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

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

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

• 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)