Genesys Cloud Release notes
Customer engagement
- AI-powered outbound campaign summarization and diagnostics
- Contact list and record retention
Open platform
- Digital Bot Connector renamed to Digital Connector
Data, analytics, and reporting
- Enhanced dictionary management for Genesys Cloud native transcription
Employee productivity
- Granular ACD voicemail permissions
- Free and unreported utility actions for Genesys Cloud Copilot
- Structured data cards and lists in Genesys Cloud Copilot
Open platform
- ACD voicemail routing for CX Cloud from Genesys and Salesforce
- Granular configuration for AudioHook streams
Self service and automation
- Enhanced AVA utterance history with turn-level triage metadata
- Knowledge optimizer dashboard enhancements
- Decision table version history and rollback
Account management
- People and permissions user interface refresh
- Division awareness for canned responses
- Control access to Genesys Cloud with attribute-based access control (ABAC)
Employee productivity
- Copilot for work automation
- Intent miner Swiss German language support
Customer engagement
- 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
- Sensitive data masking support for Danish, Finnish, Norwegian, and Swedish messaging transcripts
- Sensitive data masking support for Danish, Finnish, Norwegian, and Swedish voice transcripts
- Analytics Aggregates API now returns only filter-matching groupings
- Dashboard ownership transfer
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
- Advanced speech-to-text tuning for Microsoft and Deepgram engines
- Deepgram Flux and Nova native ASR support for virtual agents
Workforce engagement
- Control agent shift visibility in schedules
Deprecations
- Deprecation: Model for agentic virtual agents
- Deprecation: Removal of AI Guides (version 1)
- Deprecation: Genesys Cloud login web app can no longer be embedded in an iframe
Customer engagement
- Agentless outbound notifications for web and mobile messaging
- Web survey invitation send time configuration for digital interactions
- AI-generated summaries for linked case interactions
- Contact list and record retention
- Improved HTTP response handling for Architect data actions
Data, analytics, and reporting
- Dark and light mode theme options for Analytics Performance dashboards
Open platform
- ServiceNow incident and HR case routing support
Self service and automation
- Monitor LAM-based agentic virtual agents in the VA Performance dashboard
- Public APIs for agentic virtual agent management
- Navigate to utterance timestamps in call recordings within bot flows
- Spec-driven development for agentic virtual agents
Workforce engagement
- Workforce management administrator module date and time enhanced localization
- Agent State API enhancements
Account management
- Universal Logout for linked clients
Customer engagement
- Centralized case management view for supervisors and case managers
Employee productivity
- Accessibility improvements in script editor
- Filters and metrics in the Agent Copilot Performance dashboard
- Associate mobile voice experience enhancements
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