Genesys Cloud – Features coming soon

Telephony administrators can now enable SIP digest authentication for inbound BYOC Cloud carrier trunks. This feature provides standards-based authentication of inbound SIP requests, adding a layer of sender verification beyond IP-based access control lists (ACLs).

Administrators and marketers can now view Facebook engagement metrics for owned-page posts in the social listening Performance and Posts views. Engagement metrics include likes and reactions, shares, comments, and views for video and Reels posts. Genesys Cloud retrieves engagement metrics when it ingests a post and updates them when Meta reports new engagement activity. Users can also filter and sort posts by engagement metrics, making it easier to evaluate how Facebook content performs without checking engagement directly in Facebook.

Analysts can now click an event card on the Journey Management canvas to view a read-only side panel with key configuration details. The panel displays the event name and type, applied filters and whether they include or exclude values, and configured time or count filter rules. The panel is available in both edit and view modes for Genesys and external events. This feature makes existing journeys easier to understand and review without opening and inspecting each event card individually.

Genesys Cloud introduces export enhancements to handle high-volume exports from the agent, queues, skills, and DNIS performance views. This feature makes the year-to-date exports run more reliably regardless of an organization’s conversation volume and eliminates the need to run the exports in separate date spans.

Administrators can now configure the interaction deallocation period in the Genesys Cloud Embeddable Framework. This feature allows organizations to adjust or remove the default two-minute delay that keeps completed interactions on the agent roster, helping to reduce roster clutter and align conversation removal behavior with their workflows. Administrators can turn off the deallocation period to remove completed interactions immediately or retain a grace period for workflows that require time to complete post-call activities.

Administrators can now test agent checklists against conversation transcripts while creating or editing a checklist. This feature allows administrators to select or paste a transcript and immediately see which checklist items match or do not match, along with supporting transcript evidence when available. Administrators can re-test checklists as they refine the configuration, helping them validate checklist behavior and identify configuration issues before publishing.

Administrators can now view relationships and dependencies between Genesys Cloud objects, including integrations, data actions, and Architect flows. This feature helps administrators understand the impact of changes and determine whether an object can be safely modified or removed.

Genesys Cloud users can now control calls on their WebRTC softphone using physical buttons on supported Poly and Jabra headsets through WebHID integration. This enhancement eliminates the need for proprietary desktop applications, enabling features such as answer, end, mute, and manage calls directly from the headset in Chromium-based browsers. The update helps improve agent productivity and streamlines headset integration with Genesys Cloud.

Administrators can now add, delete, and reorder stages in case plans to better align case structures with their business processes. Case plans can include between one and five stages, and the agent experience displays only the stages configured for the case plan. Previously, case plans used a fixed three-stage structure.

Administrators and supervisors can now distinguish, filter, and report on evaluations that are automatically generated by Agent Auto-Evaluation Forms, in addition to those submitted manually. Analytics UI, Interaction Search, and Evaluation views now include new filters and labels to identify automated (Virtual Supervisor) versus manual evaluations. This enhancement helps users monitor automation adoption, analyze performance trends by evaluation type, and ensure accurate attribution in reports and dashboards.

Quality administrators can now configure up to 20 agent scoring rules per quality program, an increase from the previous limit of 5. Organizations can use additional scoring rules to support more complex evaluation scenarios within a single program instead of creating separate programs to work around the previous limit. This change makes larger quality programs easier to configure and maintain.

Administrators, supervisors, and workforce planners can now use quick status filters and previous/next date range controls in the Time-Off Requests view. Users can click the Pending, Approved, Denied, or Cancelled status counts to filter the request list without manually configuring a status filter. They can also use previous and next controls to move between adjacent date ranges without reopening the date picker. The controls move by the length of the selected range - for example, a one-day range moves by one day and a seven-day range moves by seven days. These changes reduce repeated date and filter setup when reviewing time-off requests.

On October 7, 2026, Genesys Cloud will deprecate the Salesforce (legacy) credential type, which uses the Salesforce OAuth Username-Password Flow for Salesforce data actions integrations. This change aligns with Salesforce's deprecation of the OAuth Username-Password Flow. Customers must migrate their existing Salesforce data actions integrations to the Salesforce (OAuth Client Credential Flow) credential type, which uses the OAuth 2.0 Client Credentials Flow.