Account management

• People and permissions user interface refresh

Customer engagement

• Requesting Off Queue presence status
• Sort workitems by custom attributes
• Monitor and respond to non-owned Facebook pages

Data, analytics, and reporting

• Agentic Virtual Agent turn details in Journey Management

Open platform

• Telephony administrators can now self-enable Japanese language models

Self service and automation

• Knowledge Fabric file browser for uploaded documents

Workforce engagement

• Control agent shift visibility in schedules

Deprecations and announcements

• Deprecation: BYOC Cloud TLS Ciphers

Customer engagement

• Agent reservation for customer-first callbacks
• Workitem analytics views: Improved accuracy of Answered metric

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

Self service and automation

• 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
• Enhanced workitem preview
• Concurrent call-session org metrics

Data, analytics, and reporting

• Event details panel in Journey Management
• Improved bulk metric exports in Analytics Performance Views
• Copilot panel and chart expansion in journey management
• Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant

Employee productivity

• Configurable interaction deallocation period for Embeddable Framework
• Test agent checklists during configuration
• Get step-by-step guidance with Copilot to manage and configure Genesys Cloud
• Perform multi-step user management tasks with Copilot — from onboarding to permissions and skill assignments.
• Enhance employee productivity with Copilot
• AI-powered audit assistant for change insights
• Bulk user operations for Genesys Cloud Copilot
• Genesys Cloud Copilot usage analytics dashboard
• Copilot AI agent configuration in AI Studio
• Copilot for work automation
• Free and unreported utility actions for Genesys Cloud Copilot
• Structured data cards and lists in Genesys Cloud Copilot
• Agent Recognition Assistant AI Agent
• Work Teams Assistant AI Agent
• WFM Time Off Assistant AI agent
• Static actions on Copilot home screen for faster onboarding

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

Data, analytics, and reporting

• Enhanced dictionary management for Genesys Cloud native transcription

Employee productivity

• Granular ACD voicemail permissions

Open platform

• ACD voicemail routing for CX Cloud from Genesys and Salesforce
• Granular configuration for AudioHook streams
• Support for CCX firmware version 9.3
• Genesys TTS Connector for third-party TTS engines

Self service and automation

• Enhanced AVA utterance history with turn-level triage metadata
• Knowledge optimizer dashboard enhancements
• Decision table version history and rollback

Account management

• People and permissions user interface refresh
• Division awareness for canned responses
• Control access to Genesys Cloud with Attribute-Based Access Control (ABAC)

Customer engagement

• Contact list and record retention
• 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

• Analytics Aggregates API now returns only filter-matching groupings
• Dashboard ownership transfer

Employee productivity

• Intent miner Swiss German language support

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

Deprecations

• Deprecation: Genesys Cloud Login web app can no longer be embedded in an iframe
• Deprecation: Model for agentic virtual agents

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
• Centralized case management view for supervisors and case managers

Data, analytics, and reporting

• Dark and light mode theme options for Analytics Performance dashboards

Self service and automation

• Monitor LAM-based agentic virtual agents in the VA Performance dashboard
• Navigate to utterance timestamps in call recordings within bot flows

Workforce engagement

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

Account management

• Universal Logout for linked clients

Data, analytics, and reporting

• Reprocess interactions with updated topics on demand through UI
• Reprocess historical interactions with speech and text analytics

Employee productivity

• Accessibility improvements in script editor
• Third-party application responses in Genesys Agent Copilot
• Filters and metrics in the Agent Copilot Performance dashboard
• Associate mobile voice experience enhancements

Open platform

• Enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice

Self service and automation

• Agentic Virtual Agents deterministic conditioning for tool output values

Customer engagement

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

Workforce engagement

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

Account management

• Simplified permissions view with updated Select All controls

Customer engagement

• Social media follower count and verified status

Data, analytics, and reporting

• Improved accuracy and reliability of date-time picker

Self service and automation

• Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode

Workforce engagement

• Customizable activity code colors
• Enhanced screen recording playback

Account management

• Add login hint to OAuth client URLs
• Assign divisions to ACD skills

Customer engagement

• Detect and mask explicit images in social listening posts

Data, analytics, and reporting

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

Open platform

• Multiple concurrent Genesys applications per user
• 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: Genesys Predictive Engagement (GPE) Tracking SDKv1

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

Employee productivity

• Intent health insights for Agent Copilot

Open platform

• Polish language support in Architect

Customer engagement

• Profile Panel improvements for contact actions
• Messenger customizable launcher button

Data, analytics, and reporting

• Journey Management: Removal of event overage charges
• Removal of transcription confidence threshold configuration

Employee productivity

• Agent Copilot enhanced conversational understanding for knowledge searches

Open platform

• Genesys TTS Connector general availability

Self service and automation

• LAM-powered Agentic Virtual Agents in AI Studio
• Preserve tracking IDs in Architect flow YAML export and import
• Knowledge Fabric support for Czech and Hungarian
• Architect flows: Dynamic terminating character configuration
• Knowledge Fabric configuration preview improvements

Account management

• Custom user attributes for ABAC policies

Employee productivity

• Using custom attributes for knowledge filtering within Agent Copilot

Open platform

• CX Cloud from Genesys and Salesforce support in the FedRAMP region

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

• 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

• 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

Self service and automation

• 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

Customer engagement

• Engagement source tagging for open messaging
• Inline image rendering for X direct messages
• Campaign health view enhancements
• WhatsApp template messages now support image carousels

Data, analytics, and reporting

• 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

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

• 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

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

Open platform

• Multiple concurrent Genesys applications per user

Self service and automation

• Guides support richer variable types and internal scoped variables

Self Service and Automation

• Connection management for knowledge fabric

Workforce Engagement

• User Home workspace in Genesys Cloud Home
• Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account

Workforce engagement

• Agent Activity widgets available in Home
• 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

Account management

• Group-based inactivity timeout

Customer engagement

• Support for multiple from email addresses per queue
• Warm invite participants to an ACD conference
• Operational Console support for Twitter/X integration monitoring
• Caseplan builder for Case Management

Open platform

• Dedicated IAM role for BYOT Amazon Polly integration

Self service and automation

• Voice processing prompts in bot flows
• View selected folders in knowledge fabric connected sources

Workforce engagement

• On-queue opportunities for workforce management

Account management

• Improved customer firewall requirements

Employee productivity

• Channel-less activity history for associate users

Deprecations

• Deprecation: Removal of Generic Webhooks integration for chat notification

Customer engagement

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

Data, analytics, and reporting

• 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
• Allow for opting in to the latest model for Agent Copilot summary generation
• Control download access for voicemail recordings

Self service and automation

• Increasing limits for social data ingestion and escalation
• Genesys native speech-to-text available as a bot transcription engine
• Bot users can skip a question when they don’t know the answer
• Generate guides from agent conversation transcripts

Deprecations

• 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

• Workitem history view

Data, analytics, and reporting

• Segment-level agent activity events available in EventBridge
• Manage conversation attribute schemas in Genesys Cloud

Employee productivity

• View and compare performance data for Agent Copilot-enabled agents
• Updated persistent connection indicator in the navigation top bar

Self service and automation

• Speech and DTMF Input Mode Variable Tracking in Architect

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

Open platform

• Hindi language support

Self service and automation

• 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

Workforce engagement

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

Customer engagement

• Share a single contact list across multiple active campaigns

Data, analytics, and reporting

• Improved transcription accuracy for native voice transcription

Employee productivity

• Enhanced digital metrics accuracy with auto-answer hold time tracking
• Updated pre-join experience in Genesys Cloud Video

Self service and automation

• Automated chat notifications within Architect workflows

Customer engagement

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

Data, analytics, and reporting

• Use AI to generate topic phrases
• 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

Employee productivity

• Add standalone phones to groups for group ring
• Genesys Summarization Connector for Agent Copilot interaction summaries

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

Customer engagement

• Filter knowledge portal results by article labels
• Pagination for web deployment list APIs
• Increased limits for Messenger configuration and deployment counts

Self service and automation

• Bring Your Own Technology (BYOT) ASR engines in Architect bot flows

Deprecations

• Deprecation: Administrator login using only username and password
• Deprecation: Billing APIs and UI components update

Account management

• Improved Operational Console user interface

Data, analytics, and reporting

• New PATCH API endpoint for external contacts

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 and announcements

• Deprecation: Token Implicit Grant for OAuth clients

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

• 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

Customer engagement

• Predictive routing queues summary enhancements
• WhatsApp support for interactive list pickers in bot conversations
• Automatic sign-in for authenticated Messenger users
• Workitem Insights views for supervisors

Data, analytics, and reporting

• AI scoring model upgrade for natural-language evaluation questions
• Copilot panel and chart expansion for Journey Management

Employee productivity

• Extended markdown in messaging channels
• Configurable audio alert duration for agents

Self service and automation

• Use knowledge in AI Guides
• Genesys virtual agent support for knowledge fabric

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
• Inbound WhatsApp business calling

Employee productivity

• Agent Copilot knowledge configuration support

Open platform

• Greater outbound performance and platform enhancements for BYOC Cloud

Self service and automation

• Introducing Knowledge Fabric

Workforce engagement

• Granular access control for gamification using reporting hierarchy

Deprecations

• Deprecation: Administrator login using only user name and password

Customer engagement

• Attempt control enhancements
• Automatically end preview interactions after wrap-up

Employee productivity

• Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
• Queue ID attribute for embeddable framework click-to-dial

Open platform

• Locale-based date and time display

Workforce engagement

• Automated agent scoring in speech and text analytics programs

Deprecations

• Deprecation: agent assistance

Employee productivity

• Live character counter for ACW notes
• Favorites now listed in the User Directory
• Multi-language Agent Copilots

Account management

• Passkey support for Multi-Factor Authentication (MFA)

Customer engagement

• Custom named time zones for contactable time sets
• Digital rule sets for outbound WhatsApp campaigns
• Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
• External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flow list picker support in Singapore and Mexico regions
• Authentication support in Apple Messages for Business in Singapore and Mexico regions
• Apple Messages for Business forms in Singapore and Mexico regions
• Non-default content profile support for SMS
• Architect digital bot flow time picker support
• Control agent transfer capabilities via permissions
• Configure group ring settings
• Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions

Data, analytics, and reporting

• Export summary row chart in Analytics Performance views
• Web events available in Journey Management

Open platform

• Thai language support
• Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Self service and automation

• Enhanced confirmation controls in AI Guides
• Genesys Virtual Agent support for Portuguese and Swedish dialects
• Create flow outcomes and milestones natively in Architect

Employee productivity

• Streamlined navigation and information architecture update
• Live character counter for ACW notes
• Internationalized date formats in Genesys Tempo

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

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

Deprecations and announcements

• Deprecation: Administrator login using only user name and password

Employee productivity

• Streamlined navigation and information architecture update
• Mute individual Collaborate chat threads on iOS and Android
• Display checklists through Agent Copilot during interactions
• AI-generated answers for auto-suggested articles on Agent Copilot
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Domain allow list for emails
• Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
• Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects

Account management

• API responses no longer include OAuth client secret
• Genesys Tempo enabled by default with allowed IP addresses feature
• SAML assertion decryption support for single sign-on integrations

Customer engagement

• Customer first callback support in outbound campaigns
• Use custom SMTP servers for email campaigns and agentless email
• Group ID for subsequent participant segments in group call activity
• Support for authenticated web messaging in single customer view

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

• Create AI Guides from uploaded process documents
• Voice processing prompt for Agentic Virtual Agents
• AI Guides model enhancements

Deprecations and announcements

• Deprecation: Token Implicit Grant for OAuth clients

Employee productivity

• Streamlined navigation and information architecture update

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
• Administrators can now search content from HTML emails

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

• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Topic miner Korean and Japanese language 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

• Multi contextual panels
• Call history enhancements for group calls

Customer engagement

• Improved keyword precision for SMS
• Support for mobile push notifications for unread message alerts
• Assign segments to external contacts for up to 30 Days
• Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support

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

• Configure alerts for Operational Console events

Self service and automation

• Knowledge bases with content search available in Architect bot flows and digital bot flows

Workforce engagement

• Schedule coaching and learning sessions with greater flexibility

Employee productivity

• Multi contextual panels
• Agent script enhancements
• Alert volume while on call setting available in main application

Account management

• SSO integrations management via SAML Metadata files
• Updated Genesys branding on login pages
• OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

• Journey Management now displays estimated analysis completion time via in-app notifications
• Column reordering within column picker in Analytics Performance views

Self service and automation

• Transfer options for Architect voice and digital bot flows

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Customer engagement

• WhatsApp outbound campaign schedules
• Profile panel support for workitems
• Conditional group activation based on real-time metrics

Data, analytics, and reporting

• Improved native voice transcription for English

Open platform

• Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

• Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

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
• Recover deleted dashboards from summary and owner pages

Self service and automation

• Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
• Virtual Agent performance dashboard
• New metrics for Architect bot and digital bot flows in the Optimization dashboard

Workforce engagement

• Set limits on shift types and weekend work in schedules

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
• Enhanced AI-powered slots for virtual agents

Workforce engagement

• Unlimited archived recording restorations

Deprecations

• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Employee productivity

• Multi contextual panels

Account management

• Enhanced Groups Profile configuration

Customer engagement

• Enhance predictive routing accuracy with participant data
• 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

Data, analytics, and reporting

• Improved readability of native voice transcription in Spanish language transcripts

Open platform

• New Genesys Cloud Voice phone number inventory report

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

Employee productivity

• Multi contextual panels
• Introducing Genesys Agent Copilot
• New email send permissions control

Customer engagement

• Time-based conditions in call rule sets

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

Self service and automation

• Introducing Genesys Cloud Virtual Agent

Workforce engagement

• Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

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

Employee productivity

• Multi contextual panels
• Collaborate and Communicate Mobile access for FedRAMP organizations
• Enable real-time queue and agent monitoring with customizable notifications on Android
• Insights app for iOS
• Configure chat message editing time limits

Customer engagement

• Character counter in canned responses editor

Data, analytics, and reporting

• View phrase usage in Topic Editor

Open platform

• Custom node.js code as part of a data action

Self service and automation

• Introducing the Webhook for Events integration

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

Employee productivity

• Multi contextual panels

Customer engagement

• Quick replies, cards, and carousels for open messaging

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

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

Employee productivity

• Multi contextual panels

Account management

• Automatic role assignment for reactivated users

Customer engagement

• Email administration user interface enhancements
• Retry configuration for unsuccessful customer first callbacks

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

Employee productivity

• Multi contextual panels
• Improved agent email address handling

Customer engagement

• External source for open messaging identity resolution in the UI
• Detailed counts of digital messaging activity
• Microsoft Graph for email integration

Data, analytics, and reporting

• Normalization of Digits in French for Low Latency transcription.
• Division support for external contacts bulk import
• Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

• Advanced knowledge handling in bot flows

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

Customer engagement

• Introducing outbound WhatsApp campaigns support

Data, analytics, and reporting

• Analytics agent activity API filter and sort agents based on conversation activity
• Agent Timeline Detail view
• Retrieve Estimated Wait Time (EWT) by label
• Interactive charts for journey analysis
• Filter customer journey data using numbers
• Journey Management date range configuration
• Improved attribute lists view for Journey Management events
• Journey Management filter and display options
• Insert a new event between two existing events in Journey Management
• Complex journeys persist in post calculation sequenced path order on Journey Management

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

Employee productivity

• Multi contextual panels
• Notes panel improvements
• Wrap Up panel usability improvements 

Customer engagement

• Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

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

Employee productivity

• Multi contextual panels
• Notes panel improvements
• Wrap Up panel usability improvements 
• Display external contact names in call history and voicemail inbox
• Enable message pinning in Collaborate chat

Account management

• User settings page displays the last login date and time
• Voice transcription combined offer
• Simplified license usage logic

Data, analytics, and reporting

• Native voice transcription support for Hebrew

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

Account management

• CX as Code support for Architect flows

Customer engagement

• Add media to an Outbound SMS campaign
• Set SMS Phone Number action type added to digital rules for outbound digital campaigns
• 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

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

• Regex custom data filtering to protect sensitive information for co-browse
• 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
• Configure performance dashboard widgets with work team and reports-to filters

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

Account management

• Custom inbound data filtering rules for digital channels
• Login banner added to Genesys Cloud login screen

Customer engagement

• External contacts profile panel refresh
• Interactive WhatsApp templates with images and dynamic call-to-action buttons

Self service and automation

• Content based search for knowledge articles

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

• Define ring membership by queue
• Division-based Schedule view
• Bulk workitem termination

Data, analytics, and reporting

• Improved Content Search view
• Topic miner Dutch language support

Workforce engagement

• Workforce management activity smoothing and schedule variability

Account management

• Control scripts access based on division membership

Customer engagement

• Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

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

Employee productivity

• View time-off balances from an external HR system on Genesys Tempo

Open platform

• 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 and announcements

• Deprecation: Legacy alerting system

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

Account management

• Audit Viewer granular detail of role changes

Customer engagement

• View Mobile Journey Tracking for enhanced agent insights
• Web messaging Hungarian, Ukrainian, and Vietnamese support

Employee productivity

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

Customer engagement

• Enable UUI retrieval from outbound call responses

Employee productivity

• Improved agent messaging interface
• Keyboard support for DTMF input in embedded framework

Open platform

• Genesys Cloud Voice number management UI improvements

Customer engagement

• Work items custom panel support
• Introducing Architect workitem flows for enhanced work automation
• Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

• Enhanced interaction visibility in agent status widget
• Sentiment and agent empathy analysis for Swiss German language

Open platform

• Genesys Cloud Voice now available in FedRAMP region (USE2)
• Additional conversation events for the Operational Console

Self service and automation

• Architect toolbox search option
• Knowledge workbench connectors for Salesforce and ServiceNow

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

Account management

• Simplified customer firewall requirements

Customer engagement

• Active callback columns for performance views

Data, analytics, and reporting

• Journey flows tab in Architect for outbound call, inbound email and message flows
• Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

• Multi contextual panels

Open platform

• Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

• Drag and drop in Architect builders

Workforce engagement

• Workforce management read-only continuous forecasting

Customer engagement

• Barge-in capability for supervisors and administrators
• Voice surveys after customer interactions

Employee productivity

• Introducing direct routing to dedicated users

Self service and automation

• Disable automatic hinting in Architect bot flows

Account management

• Improved Genesys Cloud storage cost calculator

Customer engagement

• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

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
• Suppress profile notifications
• Preferred device profiles

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

Customer engagement

• Notification topic for outbound message delivery failures
• Customer-first callback option
• Step-up authentication during web messaging sessions
• Generic SIP station support in cloud media

Data, analytics, and reporting

• Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

• Agent desktop email user interface enhancements
• Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

• Resize images and tables in knowledge workbench articles

Data, analytics, and reporting

• Enhanced queue activation panel with search and pagination in agent detail views

Customer engagement

• Queue segmentation of canned responses
• Work Automation performance views enhancements
• Reconnect and reply to closed email
• Skills-based dialing in Power and Predictive outbound campaigns
• Granular campaign control permissions
• Genesys Cloud CIDR expansion and firewall requirements 

Data, analytics, and reporting

• Real time alerts for out of adherence status

Self service and automation

• Flexible text-to-speech (TTS) engine selection in Architect flows
• Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation

Account management

• Hourly interacting users billing option

Customer engagement

• Highlight markdown support in web messaging

Data, analytics, and reporting

• Introducing Architect Journey Flows for bot and digital bot flows
• Introducing Architect Journey Flows for inbound and secure call flows
• Improved native voice transcription accuracy for Portuguese

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

Customer engagement

• Limit agent actions during co-browse sessions

Data, analytics, and reporting

• Trigger alerts based on the number of agents currently in queue
• Create in-app toast notification alert rule.
• Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

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

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

Employee productivity

• Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

• HELD (HTTP Enabled Location Delivery) for E911 Location Information
• Introducing the Nuance Recognizer as a Service integration

Workforce engagement

• Interaction recording download tracking in audit trail

Customer engagement

• Automatically save wrap-up codes for improved call handling
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Expanded campaign rule actions for enhanced automation

Data, analytics, and reporting

• Alerting improvements
• Enhanced toast, email, or SMS notification alerts
• Enhanced alerts management
• Enhanced dictionary management

Employee productivity

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

Self service and automation

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

Customer engagement

• Enhanced message delivery status in messenger widget

Employee productivity

• Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
• Microsoft Teams and 8×8 UC Integrations availability

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) (eu-ES), and Swedish language support

Workforce engagement

• SCORM 1.2 learning standard conformance
• Learning module improvements

Account management

• Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

• Email notifications for expiring and expired scheduled exports

Self service and automation

• Enhanced AudioHook Monitor configuration and migration process
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

Account management

• View all groups permission

Data, analytics, and reporting

• Interaction categories for interaction analysis

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
• File attachments via supported content profile
• Re-use SMTP connections in outbound email

Employee productivity

• Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Open platform

• Leveraging Digicert as the certificate authority in the mTLS process

Self service and automation

• Updated analytics event for top viewed articles in the Knowledge Performance dashboard

Workforce engagement

• Supervisor WEM dashboard
• Workforce management Explanations desktop feature
• Genesys Tempo for workforce management schedules

Customer engagement

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

Employee productivity

• Genesys Agent Assist summarization Spanish support (preview)

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
• Architect data tables user interface updates

Workforce engagement

• Insights visual charting for supervisors

Customer engagement

• View and edit imported data via the user interface in the Contact List editor

Self service and automation

• Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

• Improved Genesys Cloud announcements

Data, analytics, and reporting

• Analytics API enhanced capabilities

Customer engagement

• Canned Responses user interface enhancements

Self service and automation

• Evaluate schedule groups in Architect bots and digital bots before ACD transfer
• Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

• Manage Active Screen Recordings

Data, analytics, and reporting

• Improved native voice transcription accuracy for Korean dialect

Employee productivity

• Genesys Agent Assist summarization moved to the ACW pane

Self service and automation

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

Data, analytics, and reporting

• Analytics data masking options
• Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
• Improved sentiment analysis for French and Spanish languages
• Agent empathy analysis

Employee productivity

• Headset call control buttons in embedded clients

Self service and automation

• Intent health in Architect bot flows and digital bot flows

Customer engagement

• File attachments via supported content profile

Data, analytics, and reporting

• Edit and rerun scheduled exports
• Improved native voice transcription accuracy for Spanish dialects

Self service and automation

• Introducing the Audio Connector integration
• Improved flow size indicator in Architect

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
• Knowledge portal refreshed article search results
• Historical execution data for Architect bot flows and digital bot flows

Employee productivity

• Genesys Agent Assist knowledge article feedback
• Introducing Agent Assist

Customer engagement

• Enable and disable email threading
• Outbound digital campaigns event triggers for post-contact interactions

Data, analytics, and reporting

• Support for capitalization and punctuation in native voice transcription for English transcripts

Employee productivity

• 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
• Refreshed Predictive Engagement user interface
• Configure labels to manage interactions
• Maximum number of calls per agent set at the campaign level

Self service and automation

• Genesys Dialog Engine Bot Flows in Architect
• Genesys Dialog Engine Digital Bot Flows in Architect

Self service and automation

• Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Customer engagement

• Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

Account management

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

Customer engagement

• Digital channels participant information update

Data, analytics, and reporting

• Improved native voice transcription accuracy for French languages
• Improved sentiment analysis for English languages
• Notification API voice transcription number normalcy for English languages

Self service and automation

• Knowledge workbench V2

Customer engagement

• Enhanced pacing control in dialing campaigns
• Enhanced external contacts data access control for agents

Data, analytics and reporting

• Improved native voice transcription accuracy for Spanish

Workforce engagement

• APIs to integrate external learning modules

Account management

• Assign divisions to secondary statuses
• Multi-factor authentication (MFA) for Genesys Cloud
• Division-aware configuration objects default to all divisions

Customer engagement

• Improved digital agent-to-agent transfer

Data, analytics and reporting

• New speech and text analytics permissions
• Open interactions in a new Analytics workspace tab
• Agent empathy analysis API for English transcripts
• View daily agent login and logout activity for multiple agents

Self service and automation

• Triggers UI improvements
• Architect data tables user interface updates