Employee productivity

• Streamlined navigation and information architecture update
• Architect workflows triggered from Outlook Calendar events

Deprecations

• Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
• Deprecation: Windows 10 OS support for the desktop app

Employee productivity

• Streamlined navigation and information architecture update

Workforce engagement

• Team schedule view for agents

Deprecations

• Deprecation: Genesys Cloud SSO certificate expiry

Employee productivity

• Streamlined Navigation and Information Architecture Update

Customer engagement

• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Topic miner Korean and Japanese language support

Self service and automation

• Transcription and storage of caller’s final voice input
• Content-based search for knowledge base articles in Norwegian, Danish and Finnish
• Swiss German language support in Architect

Workforce engagement

• Enhancements to visual components in the interaction details page

Employee productivity

• New unified navigation experience coming to Genesys Cloud
• Summary engagement insights on the Agent Copilot dashboard

Account management

• Manage user hire dates with SCIM APIs
• Refreshed integrations management interface

Customer engagement

• Configure up to 100 OpenID integrations for authenticated web messaging
• Voice note support for WhatsApp conversations
• Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

• Enhanced longest waiting and longest interacting metrics
• Duplicate an event card in Journey Management
• Review transcripts faster in interaction details

Open platform

• Updated Genesys Cloud desktop app icons

Workforce engagement

• Default answers for evaluation forms

Customer engagement

• Introducing email campaigns
• API for phone numbers update in scheduled callbacks

Data, analytics, and reporting

• Custom calculations in performance views
• AI summaries for the agent side of a conversation

Open platform

• Audio Connector integration in Architect secure call flows

Customer engagement

• Access audit events for external contacts via audit API
• Outbound dialing additional rule conditions system disposition codes
• File attachment support via URL for Architect digital bot flows

Data, analytics, and reporting

• Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
• Journey management Knowledge and Virtual Agent events

Workforce engagement

• Workforce Management (WFM) support for ACD routed workitems

Customer engagement

• Append outbound campaign performance statistics to the Campaign Performance view
• Authenticated session duration for secure mobile sign-ins
• Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

• Category aggregate data in analytics metrics
• Trigger process automation based on topics, sentiment, or empathy

Employee productivity

• Links to Genesys Cloud group chat room video sessions

Workforce engagement

• Configure GCBA with Microsoft Edge native messaging

Deprecations

• Deprecation: agent assistance

Employee productivity

• Multi contextual panels
• Call history enhancements for group calls

Customer engagement

• Improved keyword precision for SMS
• Support for mobile push notifications for unread message alerts
• Assign segments to external contacts for up to 30 Days
• Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support

Data, analytics, and reporting

• Interaction category creation support for Korean and Japanese languages
• Programs, topics, and phrases support for Korean and Japanese languages

Open platform

• Configure alerts for Operational Console events

Self service and automation

• Knowledge bases with content search available in Architect bot flows and digital bot flows

Workforce engagement

• Schedule coaching and learning sessions with greater flexibility

Employee productivity

• Multi contextual panels
• Segment filtering suppression on knowledge articles for Agent Copilot
• Improved Collaborate chat read and unread message sync

Customer engagement

• Increased DTMF input limit in Architect flows
• Outbound division-aware campaign schedules
• WhatsApp outbound campaigns pre- and post-contact triggers
• Outbound power and predictive campaigns sort by priority in skills-based dialing 

Data, analytics, and reporting

• Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

• Workforce management shift trades external activities support
• AI scoring for evaluations

Employee productivity

• Multi contextual panels
• Agent script enhancements
• Alert volume while on call setting available in main application

Account management

• SSO integrations management via SAML Metadata files
• Updated Genesys branding on login pages
• OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

• Journey Management now displays estimated analysis completion time via in-app notifications
• Column reordering within column picker in Analytics Performance views

Self service and automation

• Transfer options for Architect voice and digital bot flows

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Customer engagement

• WhatsApp outbound campaign schedules
• Profile panel support for workitems
• Conditional group activation based on real-time metrics

Data, analytics, and reporting

• Improved native voice transcription for English

Open platform

• Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

• Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

Employee productivity

• Multi contextual panels
• Enable focus mode for agent apps
• Improved Collaborate chat read and unread message sync
• Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

• Access and promote external contacts directly in Architect
• Internal article linking within the knowledge base

Data, analytics, and reporting

• Search transcript content up to 90 days back
• Improved native voice transcription readability for Portuguese
• Exclude existing topics and phrases from topic mining
• Manage expiring and expired exports in the scheduled exports view
• Recover deleted dashboards from summary and owner pages

Self service and automation

• Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
• Virtual Agent performance dashboard
• New metrics for Architect bot and digital bot flows in the Optimization dashboard

Workforce engagement

• Set limits on shift types and weekend work in schedules

Employee productivity

• Multi contextual panels

Customer engagement

• Configurable outbound routes now available for customer first callbacks

Self service and automation

• Knowledge workbench V2 accessibility improvements
• Enhanced AI-powered slots for virtual agents

Workforce engagement

• Unlimited archived recording restorations

Deprecations

• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Employee productivity

• Multi contextual panels
• Improved Collaborate Chat read and unread message sync

Data, analytics, and reporting

• Flow Outcomes and Milestones now available in Journey Management

Employee productivity

• Multi contextual panels
• Call forwarding enhancements with group search functionality

Account management

• Audit SAML authentications
• Increased SSO integrations allowance per identity provider

Customer engagement

• Enable or disable Last Agent Routing for digital conversations
• Messenger individual application provisioning and configuration redesign
• Introducing Genesys Cloud Social
• Genesys Cloud Open Messaging supports custom social network connectors
• Genesys Cloud Social support for Instagram
• WhatsApp’s per message pricing update

Workforce engagement

• Policy-based station-side call recording
• Evaluation data access via consolidated reporting views
• Extended workforce management time-off submission window and management unit fixed date settings
• Workforce management capacity planning

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

Employee productivity

• Multi contextual panels

Account management

• Enhanced Groups Profile configuration

Customer engagement

• Enhance predictive routing accuracy with participant data
• Sort contacts by priority in skills-based dialing for progressive campaigns
• Sort contacts by priority for skills-based dialing in Preview campaigns
• Workitems List view filter enhancements

Data, analytics, and reporting

• Improved readability of native voice transcription in Spanish language transcripts

Open platform

• New Genesys Cloud Voice phone number inventory report

Self service and automation

• Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
• Genesys Cloud Virtual Agent language support for Italian
• Introducing Guides in AI Studio

Employee productivity

• Multi contextual panels
• Agent Copilot summary API metrics and edited summaries
• Fax interface update

Customer engagement

• Retention of library selection in the Canned Responses Admin page
• Updated pricing for social direct messages, SMS, and agentless outbound email
• Enhanced email administration user interface
• Configurable X integration sizes and new entry size
• Send and receive media through X (formerly Twitter) channel
• Genesys Cloud for X (Twitter) Direct Messaging integration

Data, analytics, and reporting

• AI Insights at a glance
• New digital response time and engagement metrics
• On demand voice and digital transcript translation

Workforce engagement

• Multiple answer selection in evaluation form questions

Deprecations

• Deprecation: Workforce management historical data delete job API endpoints

Employee productivity

• Multi contextual panels

Customer engagement

• Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

• Enhanced Performance dashboards with real-time agent status counts by work team
• AI insights about reasons for customer sentiment

Employee productivity

• Multi contextual panels
• Introducing Genesys Agent Copilot
• New email send permissions control

Customer engagement

• Time-based conditions in call rule sets

Data, analytics, and reporting

• Program and Detected Category filters and columns in Content Search view

Open platform

• Script selection from in the Workitem Panel in Panel Manager

Self service and automation

• Introducing Genesys Cloud Virtual Agent

Workforce engagement

• Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning
• Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Employee productivity

• Multi contextual panels

Customer engagement

• Sort by priority in skills-based dialing for Preview campaigns

Data, analytics, and reporting

• Group Ring column and filter in Interaction views

Open platform

• On Demand log capture for agents

Workforce engagement

• Export agent summary data as PDF or CSV

Employee productivity

• Multi contextual panels
• Collaborate and Communicate Mobile access for FedRAMP organizations
• Enable real-time queue and agent monitoring with customizable notifications on Android
• Insights app for iOS
• Configure chat message editing time limits

Customer engagement

• Character counter in canned responses editor

Data, analytics, and reporting

• View phrase usage in Topic Editor

Open platform

• Custom node.js code as part of a data action

Self service and automation

• Introducing the Webhook for Events integration

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

Employee productivity

• Multi contextual panels

Customer engagement

• Quick replies, cards, and carousels for open messaging

Data, analytics, and reporting

• Track and manage billing for Supervisor Copilot AI features
• Improved event list organization for enhanced journey building
• Event card editing and visualization in journey canvas

Self service and automation

• Enhanced recognition failure handling in Architect digital bot flows
• BYOC Cloud TLS X.509 certificates

Workforce engagement

• Shift trades across weeks within schedule to improve agent flexibility
• Find Agent Search field in gamification profiles

Employee productivity

• Multi contextual panels

Customer engagement

• Instagram support for external contacts identity resolution

Data, analytics, and reporting

• Average Speed of Answer in Agent Performance views

Employee productivity

• Multi contextual panels

Account management

• Automatic role assignment for reactivated users

Customer engagement

• Email administration user interface enhancements
• Retry configuration for unsuccessful customer first callbacks

Self service and automation

• Content-based search for non-English knowledge base articles
• Architect help panel

Workforce engagement

• Enable audio selection with screen recordings in playback

Employee productivity

• Multi contextual panels

Customer engagement

• Web messaging French Canada, Greek, and Hindi support
• Outbound dialing campaign health indicator

Data, analytics, and reporting

• Improved voice offered metrics for customer first callbacks

Workforce engagement

• Updated Genesys Cloud built-in learning modules
• Improved workforce management deferred workload prediction algorithm

Deprecations

• Deprecation: Workforce management historical data delete job API endpoints

Employee productivity

• Multi contextual panels

Account management

• Introducing the Genesys Cloud CX 4 license

Customer engagement

• Access workbin and worktype names in task management events

Data, analytics, and reporting

• Bulk Export API to export external contacts and related data 
• View average sentiment score across performance views

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

Employee productivity

• Multi contextual panels
• Improved agent email address handling

Customer engagement

• External source for open messaging identity resolution in the UI
• Detailed counts of digital messaging activity
• Microsoft Graph for email integration

Data, analytics, and reporting

• Normalization of Digits in French for Low Latency transcription.
• Division support for external contacts bulk import
• Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Self service and automation

• Advanced knowledge handling in bot flows

Employee productivity

• Multi contextual panels

Account management

• Division assignment for external contacts and external organizations

Customer engagement

• Next Contact Avoidance (NCA) in predictive routing

Data, analytics, and reporting

• Save static interaction lists in Content Search
• Dedicated API endpoints for schema metadata retrieval

Open platform

• Configurable timeout for data actions

Workforce engagement

• Enable audio selection with screen recordings in playback

Employee productivity

• Multi contextual panels
• Conversation details for agents
• Prevent agents from staying on queue without a selected station

Account management

• Attribute-based access control

Customer engagement

• Introducing outbound WhatsApp campaigns support

Data, analytics, and reporting

• Analytics agent activity API filter and sort agents based on conversation activity
• Agent Timeline Detail view
• Retrieve Estimated Wait Time (EWT) by label
• Interactive charts for journey analysis
• Filter customer journey data using numbers
• Journey Management date range configuration
• Improved attribute lists view for Journey Management events
• Journey Management filter and display options
• Insert a new event between two existing events in Journey Management
• Complex journeys persist in post calculation sequenced path order on Journey Management

Workforce engagement

• Add or remove individuals from automatic development and feedback modules assignment
• Gamification Contests

Self service and automation

• Query jobs API typeId as a primary filter and increased filter limits

Deprecations

• Deprecation: Amazon Lex V1 bot integration

Employee productivity

• Multi contextual panels
• Improved accessibility in Tempo
• View possible shifts in the Genesys Tempo mobile app
• Notes panel improvements
• Wrap Up panel usability improvements 

Data, analytics, and reporting

• Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Workforce engagement

• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

Employee productivity

• Multi contextual panels

Account management

• Control wrap-up code access within divisions

Customer engagement

• Work Automation List view OR queries

Data, analytics, and reporting

• Sensitive data masking support for English chat and messaging transcripts

Open platform

• Ukrainian language support

Deprecation

• Deprecation: Documents UI Audit tab 
• Deprecation: Auto answer pop-up toast

Employee productivity

• Multi contextual panels

Customer engagement

• Support for open messaging in Single Customer view

Data, analytics, and reporting

• Support sentiment and empathy analysis for Hindi (Hi-IN)
• Date range and complete transfer type support for Journey Flows in Architect

Workforce engagement

• Genesys Cloud updated built-in learning modules

Employee productivity

• Multi contextual panels
• Notes panel improvements
• Wrap Up panel usability improvements 

Customer engagement

• Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Open platform

• Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

• Trigger process automation from Coaching or Learning state changes

Employee productivity

• Multi contextual panels

Account management

• User settings page displays the last login date and time
• Identify unused roles and permissions in the Admin UI

Data, analytics, and reporting

• Journey management with Funnel analysis
• Purchase Speech and Text Analytics as a standalone product
• Turn customer sentiment analysis on or off

Open platform

• Division-aware permissions and APIs for external contacts

Workforce engagement

• Increase screen recording duration for after-call work
• Set scheduling constraints for calendar months
• Recording bulk action API improvement for aged recording management

Employee productivity

• Multi contextual panels
• Notes panel improvements
• Wrap Up panel usability improvements 
• Display external contact names in call history and voicemail inbox
• Enable message pinning in Collaborate chat

Account management

• User settings page displays the last login date and time
• Voice transcription combined offer
• Simplified license usage logic

Data, analytics, and reporting

• Native voice transcription support for Hebrew

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi

Account management

• CX as Code support for Architect flows

Customer engagement

• Add media to an Outbound SMS campaign
• Set SMS Phone Number action type added to digital rules for outbound digital campaigns
• Auto answer for voice interactions on queue settings
• Auto answer for digital interactions

Data, analytics, and reporting

• Filter and search conversations by acoustic metrics and wrap-up codes

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

• Reminders for agents about their next scheduled activity

Customer engagement

• Regex custom data filtering to protect sensitive information for co-browse
• Configure max calls per agent with decimal precision
• Recurring outbound campaign schedules
• Script support for workitems

Account management

• Customize inactivity timeout settings

Data, analytics, and reporting

• Topic miner Swiss German language support
• Configure performance dashboard widgets with work team and reports-to filters

Employee productivity

• Enhanced email input fields

Self service and automation

• Portuguese language support in Architect

Workforce engagement

• Workforce management historical data import improvement
• Assign coaching without workforce management scheduling
• Workforce management activity codes for coaching and learning

Account management

• Custom inbound data filtering rules for digital channels
• Login banner added to Genesys Cloud login screen

Customer engagement

• External contacts profile panel refresh
• Interactive WhatsApp templates with images and dynamic call-to-action buttons

Self service and automation

• Content based search for knowledge articles

Workforce engagement

• Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

• Deprecation: Legacy ACD web chat (version 1)
• Deprecation: Legacy co-browse and screenshare

Customer engagement

• Preserve routing information for callbacks and voicemails
• Define rule conditions based on workitem dates
• Updated agent canned responses panel
• Bulk workitem addition via API

Data, analytics, and reporting

• Edit and rerun scheduled exports
• Share dashboards with work teams and individuals
• Agent performance reports for inactive and deleted users
• Improved native voice transcription accuracy for French
• Normalization of Digits in German for Low Latency transcription.

Employee productivity

• Enable emoji reactions in Collaborate chat including desktop users

Open platform

• Division-aware permissions and APIs for external contacts

Workforce engagement

• Improved search and filters for screen recorded interactions

Customer engagement

• SMS and E-mail campaign automation using campaign rules

Data, analytics, and reporting

• Hindi programs, topics, and phrases support

Employee productivity

• Add descriptions to collaborate chat rooms