Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Important
In the coming weeks, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience has been removed though we will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users. For more information, see Agent UI multiple contextual panels.
Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
Genesys Cloud now retains the previously selected library, when administrators use the Create Another option to add multiple canned responses. Also, any applied filters or search input remain in place until the user manually clears them. This enhancement improves the workflow by reducing repetitive steps, improving efficiency when creating multiple responses within the same library.
Genesys Cloud introduces a new pricing model for select digital channels to offer more transparent and flexible billing. Social direct messages (DMs) now use per-message metering instead of per-conversation billing. This change helps align costs more closely with actual usage and supports token-based payments for consistency across digital offerings. SMS pricing has also been revised to reflect current market conditions more accurately. Also, committed volume usage discounts are now available for social DMs, SMS and BYO SMS, and agentless outbound email, helping organizations optimize spending as usage scales. These changes support a simplified and consistent pricing approach across Genesys services and help drive digital channel adoption with more competitive and understandable pricing structures. This update applies only to DMs, SMS, and email. Other digital channels like open messaging, web messaging, co-browsing, and video are not affected.
The Genesys Cloud email administration interface now features an improved design that enhances usability. The updated interface streamlines the layout, improves the visual style, and provides a more intuitive and user-friendly experience for administrators. This change does not affect existing functionality.
Administrators can now configure the size of the X (formerly Twitter) integration when setting up a new connection and also adjust the size of existing X integrations directly within the platform. This feature helps improve flexibility and control when setting up or maintaining X messaging capabilities.
Agents can now receive inbound video and GIF attachments through the X (formerly Twitter) Direct Messaging channel. Additionally agents can send outbound images, videos and GIFs on X Direct Messaging and Public Social responses. This feature enables organizations to maintain a consistent customer experience across direct messaging channels.
Administrators can now use the Genesys Cloud for X (formerly Twitter) Direct Messaging as a native messaging channel in Genesys Cloud. This integration allows agents to respond privately to customer messages sent to an organization’s X business account, supporting both direct conversations and public posts that transition into private conversations. With this update, Genesys Cloud provides built-in support, simplifying setup and management while keeping customer interactions within the platform’s native messaging framework.
Genesys Cloud now includes AI-generated summaries that highlight the reason for contact, resolution status, and follow-up action items for each customer interaction. This feature helps supervisors and business analysts quickly understand what happened during a call without reading full transcripts or listening to recordings. AI Insights identifies the main reason a customer reached out (for example, billing, support, or cancellations) and clearly marks whether the issue was resolved. It also flags any follow-up steps, like sending confirmations or escalating a case. AI Insights help supervisors detect trends, address unresolved issues, and coach agents more effectively. Business analysts also have access to the context they need to recommend improvements to processes, training, and services.
Genesys Cloud introduces these new digital response time and engagement metrics to improve visibility into digital conversation activity:
Agent response turn time
Customer response turn time
First agent response
Time to first agent response
First customer engagement
Time to first customer engagement
Message turn counts
Supervisors and contact center managers can now view the time the agents take to respond to each new customer message and the time the customers take to respond to each new agent message. These metrics help the supervisors and contact center managers to get a holistic view of the time taken for digital messaging interaction and how quickly the customers can contact the agent.
Where
Performance > Workspace > Contact Center > Interactions.
Performance > Workspace > My Performance > My Interactions.
Performance > Workspace > Contact Center > Campaign Performance.
Performance > Workspace > Contact Center > Campaign Performance, and then click campaign.
Performance > Workspace > Digital > Message Agent Performance.
Performance > Workspace > Digital > Message Agent Performance, and then click agent.
Performance > Workspace > Digital > Message Queue Performance.
Performance > Workspace > Digital > Message Queue Performance, and then click queue.
Performance > Workspace > Contact Center > Campaign Performance, click campaign and then the Interactions tab.
Administrators and supervisors can now use the Translate button on the Interaction Details page to translate interaction transcripts on demand. This feature helps supervisors and contact center managers quickly analyze and understand interactions in different languages without the need for external translation tools. When enabled, this feature allows supervisors to convert transcripts from voice, chat, digital messages, or emails into their preferred language. The translation appears directly beneath the original transcript, making it easier to review conversations in multiple languages.
Administrators can now track how agents interact with AI-generated summaries using the Agent Copilot Summary Analytics API. This feature includes metrics for how often summaries are presented, edited, submitted, copied, and the amount of positive and negative feedback that agents provide. The API also tracks AI-predicted wrap-up code submissions. In addition, the Agent Copilot Summary Conversation API now includes edited summaries, along with associated reason and resolution fields, which helps to ensure that CRM systems receive both the original AI-generated summary, and any agent changes. These updates give supervisors more visibility into how agents use Copilot summaries and help support monitoring, reporting, and coaching efforts. Agent Assist summaries are not included in this update and will be addressed separately.
Genesys Cloud improved the fax user interface. This update brings the fax UI in line with current development standards and helps support faster, more efficient delivery of future enhancements. By updating the architecture without changing the user experience, this release lays the groundwork for more responsive and maintainable improvements going forward. This update has no impact on existing functionality.
Administrators can now enable multiple answer selection using the new multi-select question type. This update helps administrators design more accurate and flexible assessments by letting evaluators select more than one response from a predefined list. Previously, multiple choice questions only allowed a single answer. With multi-select support, form creators can reduce redundancy and better reflect real-world evaluation criteria. This update also helps streamline form design and makes responses easier to interpret.
Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.