Genesys Cloud Release notes
Account Management
- Group-based inactivity timeout
Customer Engagement
- Priority dialing for campaign management in the Salesforce CX Connector
- Enable dynamic sorting for Salesforce CX Connector campaigns
- Support for multiple from email addresses per queue
- Operational Console support for Twitter/X integration monitoring
Customer engagement
- Warm invite participants to an ACD conference
- Caseplan builder for Case Management
Data, Analytics & Reporting
- Topic Miner support for Hebrew and Zulu
Employee Productivity
- Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant
Employee productivity
- Summaries for long interactions in Agent Copilot
Open platform
- Dedicated IAM role for BYOT Amazon Polly integration
Self service and automation
- Guides support richer variable types and internal scoped variables
- Agentic Virtual Agents (AVA) support masking variables for privacy and context management
- View selected folders in knowledge fabric connected sources
Self Service & Automation
- View AVA execution history via public API
Workforce engagement
- On-queue opportunities for workforce management
Deprecations
- Deprecation: GPE journey outcomes
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