Genesys Cloud – Features coming soon

Web Directory now uses Proof Key for Code Exchange (PKCE) for authentication. This update prevents access tokens from appearing in browser URLs, improving security and helping organizations address authentication vulnerabilities identified during security assessments.

Administrators can now scope individual roles for users and groups in Authorized Organizations to one or more divisions. Previously, these roles could only be scoped to All Divisions. Administrators can view the roles assigned to an authorized user or group and select the divisions that apply to each role. This capability limits access to the resources required for the user's or group's responsibilities and provides the same division-based role scoping available for other Genesys Cloud users and groups.

Administrators can now configure Domain Allow Lists to allow agents to reply to or forward emails to recipients outside the allow list when those recipients appeared in the most recent email in the conversation. Administrators can also allow agents to initiate new outbound emails from ACD queues to addresses outside the allow list. Both options are configured per Domain Allow List and are disabled by default. Domain Allow Lists also support wildcard domains in the *.example.com format, which includes subdomains but not the root domain unless it is added separately. These options reduce the need to continually add individual customer and third-party domains while allowing administrators to retain control over where agents can send emails.

Administrators can now enable an updated summarization model for Agent Copilot. When administrators select the Use latest model option in the Agent Copilot configuration, Agent Copilot uses the updated model for Configurable, Advanced, and on-demand summaries. This enhancement provides improved summarization capabilities while using a model that is natively supported in the applicable Genesys Cloud region.

Administrators can now use a JSON mode in the data action test UI to explicitly define input values as omitted, empty strings, or null. This enhancement provides greater control over test payloads and helps administrators more accurately reproduce and troubleshoot data action behavior observed in production.

Agents can now complete wrap-up for ServiceNow email interactions routed through Genesys Cloud and have the wrap-up data synchronized with ServiceNow. For transferred email interactions, Genesys Cloud aligns with ServiceNow's single-wrap-up-per-ticket model so that the final agent's wrap-up is captured and synchronized to ServiceNow. Wrap-up for earlier agents in the transfer chain is handled according to the configured Genesys Cloud wrap-up behavior and may appear as skipped in Genesys Cloud analytics. This capability keeps wrap-up information consistent between Genesys Cloud and ServiceNow while supporting transferred email interactions.

Administrators and flow authors can now view memory usage information for flow-authored variables in Architect. Flow execution data tracks the highest amount of variable memory used during a flow instance and identifies the execution item where that peak occurred. When replaying a supported flow, users can view the peak memory usage and navigate directly to the corresponding execution item. Architect also shows the initial size of individual variables. These insights help flow authors identify variables and execution paths that consume significant memory and troubleshoot inefficient variable usage before it affects flow execution.