Genesys Cloud FedRAMP Region – September 8, 2025

Administrators can now access audit events for external contacts asynchronously through the audit API. This enhancement generates detailed audit logs for create, update, and delete operations on external contacts, organizations, relationships, and notes. Each event records who performed the action, what action was performed, and when it occurred. These logs help administrators and system support teams maintain a clear record of changes, improve compliance, and strengthen accountability and security.

Administrators can now select additional system disposition codes when configuring call rule conditions for outbound campaigns. These new options expand the set of available outcomes that can trigger wrap-up rules, giving administrators more flexibility to automate actions based on specific call results. This enhancement helps outbound campaign administrators fine-tune rules and improve campaign management by aligning conditions more closely with actual call outcomes.

Flow authors can now configure digital bots in Architect to send file attachments using public URLs as part of the Communicate and Input actions. Bots can send images, audio, video, and documents such as Word, .pdf, PowerPoint, and Excel files through supported messaging channels. This enhancement helps organizations expand automation use cases, such as sending invoices, receipts, tickets, and product books, and reduces the need to transfer interactions to agents for sharing files. By enabling bots to send a broader range of attachments, businesses can improve efficiency, reduce costs, and provide a complete customer experience directly within digital channels.

Genesys Virtual Supervisor and Copilot now supports AI summaries and and AI insights in Arabic United Arab Emirates (ar-AE, ar-001, ar-IL, ar-BH, ar-EG, ar-TN, ar-SA), Dutch Netherlands, (nl-NL), French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), German Switzerland (de-CH), Hindi India (hi-IN), Japanese Japan (jp-JP), Korean Korea (ko-KR), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT) languages.

Administrators can now add knowledge-related events and updated Virtual Agent events to Journey Management analysis. These events appear on the canvas alongside other journey events, making it easier for analysts to evaluate knowledge usage and Virtual Agent performance in the context of the full customer journey. This enhancement helps analysts identify friction points, measure the impact of AI initiatives, and improve knowledge content and engagement strategies.

Workforce Management (WFM) now fully supports ACD-routed workitems, giving workforce managers better visibility into workitem volumes and staffing needs. Administrators and supervisors can create forecasts, capacity plans, and schedules for ACD-routed workitems just as they do for voice and digital interactions. They gain deeper insight into agent workloads and performance across all interaction types. With this expanded capability, administrators and supervisors can optimize staffing and resource allocation to improve operational efficiency.