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

Customer engagement

• External contact favorites

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

Workforce engagement

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

Deprecations

• Deprecation: Model for agentic virtual agents