service and automation
- Agentic Virtual Agents deterministic conditioning for tool output values
Customer engagement
- Participant names and avatars in Mobile Messenger
- ACD skill expression performance view and interaction columns
Workforce engagement
- Live screen monitoring for agent supervision
- System-detected historical forecast outliers
- AI scoring support for Genesys Cloud CX2 with AI tokens
Account management
- Simplified permissions view with updated Select All controls
Customer engagement
- Social media follower count and verified status
Data, analytics, and reporting
- Improved accuracy and reliability of date-time picker
Self service and automation
- Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode
Workforce engagement
- Customizable activity code colors
- Enhanced screen recording playback
Account management
- Add login hint to OAuth client URLs
- Assign divisions to ACD skills
Customer engagement
- Detect and mask explicit images in social listening posts
Data, analytics, and reporting
- Expanded External Contacts export support
- Journey Management data export for BI tools
Open platform
- Multiple concurrent Genesys applications per user
- Data Actions support for Google Cloud Run Functions (v2)
Self service and automation
- Customize virtual agent interaction summaries
Workforce engagement
- Import decision metrics for workforce management
- Time-based filtering for opportunities and enrollments
Deprecations
- Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1
Customer engagement
- Configurable answering machine detection and silent call timeouts
- Issue a secure pause when all internal participants leave a conference call
Data, analytics, and reporting
- External event administration for Journey Management
Employee productivity
- Intent health insights for Agent Copilot
Open platform
- Polish language support in Architect
Customer engagement
- Profile Panel improvements for contact actions
- Messenger customizable launcher button
Data, analytics, and reporting
- Journey Management: Removal of event overage charges
- Removal of transcription confidence threshold configuration
Employee productivity
- Agent Copilot enhanced conversational understanding for knowledge searches
Open platform
- Genesys TTS Connector general availability
Self service and automation
- LAM-powered Agentic Virtual Agents in AI Studio
- Preserve tracking IDs in Architect flow YAML export and import
- Knowledge Fabric support for Czech and Hungarian
- Architect flows: Dynamic terminating character configuration
- Knowledge Fabric configuration preview improvements
Customer engagement
- Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
- Messenger input forms for digital bot flows
- Rate limiting for conversation assignment
- Caller ID inheritance for agent-created customer first callbacks
- Case record comments
Data, analytics, and reporting
- Program-level sentiment and empathy analysis controls
- Increased dictionary terms limit for native transcription
- Improved native transcription accuracy for English dialects and specialized domains
- Sentiment Feedback user interface modernization
- Speech and Text Analytics configuration UI modernization
- Unified and scalable Genesys Cloud CX conversation data extraction
Employee productivity
- Call Session Service rollout for eligible organizations
- Associate mobile app rebrand and user experience refresh
Self service and automation
- Dark mode support and user interface update for Architect
- Improved Knowledge answers in Agent Copilot and Virtual Agent
Workforce engagement
- Work team-level access control for time-off requests
- Live screen monitoring for agent supervision
- Delete activity plans and future occurrences
Customer engagement
- Engagement source tagging for open messaging
- Inline image rendering for X direct messages
- Campaign health view enhancements
- WhatsApp template messages now support image carousels
Data, analytics, and reporting
- Styling and pagination improvements for Analytics dashboards and Performance views
- PATCH endpoints for external organizations, relationships, and notes
Employee productivity
- Supervisor takeover for active messaging conversations
- Agents can create summaries of interactions on-demand
Open platform
- Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)
Self service and automation
- Metadata-driven access control in knowledge fabric
- Knowledge fabric API synchronization and file management enhancements
Workforce engagement
- Start and end times for full-day time-off requests
Account management
- Configure inactivity timeout redirect behavior for SSO
- Restrict OAuth client credential grants by IP address range
Customer engagement
- Organization-level agent evaluation rate limiting for routing assignments
Data, analytics, and reporting
- Journey Management charts support for numeric attributes
- Semantic topic spotting for topic configuration
- Broaden Journey Management perspective with external data source API
Employee productivity
- Update user menu in the new Genesys Cloud navigation
- Exact match in Agent Copilot checklists
- Agents can view and complete multiple Agent Copilot checklists during an interaction
Workforce engagement
- Increase the granularity of time off limits to 15 minutes, by agent
- Expanded employee inclusion rules for activity plans
- Editable activity plans for greater flexibility
Customer engagement
- Rate limiting for agent evaluations during best-skills routing
Employee productivity
- Intraday metrics and simultaneous media type views on Insights mobile app
- Blocked days and manual approval days in Tempo time-off requests
Open platform
- Genesys Cloud Voice supports international dialing prefix restrictions
- OAuth client credentials support for Salesforce data actions
Workforce engagement
- Sync manual schedule edits with Activity Plan occurrences
- Schedule Set bidding
- Increased maximum work plan activity time from shift end
Customer engagement
- Caller ID inheritance for agent-created customer first callbacks
- Drill down from workitem dashboards to underlying workitems and agents
Data, analytics, and reporting
- Digital channel performance insights in Channel Insights dashboard
- Import Architect flows into Journey Management
Employee productivity
- Genesys Agent Copilot and Virtual Agent, and knowledge Filipino, Malay, Hebrew, and Greek language support
Self service and automation
- Decision tables now support import and export functionality
- List and validate uploaded documents with the knowledge fabric API
Workforce engagement
- View volume and AHT forecasts in capacity plans
- Time off request filtering, sorting, and sequential approval
- Expanded answer options for AI scoring questions
Deprecations
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain
Customer engagement
- Support for ACD skill expression filters
- Access to email header fields
- Expanded free-text response limit for web and voice surveys
- Message flows for public and private social messages
Data, analytics, and reporting
- Email alerts now include queue and agent names
Employee productivity
- Summaries for long interactions in Agent Copilot
- Control download access for voicemail recordings
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Open platform
- Multiple concurrent Genesys applications per user
Self service and automation
- Guides support richer variable types and internal scoped variables
Self Service and Automation
- Connection management for knowledge fabric
Workforce Engagement
- User Home workspace in Genesys Cloud Home
- Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
Workforce engagement
- Agent Activity widgets available in Home
- Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Deprecations
- Deprecation: Token Implicit Grant for OAuth clients
- Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs
Account management
- Group-based inactivity timeout
Customer engagement
- Support for multiple from email addresses per queue
- Warm invite participants to an ACD conference
- Operational Console support for Twitter/X integration monitoring
- Caseplan builder for Case Management
Open platform
- Dedicated IAM role for BYOT Amazon Polly integration
Self service and automation
- Voice processing prompts in bot flows
- View selected folders in knowledge fabric connected sources
Workforce engagement
- On-queue opportunities for workforce management
Account management
- Improved customer firewall requirements
Employee productivity
- Channel-less activity history for associate users
Deprecations
- Deprecation: Removal of Generic Webhooks integration for chat notification
Customer engagement
- DMARC monitoring for custom email domains
- Contactable time sets for outbound WhatsApp campaigns
Data, analytics, and reporting
- AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish
Employee productivity
- Queue-based outbound calling in Communicate mobile app
- Allow for opting in to the latest model for Agent Copilot summary generation
- Control download access for voicemail recordings
Self service and automation
- Increasing limits for social data ingestion and escalation
- Genesys native speech-to-text available as a bot transcription engine
- Bot users can skip a question when they don’t know the answer
- Generate guides from agent conversation transcripts
Deprecations
- Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement
Customer engagement
- Workitem history view
Data, analytics, and reporting
- Segment-level agent activity events available in EventBridge
- Manage conversation attribute schemas in Genesys Cloud
Employee productivity
- View and compare performance data for Agent Copilot-enabled agents
- Updated persistent connection indicator in the navigation top bar
Self service and automation
- Speech and DTMF Input Mode Variable Tracking in Architect
Customer engagement
- Web messaging – configurable guest session duration
Data, analytics, and reporting
- Async aggregate API endpoint
- STA and WEM add-on licensing now based on permissions
Open platform
- Hindi language support
Self service and automation
- Create scheduled triggers to automate workflows
Workforce engagement
- Agreement score visibility in evaluation form editor
- Increased planning group and staffing group limits in capacity planning
- Work team as a permission condition in recording access control
- Permission conditions for screen recording access control
Account management
- New permissions for managing phone associations
Customer engagement
- Agent ownership support for customer first callbacks
Data, analytics, and reporting
- Improved accessibility and usability for analytics performance views date picker
- Add dictionary terms to EVTS – Transcribe
Employee productivity
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
- Configure retention period for Genesys Agent Copilot summaries
- Genesys Agent Copilot expansion to social and digital messaging channels
Open platform
- Embedded Framework supports Group Name attribute for group ring calls
- Poly/HP ROVE Series managed phones available in Genesys Cloud
Workforce engagement
- Running Genesys Cloud Background Assistant (GCBA) with Windows service account
Customer engagement
- Share a single contact list across multiple active campaigns
Data, analytics, and reporting
- Improved transcription accuracy for native voice transcription
Employee productivity
- Enhanced digital metrics accuracy with auto-answer hold time tracking
- Updated pre-join experience in Genesys Cloud Video
Self service and automation
- Automated chat notifications within Architect workflows
Customer engagement
- Use workitem expiry date as an automation milestone in Work Automation
- Contact Management UI enhancements
- Precise Dialing mode (Progressive mode with agent reservation)
- Single customer view: Customer journey support for cases, tasks, and workitems
- New metric displays for monitoring BYOC Premises edge and trunk status
Data, analytics, and reporting
- Journey Management improves support for ad-hoc journey analysis
- Improved identity resolution for Genesys Cloud web event and mobile app event tracking
Employee productivity
- Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC
Workforce engagement
- 15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
- Snippet recording for ACD calls
Customer engagement
- New commercial model for Work Automation tasks and workitems
- Genesys Cloud introduces Case management
- Poly/HP Edge B Series managed phones available in Genesys Cloud
- Message parking for Genesys Cloud
- Improved diagnostics for outbound voice campaigns
Data, analytics, and reporting
- Ingest external events through APIs for External Contacts
Employee productivity
- Support for Poly Trio C60 conference phone as a Genesys managed phone
- Extended markdown in messaging channels
Customer engagement
- WhatsApp support for interactive rich link messages
- Public availability of the workitems Query Sync API
Data, analytics, and reporting
- Use AI to generate topic phrases
- Introducing Content Exploration view
- Charts user experience enhancements
- Add program filter to phrase testing in Topic Editor
- Topic miner support for Danish, Finnish, Norwegian and Swedish
- API-based dictionary management for EVTS with AWS Transcribe
Employee productivity
- Add standalone phones to groups for group ring
- Genesys Summarization Connector for Agent Copilot interaction summaries
Self service and automation
- Support for custom ASR dictionaries in bot flows
Workforce engagement
- Generate schedules using minimum coverage
- API to export continuous forecast data for external use
Customer engagement
- Filter knowledge portal results by article labels
- Pagination for web deployment list APIs
- Increased limits for Messenger configuration and deployment counts
Self service and automation
- Bring Your Own Technology (BYOT) ASR engines in Architect bot flows
Deprecations
- Deprecation: Administrator login using only username and password
- Deprecation: Billing APIs and UI components update
Contact Center
- Upcoming end of native support for select Google and Microsoft TTS voices
Customer engagement
- Attempt control enhancements
- Native Architect action for customer intent retrieval
- Improved Global Media Fabric responsiveness with regional caching of Architect prompts
- Enhanced outbound WhatsApp messaging performance
Data, analytics, and reporting
- Architect journey flows data limit visibility and guidance improvements
- Genesys Cloud conversation attribute API support
- Analytics Aggregate API Top N sorting
- Journey management insights with survey events and virtual agent filters
- Introducing Channel Insights dashboard
- Improved native voice transcription accuracy for Spanish dialects
- Improved native voice transcription accuracy for specific English dialects
Employee productivity
- Configure combined voice utilization for ACD and non-ACD calls
- Inbound ACD voice call support on Communicate mobile app
- Manage user presence in the Communicate mobile app
Workforce engagement
- Monthly view for capacity planning results
Customer engagement
- Predictive routing queues summary enhancements
- WhatsApp support for interactive list pickers in bot conversations
- Automatic sign-in for authenticated Messenger users
- Workitem Insights views for supervisors
Data, analytics, and reporting
- AI scoring model upgrade for natural-language evaluation questions
- Copilot panel and chart expansion for Journey Management
Employee productivity
- Extended markdown in messaging channels
- Configurable audio alert duration for agents
Self service and automation
- Use knowledge in AI Guides
- Genesys virtual agent support for knowledge fabric
Account management
- API for custom user attributes in user profiles
- Support for data filtering rules in outbound digital channels
Customer engagement
- Support for authenticated web messaging in single customer view
- Inbound WhatsApp business calling
Employee productivity
- Agent Copilot knowledge configuration support
Open platform
- Greater outbound performance and platform enhancements for BYOC Cloud
Self service and automation
- Introducing Knowledge Fabric
Workforce engagement
- Granular access control for gamification using reporting hierarchy
Deprecations
- Deprecation: Administrator login using only user name and password
Customer engagement
- Attempt control enhancements
- Automatically end preview interactions after wrap-up
Employee productivity
- Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
- Queue ID attribute for embeddable framework click-to-dial
Open platform
- Locale-based date and time display
Workforce engagement
- Automated agent scoring in speech and text analytics programs
Deprecations
- Deprecation: agent assistance
Open Platform
- Updated regional feature deployment schedule now in effect
Account management
- AuthorizedClientIDs SAML attribute for SSO integrations
- Set default multi-factor authentication (MFA) device for multi-device users
Customer engagement
- Support for keyboard type in Apple Messages for Business forms
- Post-flow action in Architect message flows
- Customer intent taxonomy and agent visibility
- Automatically establish a persistent connection when an agent goes on-queue
- WebRTC idle media timeout
Employee productivity
- Genesys Tempo cross-week shift trading
- Accessibility improvements for conversation initiation
- Agent Copilot queue filters
Open platform
- WebRTC phone upgrade opt-in setting
- Seamless reconnections in AudioHook Monitor integrations
Workforce engagement
- Workforce management main forecast table view
- Real-time agreement rates in evaluation forms
Account management
- Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
- BYOC Premises Edge devices in Edges list view
Customer engagement
- Social direct messages, social post injections, and social post responses allowance increase per AI token
- Create rules based on workitem creation date
- Generate web survey links on demand with an API
Employee productivity
- Domain allow list for emails
- Summaries for consult transfers for Agent Copilot
Workforce engagement
- API to List Past Recognitions
- Reply-To field in email transcripts
- Long-term forecast and schedule generation up to 104 weeks
- Granular evaluation metrics in the Evaluation Aggregate API
Open Platform
- Updated regional feature deployment schedule now in effect
Customer engagement
- Outbound limit alerts for voice campaigns in the Operations Console
- Set post-call actions for voice calls using public APIs
Employee productivity
- Conditional access policy support for Microsoft Entra ID
- Send group voicemail notifications to the group email address
Workforce engagement
- Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration
Employee productivity
- Live character counter for ACW notes
- Favorites now listed in the User Directory
- Multi-language Agent Copilots
Account management
- Passkey support for Multi-Factor Authentication (MFA)
Customer engagement
- Custom named time zones for contactable time sets
- Digital rule sets for outbound WhatsApp campaigns
- Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
- Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
- External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
- Architect digital bot flow list picker support in Singapore and Mexico regions
- Authentication support in Apple Messages for Business in Singapore and Mexico regions
- Apple Messages for Business forms in Singapore and Mexico regions
- Non-default content profile support for SMS
- Architect digital bot flow time picker support
- Control agent transfer capabilities via permissions
- Configure group ring settings
- Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
Data, analytics, and reporting
- Export summary row chart in Analytics Performance views
- Web events available in Journey Management
Open platform
- Thai language support
- Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports
Self service and automation
- Enhanced confirmation controls in AI Guides
- Genesys Virtual Agent support for Portuguese and Swedish dialects
- Create flow outcomes and milestones natively in Architect
Open platform
- Update to regional feature deployment schedule effective January 2026
Customer engagement
- Messenger support for list picker
- Agent greetings for ACD voice
- No-cost digital user tracking
- Improved Messenger web tracking configuration
- Enhanced social media escalation to the agent desktop
Data, analytics, and reporting
- Set transcription dialects at the queue level for voice interactions
- Analytics agent status API routing status and presence data sort and filter
Employee productivity
- Answer incoming conversations directly from notifications
- Agent Copilot trigger events subscription
- Custom prompts in advanced summary configurations
- Agent-to-agent consult and warm transfer for messaging interactions
Workforce engagement
- Workforce management unavailable times flexible scheduling
- Updated built-in learning modules reflecting new navigation
- Increase the daily automated evaluation limit
- Manage agent auto-evaluation scoring rules through public APIs
- Dynamic user grouping with user management rules
- Workforce management business units increased route path capacity
- Improved workforce management scheduling constraints
Deprecations
- Deprecation: Genesys Cloud SSO certificate expiry
Employee productivity
- Streamlined navigation and information architecture update
- Live character counter for ACW notes
- Internationalized date formats in Genesys Tempo
Customer engagement
- Control agent transfer capabilities via permissions
- Inactivity handling for messaging interactions
Data, analytics, and reporting
- Topic miner support for Arabic dialects
- Topic miner support for Hindi dialect
Workforce engagement
- Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
- Adherence widget available in the Activity view
- Automatic submission of completed AI evaluations
Deprecations
- Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Deprecations and announcements
- Deprecation: Administrator login using only user name and password
Employee productivity
- Streamlined navigation and information architecture update
- Mute individual Collaborate chat threads on iOS and Android
- Display checklists through Agent Copilot during interactions
- AI-generated answers for auto-suggested articles on Agent Copilot
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
- Domain allow list for emails
- Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
- Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects
Account management
- API responses no longer include OAuth client secret
- Genesys Tempo enabled by default with allowed IP addresses feature
- SAML assertion decryption support for single sign-on integrations
Customer engagement
- Customer first callback support in outbound campaigns
- Use custom SMTP servers for email campaigns and agentless email
- Group ID for subsequent participant segments in group call activity
- Support for authenticated web messaging in single customer view
Data, analytics, and reporting
- Analytics Conversation Detail Jobs API extended conversation data retrieval
Self service and automation
- Create AI Guides from uploaded process documents
- Voice processing prompt for Agentic Virtual Agents
- AI Guides model enhancements
Deprecations and announcements
- Deprecation: Token Implicit Grant for OAuth clients
Employee productivity
- Streamlined navigation and information architecture update
Employee productivity
- Streamlined navigation and information architecture update
Customer engagement
- Web Messenger support for time slot picker
Workforce engagement
- Workforce management override for time-off plan dates
Employee productivity
- Streamlined navigation and information architecture update
- Improved scripting accessibility tools
Customer engagement
- Use the same email domain across multiple Genesys Cloud orgs
Data, analytics, and reporting
- Analyze segment and web outcome events in Journey Management
- Administrators can now search content from HTML emails
Self service and automation
- Preview guides for virtual agents in AI Studio
- Configure virtual agents to generate answers from multiple sources
Workforce engagement
- Workforce management block scheduling
- Adherence and activity code mapping enhancements
Employee productivity
- Streamlined Navigation and Information Architecture Update
Customer engagement
- Set time- and duration-based conditions in campaign rules
- Use custom SMTP servers for email campaigns and agentless email
- Idle agent count for conditional group activation or deactivation
- Expired callback queue reassignment
Data, analytics, and reporting
- Topic miner Korean and Japanese language support
Self service and automation
- Transcription and storage of caller’s final voice input
- Content-based search for knowledge base articles in Norwegian, Danish and Finnish
- Swiss German language support in Architect
Workforce engagement
- Enhancements to visual components in the interaction details page
Employee productivity
- New unified navigation experience coming to Genesys Cloud
- Summary engagement insights on the Agent Copilot dashboard
Account management
- Manage user hire dates with SCIM APIs
- Refreshed integrations management interface
Customer engagement
- Configure up to 100 OpenID integrations for authenticated web messaging
- Voice note support for WhatsApp conversations
- Outbound voice events publish directly to AWS EventBridge
Data, analytics, and reporting
- Enhanced longest waiting and longest interacting metrics
- Duplicate an event card in Journey Management
- Review transcripts faster in interaction details
Open platform
- Updated Genesys Cloud desktop app icons
Workforce engagement
- Default answers for evaluation forms
Customer engagement
- Introducing email campaigns
- API for phone numbers update in scheduled callbacks
Data, analytics, and reporting
- Custom calculations in performance views
- AI summaries for the agent side of a conversation
Open platform
- Audio Connector integration in Architect secure call flows
Customer engagement
- Access audit events for external contacts via audit API
- Outbound dialing additional rule conditions system disposition codes
- File attachment support via URL for Architect digital bot flows
Data, analytics, and reporting
- Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
- Journey management Knowledge and Virtual Agent events
Workforce engagement
- Workforce Management (WFM) support for ACD routed workitems
Customer engagement
- Append outbound campaign performance statistics to the Campaign Performance view
- Authenticated session duration for secure mobile sign-ins
- Messages and Media columns in Analytics Performance views
Data, analytics, and reporting
- Category aggregate data in analytics metrics
- Trigger process automation based on topics, sentiment, or empathy
Employee productivity
- Links to Genesys Cloud group chat room video sessions
Workforce engagement
- Configure GCBA with Microsoft Edge native messaging
Deprecations
- Deprecation: agent assistance
Employee productivity
- Multi contextual panels
- Call history enhancements for group calls
Customer engagement
- Improved keyword precision for SMS
- Support for mobile push notifications for unread message alerts
- Assign segments to external contacts for up to 30 Days
- Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
Data, analytics, and reporting
- Interaction category creation support for Korean and Japanese languages
- Programs, topics, and phrases support for Korean and Japanese languages
Open platform
- Configure alerts for Operational Console events
Self service and automation
- Knowledge bases with content search available in Architect bot flows and digital bot flows
Workforce engagement
- Schedule coaching and learning sessions with greater flexibility
Employee productivity
- Multi contextual panels
- Segment filtering suppression on knowledge articles for Agent Copilot
- Improved Collaborate chat read and unread message sync
Customer engagement
- Increased DTMF input limit in Architect flows
- Outbound division-aware campaign schedules
- WhatsApp outbound campaigns pre- and post-contact triggers
- Outbound power and predictive campaigns sort by priority in skills-based dialing
Data, analytics, and reporting
- Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts
Workforce engagement
- Workforce management shift trades external activities support
- AI scoring for evaluations
Employee productivity
- Multi contextual panels
- Customizable summaries in AI Studio
Customer engagement
- WhatsApp outbound campaign schedules
- Profile panel support for workitems
- Conditional group activation based on real-time metrics
Data, analytics, and reporting
- Improved native voice transcription for English
Open platform
- Microsoft Dynamics 365 data actions integration new credential type
Self service and automation
- Enhanced knowledge suggestions in Genesys Agent Copilot
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification
Employee productivity
- Multi contextual panels
- Enable focus mode for agent apps
- Improved Collaborate chat read and unread message sync
- Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian
Customer engagement
- Access and promote external contacts directly in Architect
- Internal article linking within the knowledge base
Data, analytics, and reporting
- Search transcript content up to 90 days back
- Improved native voice transcription readability for Portuguese
- Exclude existing topics and phrases from topic mining
- Manage expiring and expired exports in the scheduled exports view
- Recover deleted dashboards from summary and owner pages
Self service and automation
- Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
- Virtual Agent performance dashboard
- New metrics for Architect bot and digital bot flows in the Optimization dashboard
Workforce engagement
- Set limits on shift types and weekend work in schedules
Employee productivity
- Multi contextual panels
Customer engagement
- Configurable outbound routes now available for customer first callbacks
Self service and automation
- Knowledge workbench V2 accessibility improvements
- Enhanced AI-powered slots for virtual agents
Workforce engagement
- Unlimited archived recording restorations
Deprecations
- Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Employee productivity
- Multi contextual panels
- Call forwarding enhancements with group search functionality
Account management
- Audit SAML authentications
- Increased SSO integrations allowance per identity provider
Customer engagement
- Enable or disable Last Agent Routing for digital conversations
- Messenger individual application provisioning and configuration redesign
- Introducing Genesys Cloud Social
- Genesys Cloud Open Messaging supports custom social network connectors
- Genesys Cloud Social support for Instagram
- WhatsApp’s per message pricing update
Workforce engagement
- Policy-based station-side call recording
- Evaluation data access via consolidated reporting views
- Extended workforce management time-off submission window and management unit fixed date settings
- Workforce management capacity planning
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification
Employee productivity
- Multi contextual panels
Account management
- Enhanced Groups Profile configuration
Customer engagement
- Enhance predictive routing accuracy with participant data
- Sort contacts by priority in skills-based dialing for progressive campaigns
- Sort contacts by priority for skills-based dialing in Preview campaigns
- Workitems List view filter enhancements
Data, analytics, and reporting
- Improved readability of native voice transcription in Spanish language transcripts
Open platform
- New Genesys Cloud Voice phone number inventory report
Self service and automation
- Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
- Genesys Cloud Virtual Agent language support for Italian
- Introducing Guides in AI Studio
Employee productivity
- Multi contextual panels
- Agent Copilot summary API metrics and edited summaries
- Fax interface update
Customer engagement
- Retention of library selection in the Canned Responses Admin page
- Updated pricing for social direct messages, SMS, and agentless outbound email
- Enhanced email administration user interface
- Configurable X integration sizes and new entry size
- Send and receive media through X (formerly Twitter) channel
- Genesys Cloud for X (Twitter) Direct Messaging integration
Data, analytics, and reporting
- AI Insights at a glance
- New digital response time and engagement metrics
- On demand voice and digital transcript translation
Workforce engagement
- Multiple answer selection in evaluation form questions
Deprecations
- Deprecation: Workforce management historical data delete job API endpoints
Employee productivity
- Multi contextual panels
Customer engagement
- Linked organization name directly in the Profile Panel contact card
Data, analytics, and reporting
- Enhanced Performance dashboards with real-time agent status counts by work team
- AI insights about reasons for customer sentiment
Employee productivity
- Multi contextual panels
- Introducing Genesys Agent Copilot
- New email send permissions control
Customer engagement
- Time-based conditions in call rule sets
Data, analytics, and reporting
- Program and Detected Category filters and columns in Content Search view
Open platform
- Script selection from in the Workitem Panel in Panel Manager
Self service and automation
- Introducing Genesys Cloud Virtual Agent
Workforce engagement
- Improved Genesys Cloud Background Assistant (GCBA) Installer
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Employee productivity
- Multi contextual panels
Customer engagement
- Sort by priority in skills-based dialing for Preview campaigns
Data, analytics, and reporting
- Group Ring column and filter in Interaction views
Open platform
- On Demand log capture for agents
Workforce engagement
- Export agent summary data as PDF or CSV
Employee productivity
- Multi contextual panels
- Collaborate and Communicate Mobile access for FedRAMP organizations
- Enable real-time queue and agent monitoring with customizable notifications on Android
- Insights app for iOS
- Configure chat message editing time limits
Customer engagement
- Character counter in canned responses editor
Data, analytics, and reporting
- View phrase usage in Topic Editor
Open platform
- Custom node.js code as part of a data action
Self service and automation
- Introducing the Webhook for Events integration
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Employee productivity
- Multi contextual panels
Customer engagement
- Quick replies, cards, and carousels for open messaging
Data, analytics, and reporting
- Track and manage billing for Supervisor Copilot AI features
- Improved event list organization for enhanced journey building
- Event card editing and visualization in journey canvas
Self service and automation
- Enhanced recognition failure handling in Architect digital bot flows
- BYOC Cloud TLS X.509 certificates
Workforce engagement
- Shift trades across weeks within schedule to improve agent flexibility
- Find Agent Search field in gamification profiles
Employee productivity
- Multi contextual panels
Customer engagement
- Instagram support for external contacts identity resolution
Data, analytics, and reporting
- Average Speed of Answer in Agent Performance views
Employee productivity
- Multi contextual panels
Account management
- Automatic role assignment for reactivated users
Customer engagement
- Email administration user interface enhancements
- Retry configuration for unsuccessful customer first callbacks
Self service and automation
- Content-based search for non-English knowledge base articles
- Architect help panel
Workforce engagement
- Enable audio selection with screen recordings in playback
Employee productivity
- Multi contextual panels
Customer engagement
- Web messaging French Canada, Greek, and Hindi support
- Outbound dialing campaign health indicator
Data, analytics, and reporting
- Improved voice offered metrics for customer first callbacks
Workforce engagement
- Updated Genesys Cloud built-in learning modules
- Improved workforce management deferred workload prediction algorithm
Deprecations
- Deprecation: Workforce management historical data delete job API endpoints
Employee productivity
- Multi contextual panels
Account management
- Introducing the Genesys Cloud CX 4 license
Customer engagement
- Access workbin and worktype names in task management events
Data, analytics, and reporting
- Bulk Export API to export external contacts and related data
- View average sentiment score across performance views
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Employee productivity
- Multi contextual panels
- Improved agent email address handling
Customer engagement
- External source for open messaging identity resolution in the UI
- Detailed counts of digital messaging activity
- Microsoft Graph for email integration
Data, analytics, and reporting
- Normalization of Digits in French for Low Latency transcription.
- Division support for external contacts bulk import
- Agent Activity performance dashboard widget filter and sort agents based on conversation activity
Self service and automation
- Advanced knowledge handling in bot flows
Employee productivity
- Multi contextual panels
Account management
- Division assignment for external contacts and external organizations
Customer engagement
- Next Contact Avoidance (NCA) in predictive routing
Data, analytics, and reporting
- Save static interaction lists in Content Search
- Dedicated API endpoints for schema metadata retrieval
Open platform
- Configurable timeout for data actions
Workforce engagement
- Enable audio selection with screen recordings in playback
Employee productivity
- Multi contextual panels
- Conversation details for agents
- Prevent agents from staying on queue without a selected station
Account management
- Attribute-based access control
Customer engagement
- Introducing outbound WhatsApp campaigns support
Data, analytics, and reporting
- Analytics agent activity API filter and sort agents based on conversation activity
- Agent Timeline Detail view
- Retrieve Estimated Wait Time (EWT) by label
- Interactive charts for journey analysis
- Filter customer journey data using numbers
- Journey Management date range configuration
- Improved attribute lists view for Journey Management events
- Journey Management filter and display options
- Insert a new event between two existing events in Journey Management
- Complex journeys persist in post calculation sequenced path order on Journey Management
Workforce engagement
- Add or remove individuals from automatic development and feedback modules assignment
- Gamification Contests
Self service and automation
- Query jobs API typeId as a primary filter and increased filter limits
Deprecations
- Deprecation: Amazon Lex V1 bot integration
Employee productivity
- Multi contextual panels
Account management
- Control wrap-up code access within divisions
Customer engagement
- Work Automation List view OR queries
Data, analytics, and reporting
- Sensitive data masking support for English chat and messaging transcripts
Open platform
- Ukrainian language support
Deprecation
- Deprecation: Documents UI Audit tab
- Deprecation: Auto answer pop-up toast
Employee productivity
- Multi contextual panels
Customer engagement
- Support for open messaging in Single Customer view
Data, analytics, and reporting
- Support sentiment and empathy analysis for Hindi (Hi-IN)
- Date range and complete transfer type support for Journey Flows in Architect
Workforce engagement
- Genesys Cloud updated built-in learning modules
Employee productivity
- Multi contextual panels
- Notes panel improvements
- Wrap Up panel usability improvements
Customer engagement
- Turn on-screen annotation and drawings in co-browse on or off for privacy compliance
Open platform
- Genesys Enhanced TTS now includes Amazon Polly Neural voices
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support
Workforce engagement
- Trigger process automation from Coaching or Learning state changes
Account management
- CX as Code support for Architect flows
Customer engagement
- Add media to an Outbound SMS campaign
- Set SMS Phone Number action type added to digital rules for outbound digital campaigns
- Auto answer for voice interactions on queue settings
- Auto answer for digital interactions
Data, analytics, and reporting
- Filter and search conversations by acoustic metrics and wrap-up codes
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support
Workforce engagement
- Reminders for agents about their next scheduled activity
Customer engagement
- Regex custom data filtering to protect sensitive information for co-browse
- Configure max calls per agent with decimal precision
- Recurring outbound campaign schedules
- Script support for workitems
Account management
- Customize inactivity timeout settings
Data, analytics, and reporting
- Topic miner Swiss German language support
- Configure performance dashboard widgets with work team and reports-to filters
Employee productivity
- Enhanced email input fields
Self service and automation
- Portuguese language support in Architect
Workforce engagement
- Workforce management historical data import improvement
- Assign coaching without workforce management scheduling
- Workforce management activity codes for coaching and learning
Account management
- Custom inbound data filtering rules for digital channels
- Login banner added to Genesys Cloud login screen
Customer engagement
- External contacts profile panel refresh
- Interactive WhatsApp templates with images and dynamic call-to-action buttons
Self service and automation
- Content based search for knowledge articles
Workforce engagement
- Automate and streamline workforce management time-off requests for published schedules
Deprecations and announcements
- Deprecation: Legacy ACD web chat (version 1)
- Deprecation: Legacy co-browse and screenshare
Customer engagement
- Preserve routing information for callbacks and voicemails
- Define rule conditions based on workitem dates
- Updated agent canned responses panel
- Bulk workitem addition via API
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Share dashboards with work teams and individuals
- Agent performance reports for inactive and deleted users
- Improved native voice transcription accuracy for French
- Normalization of Digits in German for Low Latency transcription.
Employee productivity
- Enable emoji reactions in Collaborate chat including desktop users
Open platform
- Division-aware permissions and APIs for external contacts
Workforce engagement
- Improved search and filters for screen recorded interactions
Customer engagement
- SMS and E-mail campaign automation using campaign rules
Data, analytics, and reporting
- Hindi programs, topics, and phrases support
Employee productivity
- Add descriptions to collaborate chat rooms
Customer engagement
- Define ring membership by queue
- Division-based Schedule view
- Bulk workitem termination
Data, analytics, and reporting
- Improved Content Search view
- Topic miner Dutch language support
Workforce engagement
- Workforce management activity smoothing and schedule variability
Account management
- Control scripts access based on division membership
Customer engagement
- Outbound WhatsApp message on behalf of a queue
Data, analytics, and reporting
- Native voice transcription support for Swiss German
- Improved native voice transcription accuracy for Spanish
Employee productivity
- View time-off balances from an external HR system on Genesys Tempo
Open platform
- Supporting links for operational event details
Self service and automation
- Track and optimize flow size with enhanced insights
Workforce engagement
- Improved workforce management schedule editor agent filter and sort
- Workforce management weekly staffing requirements with ABM forecasts
- Improved deferred workload prediction algorithm
Deprecations and announcements
- Deprecation: Legacy alerting system
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
Account management
- Audit Viewer granular detail of role changes
Customer engagement
- View Mobile Journey Tracking for enhanced agent insights
- Web messaging Hungarian, Ukrainian, and Vietnamese support
Employee productivity
- Preview active emails in queue and parked emails
- Collaborate chat hyperlink ability
Customer engagement
- Quick replies, cards, and carousels for open messaging
- Third-party Facebook, Instagram, and WhatsApp messaging
- Automatically pause co-browse session for specific pages
- Real-time WhatsApp message status tracking
- External Contacts external ID support
- Workitems List View filter and sort support
Data, analytics, and reporting
- Enhanced bulk import for external contacts
Workforce engagement
- GCBA proxy server support
- Enhanced date format display for workforce management agents
Customer engagement
- Enable UUI retrieval from outbound call responses
Employee productivity
- Improved agent messaging interface
- Keyboard support for DTMF input in embedded framework
Open platform
- Genesys Cloud Voice number management UI improvements
Customer engagement
- Work items custom panel support
- Introducing Architect workitem flows for enhanced work automation
- Expanded customer identification with non-E.164 numbers
Data, analytics, and reporting
- Enhanced interaction visibility in agent status widget
- Sentiment and agent empathy analysis for Swiss German language
Open platform
- Genesys Cloud Voice now available in FedRAMP region (USE2)
- Additional conversation events for the Operational Console
Self service and automation
- Architect toolbox search option
- Knowledge workbench connectors for Salesforce and ServiceNow
Deprecations
- Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
Account management
- Simplified customer firewall requirements
Customer engagement
- Active callback columns for performance views
Data, analytics, and reporting
- Journey flows tab in Architect for outbound call, inbound email and message flows
- Notification API voice transcription number normalcy for Portuguese and Spanish languages
Employee productivity
- Multi contextual panels
Open platform
- Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations
Self service and automation
- Drag and drop in Architect builders
Workforce engagement
- Workforce management read-only continuous forecasting
Customer engagement
- Barge-in capability for supervisors and administrators
- Voice surveys after customer interactions
Employee productivity
- Introducing direct routing to dedicated users
Self service and automation
- Disable automatic hinting in Architect bot flows
Account management
- Telephone resource limits in Admin UI
Customer engagement
- Rule conditions and advanced capabilities for campaign rules
- Identifier claim management for external contacts
- Park email interactions
Employee productivity
- Supervisor access to voicemail metrics
Workforce engagement
- Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
- Manually assign work plans with future effective dates
Account management
- Improved Genesys Cloud storage cost calculator
Customer engagement
- Metrics for improved workitem volume forecasting
- IMAP integration for inbound email
Data, analytics, and reporting
- Content Search lookback for words and phrases extended to 60 days
- Flow insights overlay for flow performance analysis
Employee productivity
- Disable WebRTC audio and alert notifications in the embedded client
- Suppress profile notifications
- Preferred device profiles
Self service and automation
- Architect Get Participant Data and Set Participant Data in voice and digital bot flows
Workforce engagement
- Enhanced agent and supervisor activity overview screen
- Workforce management notifications for process automation triggers
- Workforce management Business Unit/Management Unit and Time Zone placement in views
Customer engagement
- Notification topic for outbound message delivery failures
- Customer-first callback option
- Step-up authentication during web messaging sessions
- Generic SIP station support in cloud media
Data, analytics, and reporting
- Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Employee productivity
- Agent desktop email user interface enhancements
- Poly/HP Edge E Series managed phones available in Genesys Cloud
Self service and automation
- Resize images and tables in knowledge workbench articles
Customer engagement
- Genesys Cloud CIDR expansion and firewall requirements completion
- Messenger session persistence
- Workitem query and filter improvements
- Enhanced workitems list view with column picker and advanced filtering
- Direct access to interaction details from the Customer Journey tab
Data, analytics, and reporting
- Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
- Real time data update indicators in analytics views
- View acoustic data in topic trends, and agent, queue, flow topic views
Employee productivity
- Enhanced control over agent assistance access
Workforce engagement
- Workforce management per minute scheduling granularity
Deprecations
- Deprecation: Legacy alerting system
Data, analytics, and reporting
- Enhanced queue activation panel with search and pagination in agent detail views
Account management
- Counted limits monitoring and alerts
- WebRTC Media Helper enabled by default with allowed IP addresses feature
Customer engagement
- Prerequisites in expandable section of Resource Center articles
- Interaction routing based on predictive scores
- Genesys Cloud CIDR expansion and firewall requirements
Data, analytics, and reporting
- Dashboard Owners page
- Increase quality management topic limit to 5000 on request
Open platform
- API for platform limit event alert
Workforce engagement
- Screen recording playback UI modernization
- Improved customer sentiment and agent empathy analysis for English dialects
Customer engagement
- Queue segmentation of canned responses
- Work Automation performance views enhancements
- Reconnect and reply to closed email
- Skills-based dialing in Power and Predictive outbound campaigns
- Granular campaign control permissions
- Genesys Cloud CIDR expansion and firewall requirements
Data, analytics, and reporting
- Real time alerts for out of adherence status
Self service and automation
- Flexible text-to-speech (TTS) engine selection in Architect flows
- Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Data, analytics, and reporting
- Improved summary row display in analytics performance views
Customer engagement
- Enhanced search capability within skill expression groups
- Skill expression groups
- New search endpoint
- Success, Neutral and Failure classifications in wrap up code mappings
Employee productivity
- Configurable voicemail forwarding for presence states
Customer engagement
- Auto-termination for closed workitem statuses
- Outbound open messaging on behalf of a queue
- Extended after call work timeout
- Introducing Work Automation
Workforce engagement
- External metrics for performance scorecards
- Activity plans for optimal workforce management scheduling
Account management
- Multiple messenger deployment behavior update
Data, analytics, and reporting
- Enhanced agent status visibility for supervisors
Customer engagement
- Enhanced WebRTC Media Helper for VDI users
Open platform
- Genesys Bot Connector
Data, analytics, and reporting
- Export panel enhancements
- Dynamic time zone settings in workspaces and views
- Analytics views column picker improvements
- Improved interval granularity for ad-hoc exports
- Introducing digital performance monitoring views
Employee productivity
- Utilization labels for Click to Dial API
Workforce engagement
- Genesys Cloud Workforce Management work plan bidding
Account management
- Hourly interacting users billing option
Customer engagement
- Highlight markdown support in web messaging
Data, analytics, and reporting
- Introducing Architect Journey Flows for bot and digital bot flows
- Introducing Architect Journey Flows for inbound and secure call flows
- Improved native voice transcription accuracy for Portuguese
Self service and automation
- Select multiple segments in knowledge article variations
- Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
- Introducing Architect Replay Mode
- Advanced Architect execution data capabilities for all flows
Workforce engagement
- Improved navigation between published schedules in the workforce management schedule editor
Customer engagement
- Introducing the Queue routing performance view
- Web tracking API public endpoint
Data, analytics, and reporting
- Improved native voice transcription accuracy for Arabic dialects
Workforce engagement
- Enhanced employee recognition for improved engagement
- Workforce Engagement Management (WEM) activity view in external web environments
Deprecations
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Data, analytics, and reporting
- Real-time alerting based on agent’s after call work duration
- Real-time alerting for waiting interactions
- Configure rules for any user within a work team
- Topic miner German, Italian, and Portuguese language support
Open platform
- Dynamic documentation and trigger enablement for the Operational Console
- Enable automatic capture of console logs for troubleshooting
Workforce engagement
- Trade alternative shifts for enhanced workforce management shift management
Deprecations
- Deprecation: Legacy historical adherence query route
Platform
- Japanese translation of the Export report
Customer engagement
- Limit agent actions during co-browse sessions
Data, analytics, and reporting
- Trigger alerts based on the number of agents currently in queue
- Create in-app toast notification alert rule.
- Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
- Architect supported languages user interface enhancements
- Collapsible card interface in Architect actions
Workforce engagement
- Improved native voice transcription accuracy for Dutch
Data, analytics, and reporting
- View speech and text analytics data for a year at a time
Customer engagement
- Granular control for clearing or signing out of web visit or journey sessions
Employee productivity
- Direct voicemail non-ACD call transfer for enhanced call management
Self service and automation
- HELD (HTTP Enabled Location Delivery) for E911 Location Information
- Introducing the Nuance Recognizer as a Service integration
Workforce engagement
- Interaction recording download tracking in audit trail
Customer engagement
- Automatically save wrap-up codes for improved call handling
- Enhanced dynamic filtering for real-time adjustments in campaigns
- Expanded campaign rule actions for enhanced automation
Data, analytics, and reporting
- Alerting improvements
- Enhanced toast, email, or SMS notification alerts
- Enhanced alerts management
- Enhanced dictionary management
Employee productivity
- Enhanced privacy controls for ad hoc recordings
- Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support
Customer engagement
- Enhanced message delivery status in messenger widget
Employee productivity
- Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
- Microsoft Teams and 8×8 UC Integrations availability
Open platform
- Enhanced AudioHook Monitor configuration and migration process
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU) (eu-ES), and Swedish language support
Workforce engagement
- SCORM 1.2 learning standard conformance
- Learning module improvements
Account management
- View all groups permission
Data, analytics, and reporting
- Interaction categories for interaction analysis
Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
- File attachments via supported content profile
- Re-use SMTP connections in outbound email
Employee productivity
- Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support
Open platform
- Leveraging Digicert as the certificate authority in the mTLS process
Self service and automation
- Updated analytics event for top viewed articles in the Knowledge Performance dashboard
Workforce engagement
- Supervisor WEM dashboard
- Workforce management Explanations desktop feature
- Genesys Tempo for workforce management schedules
Customer engagement
- Auto-answer functionality for agents in preview campaigns
- Dynamic edge resource utilization for automated outbound dialing
Employee productivity
- Genesys Agent Assist summarization Spanish support (preview)
Self service and automation
- Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
- Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
- Architect data tables user interface updates
Workforce engagement
- Insights visual charting for supervisors
Customer engagement
- View and edit imported data via the user interface in the Contact List editor
Self service and automation
- Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support
- Improved Genesys Cloud announcements
Data, analytics, and reporting
- Analytics API enhanced capabilities
Customer engagement
- Canned Responses user interface enhancements
Self service and automation
- Evaluate schedule groups in Architect bots and digital bots before ACD transfer
- Control knowledge behavior from start to finish in Architect digital bot flows
Workforce engagement
- Manage Active Screen Recordings
Customer engagement
- Architect post-call actions in voice calls
- Improved agent utilization for digital transfers
- Co-browse for web messaging
- Co-browse for voice via Messenger
- Deploy Messenger without web messaging
- Messenger JavaScript SDK toaster plugin
- Messenger co-browse toolbar improvements
- Co-browse supports multiple iframes
- Co-browse for web messaging read-only fields and buttons
Employee productivity
- Conversation summarization with Genesys Agent Assist for Voice
- Public APIs for Collaborate chat room management and chat messages
Customer engagement
- File attachments via supported content profile
Data, analytics, and reporting
- Edit and rerun scheduled exports
- Improved native voice transcription accuracy for Spanish dialects
Self service and automation
- Introducing the Audio Connector integration
- Improved flow size indicator in Architect
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
- Knowledge portal refreshed article search results
- Historical execution data for Architect bot flows and digital bot flows
Employee productivity
- Genesys Agent Assist knowledge article feedback
- Introducing Agent Assist
Customer engagement
- Enable and disable email threading
- Outbound digital campaigns event triggers for post-contact interactions
Data, analytics, and reporting
- Support for capitalization and punctuation in native voice transcription for English transcripts
Employee productivity
- Remove users from Collaborate chat rooms
Data, analytics, and reporting
- Improved native voice transcription accuracy for Italian
Customer engagement
- Skills-based dialing for Preview and Progressive campaigns
- Refreshed Predictive Engagement user interface
- Configure labels to manage interactions
- Maximum number of calls per agent set at the campaign level
Self service and automation
- Genesys Dialog Engine Bot Flows in Architect
- Genesys Dialog Engine Digital Bot Flows in Architect
Self service and automation
- Customize knowledge touchpoints for Predictive Engagement customer and journey attributes
Customer engagement
- Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
Data, analytics, and reporting
- Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
- Improved native voice transcription accuracy for German
Customer engagement
- Predictive engagement new and replaced operators
- Increased number of outcomes limit
- ACD conferences
- Knowledge articles in Messenger
- Introducing homescreen configuration for Messenger
- Specify queue in scheduled callbacks
Account management
- Change password set/reset workflow
- Password policy minimum requirements
Customer engagement
- Digital channels participant information update
Data, analytics, and reporting
- Improved native voice transcription accuracy for French languages
- Improved sentiment analysis for English languages
- Notification API voice transcription number normalcy for English languages
Self service and automation
- Knowledge workbench V2
Customer engagement
- Enhanced pacing control in dialing campaigns
- Enhanced external contacts data access control for agents
Data, analytics and reporting
- Improved native voice transcription accuracy for Spanish
Workforce engagement
- APIs to integrate external learning modules
Customer engagement
- Improved on-demand Messenger launcher visibility
- Active Total Callback column in Performance views
- Message routing admin page user interface enhancements
Data, analytics, and reporting
- Improved native voice transcription accuracy for Dutch
- Topic miner queue selection increase
Resource center
- Genesys Cloud release notes enhancements
Customer engagement
- Client Credential Flow (CCF) authentication support for SMTP integrations
- Support for multiple external email participants
Data, analytics, and reporting
- Improved native voice transcription accuracy for Japanese
- Improved accuracy of Irish street names in English native voice transcription
Employee productivity
- Enhancement of inactivity timeout in embedded clients
Open platform
- Update agent preferred name via public API
Workforce engagement
- Support for disputed evaluations on gamification metrics scorecards
- Suppress recording when a call is on hold
Customer engagement
- Advanced input file pre-processing
- Additional file format support for contact lists
- Messenger support for Estonian, Latvian, and Lithuanian
Data, analytics and reporting
- Sensitive data masking French and Italian language support
- Analytics user interface enhancements
- Introducing external contacts and external organizations filters and columns in performance views
Open platform
- Portuguese language support
Workforce engagement
- Workforce management navigation menu grouping
- Staffing requirements and performance metrics in the Schedules screen
Account management
- Assign divisions to secondary statuses
- Multi-factor authentication (MFA) for Genesys Cloud
- Division-aware configuration objects default to all divisions
Customer engagement
- Improved digital agent-to-agent transfer
Data, analytics and reporting
- New speech and text analytics permissions
- Open interactions in a new Analytics workspace tab
- Agent empathy analysis API for English transcripts
- View daily agent login and logout activity for multiple agents
Self service and automation
- Triggers UI improvements
- Architect data tables user interface updates
Customer engagement
- Search domain names and email addresses lists
- Agent email editor enhancements
- Email signatures appended to agent email
- Canned responses source code/HTML editor
- Perform multiple actions on an email
- Enhanced canned responses editor options
- Route email to multiple destinations
- Email configuration UI updates
- Increased email size limit for custom AWS integrations
- Introduction of OAuth 2.0 for custom SMTP integration
- Increased email size limit for custom SMTP integrations
- Add and remove flexibility for email history in agent emails
- Automatic email signatures in canned responses
- Improved analytics email data with CC/BCC details
Data, Analytics & Reporting
- Acoustic metrics added to transcript aggregates
- English voice transcript sensitive data masking improvements
Integrations
- SMTP server integration email error notifications to agents
Customer engagement
- Outbound dialing contact list builder
- Mobile customer journey tracking
- Mobile app event orchestration
Data, analytics and reporting
- Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
Workforce engagement
- Average Talk Time gamification metric
- Learning modules with rich text format
- Supervisor insights improvements
Customer engagement
- In-queue and scheduled callback automation
- External contact management user interface refresh
- Increased support for non-E.164 format phone numbers in Single Customer View
- Perform a benefit assessment before predictive routing free trial activation
Data, analytics and reporting
- Topic miner French language support
- Mine for new trending topics in email interactions
- Sentiment Analytics data in Agent/Queue/Flow Topic views
- Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
- Agent, Queue, and Flow topics summary view enhancements
- Content search enhancements
- Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese
Employee productivity
- Real-time monitoring for web messaging channels
Workforce engagement
- Screen recording available in Genesys Cloud CX 1 license
- Performance insights view
- Bulk archive recordings through recording bulk action API
- Quality evaluation scores now available as a gamification metric