Genesys Cloud FedRAMP Region – July 27, 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.
Add login hint to OAuth client URLs
Client applications can now include the organization name and login email address as parameters in the Genesys Cloud authorization URL. This enhancement allows applications to pre-populate these values during authentication, helping direct users to the correct organization and streamlining the login process by requiring only a password for native Genesys Cloud logins.
Assign divisions to ACD skills
Administrators can now assign ACD skills to divisions. This feature enables organizations to control access to skills based on division, helping ensure that only users with appropriate division access can view, search for, edit, or manage them. This enhancement helps align skill visibility with organizational structure and access control requirements.
Detect and mask explicit images in social listening posts
Administrators can now enable automatic detection and masking of images containing explicit or suggestive adult content in social listening posts. When such content is detected, Genesys Cloud replaces the image with a placeholder. Users with appropriate permissions can review and unmask flagged content. Posts identified as containing explicit content are not escalated to the agent desktop. This feature is available in the Social Listening Performance and Posts views.
Expanded External Contacts export support
Administrators can now export External Contacts data in CSV format, including custom fields, multiple external identifiers, multiple external sources, and lifecycle timestamps. The contact export continues to include associated External Organization fields. Administrators can also export External Organizations, relationships, and notes as separate CSV files. This enhancement also introduces filtering by external source, creation and modification timestamps, division, and schema or type to help target specific datasets for migrations, analytics, integrations, governance, and data cleanup workflows.
Journey Management data export for BI tools
Business administrators and analysts can now export calculated Journey View data from Journey Management as schema-stable CSV files. The export includes Metadata, Elements, Transitions, and Charts, enabling users to analyze journey data in external business intelligence (BI) tools such as Power BI, Tableau, and Looker while preserving the same journey structure and metrics displayed in Journey Management.
Multiple concurrent Genesys applications per user
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active. This feature requires Edge version 38870 or greater.
Data Actions support for Google Cloud Run Functions (v2)
Administrators can now configure a Google Cloud Run Functions (v2) integration for Data Actions. This enhancement enables Data Actions to invoke authenticated Cloud Run Functions using Google service account credentials, allowing customers to integrate with Google's current serverless functions platform while continuing to use existing Cloud Functions (v1) integrations.
Customize virtual agent interaction summaries
Administrators can now customize how virtual agent interaction summaries are generated. Administrators can configure the level of detail, formatting, how agents and customers are referenced, and how personally identifiable information (PII) is handled in summaries. These configurations apply across Agent Copilot, Virtual Agent, and Supervisor Copilot to better align summaries with organizational preferences.
Import decision metrics for workforce management
Workforce management administrators can now import and export decision metric performance and tiebreak values for use in automated allocation and approval processes. Administrators can upload or download CSV files containing agent values, eliminating the need to use REST APIs to import or update decision metrics.
Time-based filtering for opportunities and enrollments
Schedulers can now filter Opportunities and Enrollments by time as well as date. This enhancement enables users to narrow results to a specific time range, making it easier to find relevant records in high-volume environments.
Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1
Genesys Cloud has deprecated GPE Tracking SDK v1, which was available through the legacy GPE tracking snippet, along with the Tracking Settings under Predictive Engagement that controlled this legacy tracking behavior. Customers should migrate to Messenger and use digital user tracking to maintain event tracking, real-time customer journeys, and compatibility with web messaging offers and content offers.
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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