List of the Genesys Cloud FedRAMP Region release notes that include the analytics and reporting release notes tag.
Expand all Collapse all 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
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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
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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
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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
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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
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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
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