Genesys Cloud FedRAMP Region – speech and text analytics tag

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
• 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