Genesys Cloud FedRAMP Region – February 2, 2026

Administrators can now configure attempt controls with greater precision by setting phone type–specific attempt limits, extending recall times, and adjusting reset periods. These updates help manage dialing behavior across different phone numbers and re-engagement timelines. Administrators can set attempt limits per phone type, including both predefined and custom types, configure recall times up to 30 days after the initial call (previously 480 minutes), and define attempt limit reset periods between 2 and 30 days. This flexibility helps organizations align outreach timing with regional practices and customer preferences while improving control over redial eligibility.

Administrators can now enable a campaign setting that automatically ends preview interactions when no additional calls are possible, such as when a contact record has only one phone number or when the selected wrap-up code is configured to make the contact un-callable. This enhancement eliminates the need for agents to manually end preview interactions and helps campaigns progress more smoothly. Automatically ending the interaction in these cases helps reduce idle time, avoid stuck interactions, and improve the flow between contacts for agents working in preview campaigns.

Genesys Agent Copilot summarization and advanced summarization, Genesys Virtual Agent, and AI Studio custom summaries now support Dutch Belgium (nl-BE), French Belgium (fr-BE), Polish Poland (pl-PL), and Thai Thailand (th-TH).

Developers can now use a Queue ID attribute in the Genesys Cloud Embeddable Framework to improve click-to-dial behavior. The attribute is available in condensed conversation data and allows integrations to reuse the last selected queue or define a default queue for outbound calls. By reducing repeated prompts, this enhancement helps agents place calls faster and stay focused during high-volume outbound work.

Genesys Cloud can now display dates and times based on a user’s preferred locale and browser settings, in addition to the configured language. This update helps users read dates more easily by matching familiar regional formats, such as day–month–year, or month–day–year. Previously, date and time formats followed the display language’s default locale. With this change, Genesys Cloud uses the browser locale when available and compatible, which helps reduce confusion when the same language is used across different regions. Script developers can also select date formats based on locale for more consistent experiences. As part of this update, users with Arabic, Korean, and Traditional Chinese (Taiwan) preferences now see times displayed in a 12-hour format.

Administrators can now configure automated agent scoring within speech and text analytics programs to evaluate customer interactions at scale using Genesys Virtual Supervisor’s AI-powered capabilities. This feature helps to ensure consistent, high-coverage insights into agent performance by leveraging AI to score up to 100% of interactions across key areas such as compliance, sales effectiveness, and customer satisfaction. By reducing manual workload and providing timely, reliable evaluations, supervisors can more easily identify coaching opportunities and support agent development.

On January 31, 2026, Genesys Cloud deprecated the agent assistance chat room from the UI.