Genesys Cloud – August 17, 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.
Universal Logout for linked clients
Administrators can now enable a Universal Logout setting that synchronizes user-initiated logouts across linked clients. When enabled, logging out of one client automatically logs the user out of all other active clients. This organization-level setting helps provide a more consistent experience across embedded and integrated applications. Universal Logout applies only to user-initiated logouts and does not synchronize inactivity timeouts. This enhancement reduces the need for multiple manual logouts and improves session consistency across linked clients.
Centralized case management view for supervisors and case managers
Supervisors and case managers can now use a centralized view to browse, search, and manage active and closed cases. This feature helps users monitor case workload, identify cases that require attention, and perform actions such as viewing details, updating, and terminating individual cases.
Accessibility improvements in script editor
Administrators can now use updated tools with the script editor to create more accessible scripts. These enhancements modernize the script editor UI and improve usability for all users, helping to ensure a more inclusive experience when building and managing scripts.
Filters and metrics in the Agent Copilot Performance dashboard
Supervisors can now filter the Agent Copilot Performance dashboard by Copilot or queue. This update allows supervisors to focus on specific Copilots or groups of interactions. Supervisors can also view new metrics, including answer generation metrics and After Call Work summary generation time. These metrics provide additional insight into Copilot usage and the time required to generate summaries.
Associate mobile voice experience enhancements
Administrators can now enable several enhancements to the Associate mobile voice experience that improve call visibility, queue workflows, and reliability. Users can view the final queue or group that handled a call, see external contact names for active calls and call history, access voicemail transcripts, place outbound calls on behalf of a queue, transfer active calls to queues, and see when another group member answers a group ring call. These enhancements also include automatic WebRTC station re-association during login to help provide reliable call delivery.
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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