Customer engagement

• Agent reservation for customer-first callbacks
• Workitem analytics views: Improved accuracy of Answered metric
• List picker support in Mobile Messenger

Data, analytics, and reporting

• Journey Management multi-metric charts
• Journey Management effort score dashboard

Employee productivity

• Agent Copilot email thread summarization
• SMS interactions in the Genesys Cloud Associate app
• Voicemail transcriptions for personal and group voicemails

Open platform

• ServiceNow email metadata capture and auto-answer
• Expanded IANA time zone support

Self service and automation

• Preset conversation hooks for Agentic Virtual Agents
• AVA enhanced knowledge configuration for linking dependent variables
• AI Studio supports preconditions for tool inputs

Workforce engagement

• Add notes to shift trade requests

Customer engagement

• Planned network maintenance for Genesys Cloud Autonomous System Numbers
• BYOC Cloud support for inbound SIP digest authentication
• Facebook engagement metrics in social listening

Data, analytics, and reporting

• Event details panel in Journey Management
• Improved bulk metric exports in Analytics Performance Views

Employee productivity

• Configurable interaction deallocation period for Embeddable Framework
• Test agent checklists during configuration

Open platform

• Object dependency tracking for integrations

Self service and automation

• Configurable stages in case plans

Workforce engagement

• Support for automated evaluation attribution in analytics views
• Increased limit for agent scoring rules per program
• Restore quick filters and date navigation for time-off requests

Deprecations

• Deprecation: Salesforce data action username and password credential type

Customer engagement

• Concurrent call-session org metrics
• External contact favorites
• Enhanced workitem preview
• Requesting Off Queue presence status

Data, analytics, and reporting

• View external event schemas and configurations
• Custom conversation attributes native actions in Architect bot flows

Employee productivity

• Screen recording support for ChromeOS

Open platform

• CX Cloud auto-answer for interactions
• Inbox enhancements to manage group voicemails
• Agent-first callback handling in Unified Experience from Genesys and ServiceNow
• Support for agent-requested wrap-up for voice calls in Unified Experience

Workforce engagement

• Flexible meal and break times for agents
• Update unavailable times on behalf of an agent

Deprecations

• Deprecation: Model for agentic virtual agents

Customer engagement

• Native digital user tracking in Mobile Messenger
• Apple Messages for Business invitations
• Custom attributes in workitem list columns
• LAM-powered virtual agents in AI Studio
• Deterministic auto-merge for duplicate contacts

Data, analytics, and reporting

• Performance views data table now supports resizing, horizontal scrolling, and accessibility improvements

Workforce engagement

• Agent adherence adjustments
• Time-off management UI updates

Account management

• People and permissions user interface refresh
• Division awareness for canned responses
• Control access to Genesys Cloud with attribute-based access control (ABAC)

Employee productivity

• Copilot for work automation
• Intent miner Swiss German language support

Customer engagement

• Native Architect actions for customer intent
• Architect users can update external contacts using a native action in voice, inbound message and email flows
• Dynamic template selection for outbound digital campaigns
• Canned responses support file attachments

Data, analytics, and reporting

• Sensitive data masking support for Danish, Finnish, Norwegian, and Swedish messaging transcripts
• Sensitive data masking support for Danish, Finnish, Norwegian, and Swedish voice transcripts
• Analytics Aggregates API now returns only filter-matching groupings
• Dashboard ownership transfer

Open platform

• Genesys TTS Connector in secure call flows

Self service and automation

• Turn-level metadata in the Bot Flow Reporting Turns API
• Updated AI models for knowledge answer generation and highlighting
• Architect native actions for conversation attributes
• Transition to the latest agentic virtual agent model
• Advanced speech-to-text tuning for Microsoft and Deepgram engines
• Deepgram Flux and Nova native ASR support for virtual agents

Workforce engagement

• Control agent shift visibility in schedules

Deprecations

• Deprecation: Model for agentic virtual agents
• Deprecation: Removal of AI Guides (version 1)
• Deprecation: Genesys Cloud login web app can no longer be embedded in an iframe

Customer engagement

• Agentless outbound notifications for web and mobile messaging
• Web survey invitation send time configuration for digital interactions
• AI-generated summaries for linked case interactions
• Contact list and record retention
• Improved HTTP response handling for Architect data actions

Data, analytics, and reporting

• Dark and light mode theme options for Analytics Performance dashboards

Open platform

• ServiceNow incident and HR case routing support

Self service and automation

• Monitor LAM-based agentic virtual agents in the VA Performance dashboard
• Public APIs for agentic virtual agent management
• Navigate to utterance timestamps in call recordings within bot flows
• Spec-driven development for agentic virtual agents

Workforce engagement

• Workforce management administrator module date and time enhanced localization
• Agent State API enhancements

Customer engagement

• Participant names and avatars in Mobile Messenger
• ACD skill expression performance view and interaction columns

Data, analytics, and reporting

• Reprocess historical interactions with Speech and Text Analytics
• Reprocess interactions with updated topics on demand through UI

Employee productivity

• Third-party application responses in Genesys Agent Copilot

Self service and automation

• Agentic Virtual Agents deterministic conditioning for tool output values

Workforce engagement

• Live screen monitoring for agent supervision
• System-detected historical forecast outliers
• AI scoring support for Genesys Cloud CX2 with AI tokens

Deprecations

• Deprecation: Pointillist
• Deprecation: Salesforce data action username and password credentials

Account management

• Temporary removal of Pair with Genesys Care button from commercial regions
• Simplified permissions view with updated Select All controls

Customer engagement

• Improved detection of SMS opt-out requests
• Google Business Profile ratings and engagement source
• Social media follower count and verified status

Data, analytics, and reporting

• Improved accuracy and reliability of date-time picker

Employee productivity

• Filters and metrics in the Agent Copilot Performance dashboard

Workforce engagement

• Customizable activity code colors
• Enhanced screen recording playback

Deprecations

• Deprecation: Removal of AI Guides (version 1)

Account management

• Customizable inactivity timeout for organizations with the HIPAA setting enabled
• Add login hint to OAuth client URLs
• Assign divisions to ACD skills

Customer engagement

• Expanded Alphanumeric Sender ID Support

Data, analytics, and reporting

• Expanded External Contacts export support
• Journey Management data export for BI tools

Employee productivity

• Copilot AI agent configuration in AI Studio

Open platform

• Manual wrap-up codes for digital messaging in ServiceNow Unified Experience
• Multiple concurrent Genesys applications per user
• Enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice
• Data Actions support for Google Cloud Run Functions (v2)

Self service and automation

• Customize virtual agent interaction summaries

Workforce engagement

• Import decision metrics for workforce management
• Time-based filtering for opportunities and enrollments

Deprecations

• Deprecation: BYOC Premises – Genesys Hardware Solution end of life
• Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1

Account management

• European Sovereign region now available

Customer engagement

• Configurable answering machine detection and silent call timeouts
• Issue a secure pause when all internal participants leave a conference call

Data, analytics, and reporting

• External event administration for Journey Management
• Segment an interaction transcript and drill down into specific areas of interest

Employee productivity

• Intent health insights for Agent Copilot
• Genesys Cloud Copilot usage analytics dashboard

Open platform

• Genesys TTS Connector for third-party TTS engines
• Polish language support in Architect
• Digital messaging support for ServiceNow ITSM workspaces
• Genesys Cloud Voice services in the EU Sovereign Cloud region

Account management

• Custom user attributes for ABAC policies

Employee productivity

• Using custom attributes for knowledge filtering within Agent Copilot

Self service and automation

• Transfer interactions to another queue from the In-Queue Flow Error event
• Genesys Agentic Virtual Agent language support for Czech, Danish, Dutch (Belgium), Filipino, Finnish, French (Belgium), Greek, Hungarian, Malay, Norwegian, Polish, Portuguese (Portugal), Swedish, and Turkish
• Bot Flow can call another bot flow

Workforce engagement

• Evaluation and survey forms division awareness
• Batch adjust start times in the schedule editor

Deprecations

• Deprecation: Native voice transcription for Polish (pl-PL)

Customer engagement

• Mobile Messenger support for time slot picker
• Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
• Messenger input forms for digital bot flows
• Rate limiting for conversation assignment
• Caller ID inheritance for agent-created customer first callbacks
• Case record comments

Data, analytics, and reporting

• Sensitive data masking support for Hebrew and Turkish voice transcripts
• Sensitive data masking support for Hebrew and Turkish messaging transcripts
• Program-level sentiment and empathy analysis controls
• Increased dictionary terms limit for native transcription
• Improved native transcription accuracy for English dialects and specialized domains
• Sentiment Feedback user interface modernization
• Speech and Text Analytics configuration UI modernization
• Unified and scalable Genesys Cloud CX conversation data extraction

Employee productivity

• Call Session Service rollout for eligible organizations
• Associate mobile app rebrand and user experience refresh
• Bulk user operations for Genesys Cloud Copilot

Open platform

• ServiceNow email routing via Genesys Cloud

Self service and automation

• Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode
• Dark mode support and user interface update for Architect
• Improved Knowledge answers in Agent Copilot and Virtual Agent

Workforce engagement

• Work team-level access control for time-off requests
• Live screen monitoring for agent supervision
• Delete activity plans and future occurrences

Deprecations

• Deprecation: GPE journey outcomes
• Deprecation: Native voice transcription for Polish (pl-PL)

Customer engagement

• Engagement source tagging for Open Messaging
• Inline image rendering for X direct messages
• Campaign health view enhancements
• Detect and mask explicit images in social listening posts

Data, analytics, and reporting

• Improved native voice transcription for French dialects
• Styling and pagination improvements for Analytics dashboards and Performance views
• PATCH endpoints for external organizations, relationships, and notes

Employee productivity

• Supervisor takeover for active messaging conversations
• Agents can create summaries of interactions on-demand

Open platform

• Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)

Self service and automation

• Metadata-driven access control in knowledge fabric
• Knowledge Fabric API synchronization and file management enhancements

Workforce engagement

• Start and end times for full-day time-off requests

Account management

• Configure inactivity timeout redirect behavior for SSO
• Restrict OAuth client credential grants by IP address range

Customer engagement

• Organization-level agent evaluation rate limiting for routing assignments

Data, analytics, and reporting

• Journey Management charts support for numeric attributes
• Semantic topic spotting for topic configuration
• Broaden Journey Management perspective with external data source API

Employee productivity

• Update user menu in the new Genesys Cloud navigation
• Exact match in Agent Copilot checklists
• Agents can view and complete multiple Agent Copilot checklists during an interaction

Workforce engagement

• Increase the granularity of time off limits to 15 minutes, by agent
• Expanded employee inclusion rules for activity plans
• Editable activity plans for greater flexibility

Customer engagement

• Rate limiting for agent evaluations during best-skills routing

Data, analytics, and reporting

• Additional language support for transcription

Employee productivity

• Intraday metrics and simultaneous media type views on Insights mobile app
• Blocked days and manual approval days in Tempo time-off requests

Open platform

• Genesys Cloud Voice supports international dialing prefix restrictions
• CX Cloud for Genesys and Salesforce support for inbox voicemail and recordings
• OAuth client credentials support for Salesforce data actions

Self service and automation

• Verbatim user input configuration for Agentic Virtual Agent authors

Workforce engagement

• Sync manual schedule edits with Activity Plan occurrences
• Schedule set bidding
• Increased maximum work plan activity time from shift end

Customer engagement

• Caller ID inheritance for agent-created customer first callbacks
• Drill down from workitem dashboards to underlying workitems and agents

Data, analytics, and reporting

• Digital channel performance insights in Channel Insights dashboard
• Import Architect flows into Journey Management

Employee productivity

• Genesys Agent Copilot and Virtual Agent, and knowledge Filipino, Malay, Hebrew, and Greek language support

Self service and automation

• Update Agentic Virtual Agent tool configuration after saving
• Decision tables now support import and export functionality
• List and validate uploaded documents with the knowledge fabric API

Workforce engagement

• View volume and AHT forecasts in capacity plans
• Time off request filtering, sorting, and sequential approval
• Expanded answer options for AI scoring questions

Deprecations

• Deprecation: Any future permissions no longer included when selecting all permissions in a domain

Customer engagement

• Support for ACD skill expression filters
• Access to email header fields
• Expanded free-text response limit for web and voice surveys
• Message flows for public and private social messages

Data, analytics, and reporting

• Email alerts now include queue and agent names

Employee productivity

• Control download access for voicemail recordings
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients

Open platform

• Agent Copilot and Scripter support for CX Cloud messaging and email
• ServiceNow Unified Experience transfer tooltips show agent availability
• Multiple concurrent Genesys applications per user

Self Service and Automation

• Connection management for knowledge fabric

Workforce Engagement

• User Home workspace in Genesys Cloud Home
• Agent Activity widgets available in Home
• Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
• Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations

Deprecations

• Deprecation: Token Implicit Grant for OAuth clients
• Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs

Customer engagement

• DMARC monitoring for custom email domains
• Contactable time sets for outbound WhatsApp campaigns

Data, analytics, and reporting

• Semantic topic spotting for topic configuration
• AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish

Employee productivity

• Queue-based outbound calling in Communicate mobile app
• Control download access for voicemail recordings

Open platform

• Agents can place outbound calls on behalf of a queue from ServiceNow

Self service and automation

• Increasing limits for social data ingestion and escalation
• Configurable error handling for agentic virtual agents
• Genesys native speech-to-text available as a bot transcription engine
• Bot users can skip a question when they don’t know the answer
• Improvements to comfort statements in AVA virtual agent

Deprecations

• Deprecation: Native voice transcription for Polish (pl-PL)
• Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
• Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement

Customer engagement

• Web messaging – configurable guest session duration

Data, analytics, and reporting

• Async aggregate API endpoint
• STA and WEM add-on licensing now based on permissions
• Topic miner support for Turkish dialects

Open platform

• Hindi language support

Self service and automation

• Generate guides from agent conversation transcripts
• Create scheduled triggers to automate workflows

Workforce engagement

• Agreement score visibility in evaluation form editor
• Increased planning group and staffing group limits in capacity planning
• Work team as a permission condition in recording access control
• Permission conditions for screen recording access control

Account management

• New permissions for managing phone associations

Customer engagement

• Agent ownership support for customer first callbacks

Data, analytics, and reporting

• Improved accessibility and usability for analytics performance views date picker
• Add dictionary terms to EVTS – Transcribe

Employee productivity

• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Configure retention period for Genesys Agent Copilot summaries
• Genesys Agent Copilot expansion to social and digital messaging channels

Open platform

• Embedded Framework supports Group Name attribute for group ring calls
• Poly/HP ROVE Series managed phones available in Genesys Cloud

Self service and automation

• Configurable error handling for Agentic Virtual Agents

Workforce engagement

• Running Genesys Cloud Background Assistant (GCBA) with Windows service account

Customer engagement

• Use workitem expiry date as an automation milestone in Work Automation
• Contact Management UI enhancements
• Precise Dialing mode (Progressive mode with agent reservation)
• Single customer view: Customer journey support for cases, tasks, and workitems
• New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

• Journey Management improves support for ad-hoc journey analysis
• Improved identity resolution for Genesys Cloud web event and mobile app event tracking

Employee productivity

• Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Open platform

• Digital messaging channels available in Unified Experience

Self service and automation

• Agentic Virtual Agents can now return output variables to Architect
• LAM-powered Agentic Virtual Agents in AI Studio
• Voice processing prompts in bot flows

Workforce engagement

• 15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
• Snippet recording for ACD calls

Customer engagement

• WhatsApp support for interactive rich link messages
• Public availability of the workitems Query Sync API

Employee productivity

• Enable knowledge configuration for additional languages
• Add standalone phones to groups for group ring
• Genesys Summarization Connector for Agent Copilot interaction summaries

Data, analytics, and reporting

• Introducing Content Exploration view
• Charts user experience enhancements
• Add program filter to phrase testing in Topic Editor
• Topic miner support for Danish, Finnish, Norwegian and Swedish
• API-based dictionary management for EVTS with AWS Transcribe

Open platform

• Enable BYOI for new CX3 organizations with injected interactions

Self service and automation

• Support for custom ASR dictionaries in bot flows

Workforce engagement

• Generate schedules using minimum coverage
• API to export continuous forecast data for external use

Account management

• Improved Operational Console user interface
• New permissions for managing phone associations

Data, analytics, and reporting

• New PATCH API endpoint for external contacts
• Use AI to generate topic phrases

Employee productivity

• Secure pause available on all call types, not just ACD calls
• Pin messages in Collaborate chat for quick reference on mobile

Self service and automation

• API endpoints for uploading knowledge files using custom integrations
• Decision rules priority setting

Workforce engagement

• Average alert time metric for Gamification Profiles
• View evaluation scores in the interaction detail quality summary

Deprecations

• Deprecation: Token Implicit Grant for OAuth clients
• Deprecation: Open messaging inbound endpoint

Contact Center

• Upcoming end of native support for select Google and Microsoft TTS voices

Customer engagement

• Attempt control enhancements
• Native Architect action for customer intent retrieval
• Improved Global Media Fabric responsiveness with regional caching of Architect prompts
• Enhanced outbound WhatsApp messaging performance

Data, analytics, and reporting

• Sensitive data masking support for Arabic, Hindi, Japanese, and Korean voice transcripts
• Sensitive data masking support for Arabic, Dutch, Hindi, Japanese, and Korean chat and messaging transcripts 
• Extended Voice Transcription Services transition to Amazon Transcribe for all supported languages
• Architect journey flows data limit visibility and guidance improvements
• Genesys Cloud conversation attribute API support
• Analytics Aggregate API Top N sorting
• Journey management insights with survey events and virtual agent filters
• Introducing Channel Insights dashboard
• Improved native voice transcription accuracy for Spanish dialects
• Improved native voice transcription accuracy for specific English dialects

Employee productivity

• Configure combined voice utilization for ACD and non-ACD calls
• Inbound ACD voice call support on Communicate mobile app
• Manage user presence in the Communicate mobile app

Workforce engagement

• Monthly view for capacity planning results

Deprecations

• Deprecation: Mobile Messenger legacy Android and iOS code removal

Account management

• API for custom user attributes in user profiles
• Support for data filtering rules in outbound digital channels

Customer engagement

• Support for authenticated web messaging in single customer view

Self service and automation

• Genesys Virtual Agent support for knowledge fabric

Workforce engagement

• Granular access control for gamification using reporting hierarchy

Deprecations and announcements

• Deprecation: Administrator login using only user name and password

Customer engagement

• Inbound WhatsApp business calling
• Attempt control enhancements
• Automatically end preview interactions after wrap-up

Data, analytics, and reporting

• AI scoring model upgrade for natural-language evaluation questions

Employee productivity

• Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
• Manage user presence in the Communicate mobile app
• Queue ID attribute for embeddable framework click-to-dial

Open platform

• Genesys Cloud Voice phone number redirection for business continuity (US & Canada)
• Greater outbound performance and platform enhancements for BYOC Cloud
• Locale-based date and time display

Self service and automation

• LAM-powered virtual agents in AI Studio

Workforce engagement

• Automated agent scoring in speech and text analytics programs

Deprecations

• Deprecation: agent assistance

Open Platform

• Updated regional feature deployment schedule now in effect

Account Management

• Set default multi-factor authentication (MFA) device for multi-device users
• AuthorizedClientIDs SAML attribute for SSO integrations

Customer engagement

• Support for keyboard type in Apple Messages for Business forms
• Post-flow action in Architect message flows
• Customer intent taxonomy and agent visibility
• Automatically establish a persistent connection when an agent goes on-queue
• WebRTC idle media timeout 

Employee productivity

• Genesys Tempo cross-week shift trading
• Accessibility improvements for conversation initiation
• Agent Copilot queue filters
• Agent Copilot knowledge configuration support

Open platform

• Genesys Cloud Voice in Singapore
• Genesys Cloud Voice in Mexico
• WebRTC phone upgrade opt-in setting
• Seamless reconnections in AudioHook Monitor integrations

Self service and automation

• Introducing Knowledge Fabric

Workforce engagement

• Workforce management main forecast table view

Account management

• Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
• BYOC Premises Edge devices in Edges list view

Customer engagement

• Mobile Messenger support for markdown formatting
• Social direct messages, social post injections, and social post responses allowance increase per AI token
• Create rules based on workitem creation date
• Generate web survey links on demand with an API

Employee productivity

• Domain allow list for emails
• Summaries for consult transfers for Agent Copilot

Open platform

• CX Cloud in Salesforce after-call work component

Workforce engagement

• API to List Past Recognitions
• Real-time agreement rates in evaluation forms
• Reply-To field in email transcripts
• Long-term forecast and schedule generation up to 104 weeks
• Granular evaluation metrics in the Evaluation Aggregate API

Deprecations

• Deprecation: Mobile Messenger legacy Android and iOS code removal

Open Platform

• Updated regional feature deployment schedule now in effect

Customer engagement

• Outbound limit alerts for voice campaigns in the Operations Console
• Set post-call actions for voice calls using public APIs

Data, analytics, and reporting

• Improved native voice transcription accuracy for Spanish dialects

Employee productivity

• Conditional access policy support for Microsoft Entra ID
• Send group voicemail notifications to the group email address
• Add standalone phones to groups for group ring

Workforce engagement

• Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration

Deprecations and announcements

• Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

• Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

Open platform

• Update to regional feature deployment schedule effective January 2026
• CX Cloud from Genesys and Salesforce integration cloud-based user settings
• Generative AI Text-to-Speech (TTS) integration

Customer engagement

• Mobile Messenger support for rich media cards and carousels
• Social listening and response for Google Business Profile channel
• 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

• Extended voice transcription services support for Serbian
• Improved native voice transcription accuracy for specific English dialects
• 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

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
• Agent-to-agent consult and warm transfer for messaging interactions
• Custom prompts in advanced summary configurations
• Live character counter for ACW notes
• Internationalized date formats in Genesys Tempo

Account management

• BYOC Premises Edge devices in Edges list view

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

Open platform

• Mexico region deployment
• Singapore region deployment

Self Service and Automation

• Rule-based decisions and string list attribute support

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
• Deprecation: Administrator login using only user name and password

Employee productivity

• Streamlined navigation and information architecture update

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Open platform

• Greater outbound performance and platform enhancements for BYOC Cloud

Workforce engagement

• Workforce management override for time-off plan dates

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

Open platform

• Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
• Map participant data from Genesys Cloud to ServiceNow interaction fields

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

• Apple Pay support for Apple Messages for Business
• Architect digital bot flow list picker support
• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Administrators can now bring their own SMS SMPP provider
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Administrators can now search content from HTML emails
• Topic miner Korean and Japanese language support
• Native voice transcription for core dialects

Open platform

• Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) 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
• Unified Experience from Genesys and ServiceNow phone book support 

Workforce engagement

• Default answers for evaluation forms

Account management

• Web application firewall for public connections

Customer engagement

• Workitem appearance configuration
• Access audit events for external contacts via audit API
• Outbound dialing additional rule conditions system disposition codes
• File attachment support via URL for Architect digital bot flows
• Introducing rule-based decisions

Data, analytics, and reporting

• Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
• Journey management Knowledge and Virtual Agent events

Open platform

• Unified Experience from Genesys and ServiceNow Agent Copilot support
• Genesys Cloud Voice in Japan, Seoul, and Osaka regions

Workforce engagement

• Workforce Management (WFM) support for ACD routed workitems

Customer engagement

• Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

• Category aggregate data in analytics metrics
• Trigger process automation based on topics, sentiment, or empathy

Employee productivity

• Links to Genesys Cloud group chat room video sessions

Workforce engagement

• Configure GCBA with Microsoft Edge native messaging

Deprecations

• Deprecation: agent assistance

Employee productivity

• Multi contextual panels
• Call history enhancements for group calls

Customer engagement

• Support for mobile push notifications for unread message alerts
• Assign segments to external contacts for up to 30 Days
• Append outbound campaign performance statistics to the Campaign Performance view
• Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
• Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

• Interaction category creation support for Korean and Japanese languages
• Programs, topics, and phrases support for Korean and Japanese languages

Open platform

• Unified Experience ServiceNow ITSM support
• Configure alerts for Operational Console events

Workforce engagement

• Schedule coaching and learning sessions with greater flexibility

Employee productivity

• Multi contextual panels
• Segment filtering suppression on knowledge articles for Agent Copilot
• Improved Collaborate chat read and unread message sync

Customer engagement

• Increased DTMF input limit in Architect flows
• Outbound division-aware campaign schedules
• WhatsApp outbound campaigns pre- and post-contact triggers
• Outbound power and predictive campaigns sort by priority in skills-based dialing 

Data, analytics, and reporting

• Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

• Workforce management shift trades external activities support

Employee productivity

• Multi contextual panels
• Enable focus mode for agent apps
• Improved Collaborate chat read and unread message sync
• Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

• Access and promote external contacts directly in Architect
• Internal article linking within the knowledge base

Data, analytics, and reporting

• Search transcript content up to 90 days back
• Improved native voice transcription readability for Portuguese
• Exclude existing topics and phrases from topic mining
• Manage expiring and expired exports in the scheduled exports view

Self service and automation

• Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

• Set limits on shift types and weekend work in schedules
• Increased number of AI-scored questions allowed in evaluation forms

Employee productivity

• Multi contextual panels

Customer engagement

• Configurable outbound routes now available for customer first callbacks

Self service and automation

• Knowledge workbench V2 accessibility improvements
• Introducing Virtual Agent performance dashboard
• New metrics for Architect bot and digital bot flows in the Optimization dashboard
• Enhanced AI-powered slots for virtual agents

Workforce engagement

• Unlimited archived recording restorations

Deprecations

• Deprecation: Update a user’s presence without permission restrictions
• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Employee productivity

• Multi contextual panels
• Call forwarding enhancements with group search functionality

Account management

• Audit SAML authentications
• Increased SSO integrations allowance per identity provider

Customer engagement

• Messenger individual application provisioning and configuration redesign
• WhatsApp’s per message pricing update

Workforce engagement

• Policy-based station-side call recording
• Evaluation data access via consolidated reporting views
• Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

• Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Account management

• Enhanced groups profile configuration

Customer engagement

• Sort contacts by priority in skills-based dialing for progressive campaigns
• Sort contacts by priority for skills-based dialing in Preview campaigns
• Workitems List View filter enhancements
• Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

• Improved readability of native voice transcription in Spanish language transcripts
• Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

• New Genesys Cloud Voice phone number inventory report
• Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

• Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
• Genesys Cloud Virtual Agent language support for Italian
• Introducing Guides in AI Studio
• Introducing AI Studio

Workforce engagement

• Workforce management capacity planning

Deprecations

• Deprecation: Mobile Messenger SDK localization files storage
• Deprecation: BYOC Premises Edge Remote Survivability

Employee productivity

• Multi contextual panels
• Fax interface update

Customer engagement

• Architect digital bot flow time picker support
• Genesys Cloud Social support for Instagram
• Web Messenger support for time slot picker
• Retention of library selection in the Canned Responses Admin page
• Updated pricing for social direct messages, SMS, and agentless outbound email
• Enhanced email administration user interface

Data, analytics, and reporting

• AI Insights at a glance
• New digital response time and engagement metrics

Workforce engagement

• Evaluate up to 50 interactions per agent daily with AI Scoring
• Multiple answer selection in evaluation form questions

Deprecations

• Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
• Deprecation: Workforce management historical data delete job API endpoints

Employee productivity

• Multi contextual panels
• Agent Copilot summary API metrics and edited summaries

Customer engagement

• Configurable X integration sizes and new entry size
• Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

• Enhanced Performance dashboards with real-time agent status counts by work team
• AI insights about reasons for customer sentiment

Employee productivity

• Multi contextual panels
• Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

• Mobile Messenger SDK content profile support 
• Time-based conditions in call rule sets
• Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance 

Data, analytics, and reporting

• Program and Detected Category filters and columns in Content Search view

Open platform

• Script selection from in the Workitem Panel in Panel Manager
• CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

• Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

• Deprecation: ACD Web Chat 2.0 (Rest API)
• Deprecation: Agent Assist AI Experience tokens provisioning
• Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Employee productivity

• Multi contextual panels
• New email send permissions control

Customer engagement

• Sort by priority in skills-based dialing for Preview campaigns
• Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

• Group Ring column and filter in Interaction views

Open platform

• Wrap-up code integration between Genesys Cloud and ServiceNow
• On Demand log capture for agents

Workforce engagement

• Export agent summary data as PDF or CSV

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Quick replies, cards, and carousels for open messaging

Employee productivity

• Multi contextual panels

Data, analytics, and reporting

• Track and manage billing for Supervisor Copilot AI features
• Improved event list organization for enhanced journey building
• Event card editing and visualization in journey canvas

Open platform

• Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

• Enhanced recognition failure handling in Architect digital bot flows
• BYOC Cloud TLS X.509 certificates

Workforce engagement

• Shift trades across weeks within schedule to improve agent flexibility
• Find Agent Search field in gamification profiles

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Instagram support for external contacts identity resolution

Employee productivity

• Multi contextual panels

Data, analytics, and reporting

• Average Speed of Answer in Agent Performance views

Open platform

• Synchronize ServiceNow cases with Genesys Cloud work items

Workforce engagement

• AI scoring support for consult transfers

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Email administration user interface enhancements
• Retry configuration for unsuccessful customer first callbacks

Employee productivity

• Multi contextual panels
• Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

• Automatic role assignment for reactivated users

Self service and automation

• Content-based search for non-English knowledge base articles
• Architect help panel

Workforce engagement

• Enable audio selection with screen recordings in playback

Deprecations

• Deprecation: Analytics Transcripts Query Endpoint API

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Allow participants to clear web messaging conversations
• Architect inbound email flow AI intent and entity detection
• Web messaging French Canada, Greek, and Hindi support
• Outbound dialing campaign health indicator

Employee productivity

• Multi contextual panels

Data, analytics, and reporting

• Improved voice offered metrics for customer first callbacks

Workforce engagement

• Updated Genesys Cloud built-in learning modules
• Improved workforce management deferred workload prediction algorithm

Deprecations

• Deprecation: Mobile Messenger SDK localization files storage
• Deprecation: Workforce management historical data delete job API endpoints

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Next Contact Avoidance (NCA) in predictive routing

Employee productivity

• Multi contextual panels
• Agent Copilot configuration experience improvements

Account management

• Division assignment for external contacts and external organizations

Data, analytics, and reporting

• Save static interaction lists in Content Search
• Dedicated API endpoints for schema metadata retrieval

Open platform

• Phone book support in the Omni-Channel widget for CX Cloud
• Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
• Configurable timeout for data actions

Workforce engagement

• Enable audio selection with screen recordings in playback

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Introducing outbound WhatsApp campaigns support

Employee productivity

• Multi contextual panels
• Conversation details for agents
• Prevent agents from staying on queue without a selected station

Account management

• Attribute-based access control

Data, analytics, and reporting

• View average sentiment score across performance views
• Retrieve Estimated Wait Time (EWT) by label
• Analytics agent activity API filter and sort agents based on conversation activity
• Agent Timeline Detail view

Open platform

• Sync external email interaction data in Genesys Cloud EX
• Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

Workforce engagement

• Add or remove individuals from automatic development and feedback modules assignment
• Gamification Contests

Self service and automation

• Query jobs API typeId as a primary filter and increased filter limits

Deprecations

• Deprecation: Amazon Lex V1 bot integration

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Non-default content profile support for SMS

Employee productivity

• Multi contextual panels
• Improved accessibility in Tempo
• View possible shifts in the Genesys Tempo mobile app
• Notes panel improvements
• Wrap Up panel usability improvements 

Account management

• Introducing the Genesys Cloud CX 4 license

Data, analytics, and reporting

• On demand voice and digital transcript translation
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Open platform

• Script support in the CX Cloud from Genesys and Salesforce integration

Workforce engagement

• AI scoring in evaluation forms
• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Support for open messaging in Single Customer view

Employee productivity

• Multi contextual panels
• Agent Copilot configuration experience improvements

Data, analytics, and reporting

• Extended voice transcription services support for Turkish
• Support sentiment and empathy analysis for Hindi (Hi-IN)
• Date range and complete transfer type support for Journey Flows in Architect

Open platform

• Unified Experience from Genesys and ServiceNow embedded voice interactions
• Unified Experience from Genesys and ServiceNow with External Routing support

Workforce engagement

• Genesys Cloud updated built-in learning modules

Deprecations

• Deprecation: Billing APIs and UI components

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Typing indicators in Mobile Messenger

Employee productivity

• Multi contextual panels
• Conversation summaries on transfer with Agent Assist and Agent Copilot
• Notes panel improvements
• Wrap Up panel usability improvements 

Data, analytics, and reporting

• Journey Management date range configuration

Open platform

• Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

• Trigger process automation from Coaching or Learning state changes

Deprecations

• BYOC Premises – Genesys Hardware Solution deprecation

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Employee productivity

• Multi contextual panels
• Enable real-time queue and agent monitoring with customizable notifications on Android
• Improved Agent Copilot summarization for English and Spanish Dialects

Account management

• User settings page displays the last login date and time

Data, analytics, and reporting

• Insert a new event between two existing events in Journey Management
• Purchase Speech and Text Analytics as a standalone product
• Turn customer sentiment analysis on or off

Open platform

• Additional screen pop options in CX Cloud from Genesys and Salesforce
• Division-aware permissions and APIs for external contacts

Workforce engagement

• Increase screen recording duration for after-call work
• Set scheduling constraints for calendar months

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Auto answer for voice interactions on queue settings
• Auto answer for digital interactions

Data, analytics, and reporting

• Filter and search conversations by acoustic metrics and wrap-up codes

Employee productivity

• Agent Copilot summary analytics access via API

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

• Reminders for agents about their next scheduled activity

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Configure max calls per agent with decimal precision
• Recurring outbound campaign schedules
• Script support for workitems

Account management

• Customize inactivity timeout settings

Data, analytics, and reporting

• Topic miner Swiss German language support
• Improved attribute lists view for Journey Management events
• Configure performance dashboard widgets with work team and reports-to filters
• Filter customer journey data using numbers

Employee productivity

• Enhanced email input fields

Self service and automation

• Portuguese language support in Architect

Workforce engagement

• Workforce management historical data import improvement
• Assign coaching without workforce management scheduling
• Workforce management activity codes for coaching and learning

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• External contacts profile panel refresh
• Interactive WhatsApp templates with images and dynamic call-to-action buttons
• Automatic time zone mapping support for Genesys Cloud and Salesforce Integration

Account management

• Login banner added to Genesys Cloud login screen

Workforce engagement

• Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

• Deprecation: Legacy ACD web chat (version 1)
• Deprecation: Legacy co-browse and screenshare

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Regex custom data filtering to protect sensitive information for co-browse
• Preserve routing information for callbacks and voicemails
• Define rule conditions based on workitem dates
• Updated agent canned responses panel
• Bulk workitem addition via API

Data, analytics, and reporting

• Share dashboards with work teams and individuals
• Agent performance reports for inactive and deleted users
• Improved native voice transcription accuracy for French
• Normalization of Digits in German for Low Latency transcription.

Employee productivity

• Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users

Open platform

• CX Cloud from Genesys and Salesforce Agent Copilot support
• Custom node.js code as part of a data action
• Division-aware permissions and APIs for external contacts

Workforce engagement

• Improved search and filters for screen recorded interactions

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• SMS and E-mail campaign automation using campaign rules

Data, analytics, and reporting

• Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
• Hindi programs, topics, and phrases support
• Complex journeys persist in post calculation sequenced path order on Journey Management

Employee productivity

• Add descriptions to collaborate chat rooms

Workforce engagement

• Improved deferred workload prediction algorithm

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification

Account management

• Control scripts access based on division membership

Data, analytics, and reporting

• Native voice transcription support for Swiss German
• Improved native voice transcription accuracy for Spanish

Employee productivity

• Voicemail push notifications in Communicate mobile app

Open platform

• CX Cloud from Genesys and Salesforce language support
• Supporting links for operational event details

Self service and automation

• Track and optimize flow size with enhanced insights

Workforce engagement

• Improved workforce management schedule editor agent filter and sort
• Workforce management weekly staffing requirements with ABM forecasts
• Improved deferred workload prediction algorithm

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Authenticated messaging enabled for Mobile Messenger
• View Mobile Journey Tracking for enhanced agent insights
• Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

• Audit Viewer granular detail of role changes

Customer Engagement

• Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

• Preview active emails in queue and parked emails
• Collaborate chat hyperlink ability

Open platform

• Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

• Capture slot values via LLMs with Genesys Virtual Agent
• Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

• Workforce management activity smoothing and schedule variability

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Quick replies, cards, and carousels for open messaging
• Automatically pause co-browse session for specific pages
• Real-time WhatsApp message status tracking
• External Contacts external ID support
• Workitems List View filter and sort support

Data, analytics, and reporting

• Enhanced bulk import for external contacts

Employee productivity

• Automatic missed call notifications for mobile communicate users

Workforce engagement

• GCBA proxy server support
• Enhanced date format display for workforce management agents

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Active callback columns for performance views

Account management

• Simplified customer firewall requirements

Data, analytics, and reporting

• Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

• Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
• Multi contextual panels

Self service and automation

• Introducing Genesys Cloud Virtual Agent
• Drag and drop in Architect builders
• Content based search for knowledge articles

Workforce engagement

• Workforce management read-only continuous forecasting
• Configurable time-to-live (TTL) for auto-generated recording URLs

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Automatic time zone mapping support for European organizations
• Rule conditions and advanced capabilities for campaign rules
• Identifier claim management for external contacts

Account management

• Telephone resource limits in Admin UI

Data, analytics, and reporting

• Interactive charts for journey analysis

Employee productivity

• Supervisor access to voicemail metrics

Workforce engagement

• Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
• Manually assign work plans with future effective dates

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

Account management

• Improved Genesys Cloud storage cost calculator

Data, analytics, and reporting

• Content Search lookback for words and phrases extended to 60 days
• Flow insights overlay for flow performance analysis

Employee productivity

• Disable WebRTC audio and alert notifications in the embedded client
• Preferred device profiles
• Improved summarization readability and efficiency for agents

Open platform

• Guided setup experience for CX Cloud installation

Self service and automation

• Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

• Enhanced agent and supervisor activity overview screen
• Workforce management notifications for process automation triggers
• Workforce management Business Unit/Management Unit and Time Zone placement in views

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
• Deprecation: Google Agent Assist for Genesys Cloud

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Workitem query and filter improvements
• Direct access to interaction details from the Customer Journey tab
• Enhanced workitems list view with column picker and advanced filtering
• Web messaging support in the Zurich (EUC2) region

Data, analytics, and reporting

• Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
• Real time data update indicators in analytics views
• View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

• Enhanced control over agent assistance access
• Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Open platform

• Hardware and OS support for CHS Large devices
• Genesys Cloud Voice number management UI improvements

Workforce engagement

• Workforce management per minute scheduling granularity

Account management

• Counted limits monitoring and alerts
• WebRTC Media Helper enabled by default with allowed IP addresses feature
• Custom inbound data filtering rules for digital channels

Customer engagement

• Prerequisites in expandable section of Resource Center articles
• Park email interactions

Data, analytics, and reporting

• Dashboard Owners page
• Increase quality management topic limit to 5000 on request
• Journey management with Funnel analysis

Open platform

• Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

• Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

• Screen recording playback UI modernization
• Improved customer sentiment and agent empathy analysis for English dialects

Customer engagement

• Auto-termination for closed workitem statuses

Workforce engagement

• Activity plans for optimal workforce management scheduling

Customer engagement

• Barge-in capability for supervisors and administrators

Data, analytics, and reporting

• Enhanced agent status visibility for supervisors

Employee productivity

• Utilization labels for Click to Dial API

Open platform

• Genesys Cloud Voice phone number availability in LATAM countries
• Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce

Workforce engagement

• Real time update of gamification scores

Deprecation

• 2024 Genesys CIDR expansion and firewall requirements notification

Account management

• Hourly interacting users billing option

Customer engagement

• Highlight markdown support in web messaging
• Outbound open messaging on behalf of a queue

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese
• Introducing digital performance monitoring views

Employee productivity

• Genesys Agent Assist available for Japanese language

Self service and automation

• Select multiple segments in knowledge article variations
• Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
• Introducing Architect Replay Mode
• Advanced Architect execution data capabilities for all flows

Workforce engagement

• Improved navigation between published schedules in the workforce management schedule editor
• Genesys Cloud Workforce Management work plan bidding

Customer engagement

• Introducing Work Automation

Data, analytics, and reporting

• Topic miner German, Italian, and Portuguese language support

Employee productivity

• Introducing direct routing to dedicated users
• Introducing Genesys Agent Copilot

Open platform

• Dynamic documentation and trigger enablement for the Operational Console

Workforce engagement

• Manage time-off details in the workforce management Time-off Limits view
• Trade alternative shifts for enhanced workforce management shift management

Deprecations

• Deprecation: Mobile Messenger SDK for React Native apps

Platform

• Japanese translation of the Export report

Customer engagement

• Limit agent actions during co-browse sessions

Data, analytics, and reporting

• Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
• Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
• Architect supported languages user interface enhancements
• Collapsible card interface in Architect actions

Workforce engagement

• Improved native voice transcription accuracy for Dutch

Deprecations

• Deprecation postponement: Legacy alerting system

Data, analytics, and reporting

• View speech and text analytics data for a year at a time

Customer engagement

• Granular control for clearing or signing out of web visit or journey sessions

Self service and automation

• HELD (HTTP Enabled Location Delivery) for E911 Location Information

Workforce engagement

• Interaction recording download tracking in audit trail

Deprecations

• Deprecation: Open messaging inbound endpoint

Customer engagement

• SMS UK long code purchase requirement
• Expanded campaign rule actions for enhanced automation
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Reconnect and reply to closed email
• Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

• Enhanced dictionary management

Employee productivity

• Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
• Enhanced privacy controls for ad hoc recordings

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

• Enhanced employee recognition for improved engagement

Account management

• Simplified customer firewall requirements

Customer engagement

• Enhanced message delivery status in messenger widget

Employee productivity

• Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
• Insights app for iOS
• Direct voicemail non-ACD call transfer for enhanced call management

Open platform

• Enhanced AudioHook Monitor configuration and migration process

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Workforce engagement

• SCORM 1.2 learning standard conformance
• Learning module improvements

Deprecations

• Deprecation: ACD Web Chat 2.0 (Rest API)
• Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

Account management

• View all groups permission

Data, analytics, and reporting

• United Kingdom Genesys Cloud SMS users
• Interaction categories for interaction analysis

Customer engagement

• File attachments via supported content profile
• Queue segmentation of canned responses
• Re-use SMTP connections in outbound email

Self service and automation

• Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

• Supervisor WEM dashboard

Customer engagement

• Auto-answer functionality for agents in preview campaigns
• Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

• Improved interval granularity for ad-hoc exports
• Edit and rerun scheduled exports
• Export panel enhancements

Employee productivity

• Genesys Agent Assist summarization Spanish support (preview)
• Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

• Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
• Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
• BYOC Cloud TLS X.509 certificates
• Architect data tables user interface updates

Workforce engagement

• Insights visual charting for supervisors

Deprecations

• Deprecation: BYOC Premises Edge Remote Survivability
• Deprecation: Active screen recordings UI

Account management

• Operational console to monitor and view operational events

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

• Enhanced search capability within skill expression groups

Workforce engagement

• Leaderboard view disabled for organizations with disabled gamification
• Change forecast associated with a schedule
• Recording bulk action API improvement for aged recording management

Deprecations and announcements

• Deprecation postponement: Legacy alerting system

Employee productivity

• Conversation summarization with Genesys Agent Assist for Voice
• Agent dashboard email component update

Open platform

• Audit Viewer alternate search parameters support

Workforce engagement

• Inbound and outbound filter for gamification metrics

Deprecations and announcements

• Deprecation postponement: Active screen recordings UI

Workforce engagement

• Automated time-off approval for grouped agents

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support

Employee productivity

• Genesys Agent Assist knowledge article feedback
• Public APIs for Collaborate chat room management and chat messages
• Remove users from Collaborate chat rooms

Data, analytics, and reporting

• Improved native voice transcription accuracy for Italian

Customer engagement

• Skills-based dialing for Preview and Progressive campaigns
• Configure labels to manage interactions
• Genesys Cloud Voice in Italy
• Refreshed Predictive Engagement user interface

Deprecations and announcements

• Deprecation: Outbound Search Audits view
• Deprecation: Native X (formerly Twitter) third-party direct messaging channel

Customer engagement

• Enhanced pacing control in dialing campaigns
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Enhanced external contacts data access control for agents

Data, analytics, and reporting

• Improved native voice transcription accuracy for Spanish

Self service and automation

• Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

• APIs to integrate external learning modules

Deprecations and announcements

• Deprecation: Adobe data actions integration removal
• Deprecation: Pointillist Community

Customer engagement

• Transfer APIs and associated permissions
• Client Credential Flow (CCF) authentication support for SMTP integrations
• Support for multiple external email participants

Data, analytics, and reporting

• Architect Flow Insights toggle for bot and digital bot flows
• Improved accuracy of Irish street names in English native voice transcription

Open platform

• Update agent preferred name via public API
• Asia Pacific satellite region deployment

Self service and automation

• Search for a knowledge base article by ID in Architect

Workforce engagement

• Support for disputed evaluations on gamification metrics scorecards

Data analytics and reporting

• Improved native voice transcription accuracy for Japanese

Employee productivity

• Enhancement of inactivity timeout in embedded clients

Open platform

• Osaka, UAE, and Zurich region deployments

Workforce engagement

• Suppress recording when a call is on hold

Deprecations and announcements

• Deprecation: Legacy ACD web chat
• Deprecation: Google Agent Assist for Genesys Cloud
• Deprecation: Legacy co-browse and screenshare

Customer engagement

• Advanced input file pre-processing
• Additional file format support for contact lists

Open platform

• Portuguese language support

Self service and automation

• Historical execution data for Architect bot flows and digital bot flows

Workforce engagement

• Workforce management navigation menu grouping
• Staffing requirements and performance metrics in the Schedules screen

Deprecations and announcements

• Deprecation: Legacy alerting system

Customer engagement

• Improved digital agent-to-agent transfer
• Increased number of outcomes limit

Data, analytics and reporting

• Sensitive data masking French and Italian language support
• View daily agent login and logout activity for multiple agents
• Enable/disable evaluation and survey data in Interactions and My Interactions views
• Analytics user interface enhancements
• Introducing external contacts and external organizations filters and columns in performance views

Self service and automation

• Architect data tables user interface updates
• Triggers UI improvements

Workforce engagement

• Change agent schedulable status from the Agents view
• Change daily values and distribution forecast modification type

Deprecations and announcements

• Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

Account management

• Control wrap-up code access within divisions

Customer engagement

• Outbound dialing contact list builder
• Mobile customer journey tracking
• Improved call analysis response performance
• Mobile app event orchestration

Data, analytics and reporting

• Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
• Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Open platform

• CX Cloud from Genesys and Salesforce integration

Self service and automation

• Knowledge workbench V2 Japanese language support

Workforce engagement

• Improved Automatic Best Method (ABM) forecasting accuracy
• Average Talk Time gamification metric
• Learning modules with rich text format
• Supervisor insights improvements

Deprecations and announcements

• Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
• Deprecation: Genesys Cloud SSO certificate expiry

Account management

• Change password set/reset workflow
• Password policy minimum requirements

Customer engagement

• Increased support for non-E.164 format phone numbers in Single Customer View
• In-queue and scheduled callback automation
• Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

• Topic miner French language support
• Mine for new trending topics in email interactions
• Sentiment Analytics data in Agent/Queue/Flow Topic views
• Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Workforce engagement

• Screen recording available in Genesys Cloud CX 1 license

Data, analytics and reporting

• Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
• Content search enhancements

Open platform

• Genesys Cloud Voice in Brazil

Self service and automation

• Category and subcategory navigation in the knowledge portal
• Header background and category icon images in the knowledge portal

Workforce engagement

• Routing > Schedules is now Routing > Operating Schedules
• Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations

Deprecations and announcements

• Deprecation: Canned reports

Customer engagement

• Add media to an Outbound SMS campaign
• Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

• Evaluator value update based on submission
• Create in-app toast notification alert rule
• Analytics Performance views accessibility improvements

Workforce engagement

• Quality evaluation revision enablement for rescores
• Quality management evaluations assignment
• View time-off balances from an external HR system on Genesys Tempo
• Dispute completed quality management evaluations

Account management

• Division-aware configuration objects default to all divisions
• Assign divisions to secondary statuses
• User settings page displays the last login date and time

Customer engagement

• GCV outbound fraud protection

Data, analytics and reporting

• New speech and text analytics permissions
• Agent empathy analysis API for English transcripts
• New analytics dashboard metrics
• Messenger co-browse toolbar improvements
• Remove agents who deselect their phone from the queue

Employee productivity

• Agent target selection interface and workflow improvements

Workforce engagement

• Assign division specific secondary status codes for agents

Customer engagement

• Search domain names and email addresses
• Inbound call handling site for BYOC Cloud trunks
• Supported file attachments update in third-party messaging

Data, analytics, and reporting

• Configure rules for any user in a work team

Self service and automation

• Cards and carousels for digital bot conversations
• Expanded knowledge portal availability

Workforce engagement

• WEM activity widget for Genesys Cloud for Embedded Framework
• Architect workflow automated notifications

Deprecations and announcements

• Deprecation: Active Screen Recordings UI

Customer engagement

• Open messaging typing indicators

Data, analytics, and reporting

• Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

• Architect workflow trigger automation
• Introducing Genesys Cloud CX Accelerators

Self service and automation

• Support center name change
• Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
• Introducing the Architect Optimizations dashboard
• Architect flow outcomes and milestones user interface updates

Workforce engagement

• Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

Customer engagement

• Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
• Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

Data, analytics, and reporting

• WebRTC Media Helper in Analytics

Self service and automation

• Architect zoom enhancement and legacy user interface toggle removal

Workforce engagement

• WEM activity views in Genesys Cloud for Salesforce embedded client
• Telephony administrator user interface updates

Deprecations and announcements

• Search Audits APIs deprecation postponement

Customer engagement

• Conditional group routing as the timeout routing method for preferred agent routing
• Require the WebRTC Media Helper
• Custom music for agent-initiated hold duration
• End interactions automatically when agents logoff
• Improved media handling for outbound message attachments

Data, analytics, and reporting

• Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
• Introducing the Genesys Cloud Analytics Add-on (A3S)
• Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

• Genesys Cloud for Chrome extension update
• Calling party ID in p-asserted identity SIP header
• Yealink headsets support

Self service and automation

• Additional formatting for knowledge workbench v2 articles
• Test digital bot flows in real time
• Intent health in Architect bot flows and digital bot flows

Workforce engagement

• Quality evaluation scores now available as a gamification metric

Deprecations and announcements

• US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
• Arrow Electronics partnership and end of preconfigured edge appliances program
• Deprecation: CX digital agent workspace (digital desktop only)
• Japanese translation of “idle” inconsistency