Genesys Cloud updated the user interface for the Admin > People & Permissions > People page, which now appears under User Management > Users in the new navigation. The refreshed interface includes updates to buttons, text formatting, fields, tables, menus, dialogs, and the Person Attributes tabs to provide a more consistent administrative experience. These visual changes do not affect existing functionality, workflows, or agent-facing views.

Administrators can now enable the Requesting Off Queue presence status to allow agents with active interactions to request an off-queue status, such as Break or Meal, without immediately transitioning to that status. While Requesting Off Queue is active, agents remain On Queue for presence, reporting, and workforce management adherence purposes but do not receive new ACD interactions. After all active interactions and after-call work are complete, Genesys Cloud automatically transitions the agent to the requested off-queue status. This feature helps improve reporting and adherence accuracy and prevents time spent completing active interactions from reducing an agent’s scheduled break or other off-queue time.

Supervisors can now sort the workitem list by displayed custom attributes with Integer, Number, Date, and Datetime field types. Numeric values sort numerically, and date and datetime values sort chronologically. This capability helps supervisors use business-specific information, such as dates or numerical values, to prioritize and triage workitems directly from the workitem list.

Administrators can now configure Genesys Cloud to monitor public content from Facebook pages that the organization does not own. This feature allows marketers and agents to view public posts, comments, reels, videos, and other supported content from configured pages in social listening and the agent desktop. Agents can also respond publicly to relevant content, expanding social listening and proactive customer support beyond the organization's owned Facebook pages.

Journey Management analysts can now view Agentic Virtual Agent (AVA) turn details, including tool calls, tool results, guardrail violations, and session statistics. This feature helps analysts understand AVA behavior across customer journeys and identify successful containment, escalations, customer disconnects, tool failures, and guardrail events. Analysts can use these insights to identify friction and opportunities to improve customer journeys.

Administrators can now enable or disable the Japanese/English language model for their organization from Telephony Admin settings for Genesys ASR and TTS. This setting does not apply to Genesys enhanced TTS or third-party ASR/TTS engines or voicebots. Administrators can choose between the standard multilingual model (all supported languages except Japanese) and the Japanese/English model through the UI or API, and organizations currently using the Japanese language model via the previous feature toggle will retain their existing configuration. This update reduces support dependency, improves auditability of language settings, and gives administrators more direct control over language model selection.

Agents can now view real-time Genesys Cloud voice transcripts directly within the ServiceNow Agent Workspace. Genesys Cloud publishes voice utterances to ServiceNow as the conversation occurs, allowing agents to follow the conversation in the active call viewer and enabling ServiceNow capabilities such as Now Assist to use the transcript for in-conversation assistance. This integration helps agents access conversation context and relevant assistance within their ServiceNow workspace.

Administrators and knowledge workers can now use the Knowledge Fabric file browser to view and verify uploaded documents. This feature provides a read-only list of files with metadata, including file name, type, size, and synchronization timestamps, which helps users verify that documents were successfully ingested and are available in the system.

Administrators can now select ElevenLabs voices in Genesys Cloud Generative TTS for use with Agentic Virtual Agent (AVA). These premium, natural-sounding voices provide more options for creating human-like and engaging voice experiences for customers.
Feature in Limited Availability: Available in all Genesys Cloud regions except FedRAMP (FR). Billing will be available at a later date.

Genesys Cloud no longer supports the following BYOC Cloud TLS ciphers. 

• TLS_RSA_WITH_AES_256_CBC_SHA256
• TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384

This change improves security by aligning with modern encryption standards. Customers whose BYOC Cloud trunks are configured to use only one or both of these ciphers must update their configuration to include at least one supported cipher. Customers whose configurations already include another supported cipher do not need to take action.