Genesys Cloud FedRAMP Region – April 27, 2026
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.
Workitem history view
Supervisors and administrators can now view a complete, human-readable history of each workitem directly in Genesys Cloud, including who changed what and when across attributes like status, priority, assignee, queue, due dates, custom attributes, and more. This reduces reliance on direct API calls, improves auditability and root-cause analysis, and increases confidence in Work Automation for enterprise and regulated use cases.
Segment-level agent activity events available in EventBridge
Genesys Cloud now publishes segment-level conversation events to AWS EventBridge from the Analytics Detail Events (v2.detail.events.agent.{id}.state) topic. These events provide visibility into agent segment activity, including holds, alerts, transfers, and after-call work (ACW), in addition to existing conversation, participant, and session events.
Manage conversation attribute schemas in Genesys Cloud
Administrators can now define and manage custom conversation attribute schemas directly in Genesys Cloud using a new, user-friendly interface. This feature enables creation, editing, and organization of up to 50 schemas with 50 attributes each, supporting a range of data types. The new UI reduces reliance on APIs, helps ensure data consistency, and allows schema management through either the interface or existing APIs.
View and compare performance data for Agent Copilot-enabled agents
Administrators can now view Agent Copilot Performance dashboard metrics that reflect only agents with Agent Copilot assigned when filtering by queue. Metrics are calculated based on whether agents have Agent Copilot enabled, allowing accurate comparison between agents with and without Agent Copilot. UI messaging and tooltips have also been updated to clarify the purpose of the Queue and Comparison Queue selections.
Updated persistent connection indicator in the navigation top bar
Genesys Cloud users can now see an updated connection indicator in the navigation bar that displays WebRTC connectivity, phone selection, and call status using color-coded icons. The indicator reflects states such as active calls, forwarded status, and offline availability. This update makes it easier to understand call readiness at a glance and reduces visual distraction compared to the previous animation.
Speech and DTMF Input Mode Variable Tracking in Architect
Administrators can now track how customers enter data—by speech (ASR) or DTMF—in Architect call and bot flows using a new flow variable. This update provides better visibility into input methods and helps teams identify when speech is not recognized, as well as how often customers retry or switch between input modes. The new variable is available for use in real-time flow logic. This enhancement helps improve bot and menu tuning, supports data-driven design decisions, and reduces blind spots in understanding customer interactions.
Note:
- Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, 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.
- Some features may require an integration add-on.
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