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

• 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

• 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

• 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

Open Platform

• Updated regional feature deployment schedule now in effect

Account management

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

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

Open platform

• WebRTC phone upgrade opt-in setting
• Seamless reconnections in AudioHook Monitor integrations

Workforce engagement

• Workforce management main forecast table view
• Real-time agreement rates in evaluation forms