Account management

• People and permissions user interface refresh

Customer engagement

• Requesting Off Queue presence status
• Sort workitems by custom attributes
• Monitor and respond to non-owned Facebook pages

Data, analytics, and reporting

• Agentic Virtual Agent turn details in Journey Management

Open platform

• Telephony administrators can now self-enable Japanese language models

Self service and automation

• Knowledge Fabric file browser for uploaded documents

Workforce engagement

• Control agent shift visibility in schedules

Deprecations and announcements

• Deprecation: BYOC Cloud TLS Ciphers

Customer engagement

• Agent reservation for customer-first callbacks
• Workitem analytics views: Improved accuracy of Answered metric

Data, analytics, and reporting

• Journey Management multi-metric charts
• Journey Management effort score dashboard

Employee productivity

• Agent Copilot email thread summarization
• SMS interactions in the Genesys Cloud Associate app
• Voicemail transcriptions for personal and group voicemails

Self service and automation

• AVA enhanced knowledge configuration for linking dependent variables
• AI Studio supports preconditions for tool inputs

Workforce engagement

• Add notes to shift trade requests

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

Customer engagement

• External contact favorites

Data, analytics, and reporting

• View external event schemas and configurations
• Custom conversation attributes native actions in Architect bot flows

Employee productivity

• Screen recording support for ChromeOS

Open platform

• CX Cloud auto-answer for interactions
• Inbox enhancements to manage group voicemails

Workforce engagement

• Flexible meal and break times for agents
• Update unavailable times on behalf of an agent

Deprecations

• Deprecation: Model for agentic virtual agents

Customer engagement

• Apple Messages for Business invitations
• Custom attributes in workitem list columns
• Deterministic auto-merge for duplicate contacts

Data, analytics, and reporting

• Performance views data table now supports resizing, horizontal scrolling, and accessibility improvements

Open platform

• Genesys Enhanced TTS now includes Amazon Polly Neural voices

Workforce engagement

• Agent adherence adjustments
• Time-off management UI updates

Customer engagement

• AI-powered outbound campaign summarization and diagnostics
• Contact list and record retention

Data, analytics, and reporting

• Enhanced dictionary management for Genesys Cloud native transcription

Employee productivity

• Granular ACD voicemail permissions

Open platform

• ACD voicemail routing for CX Cloud from Genesys and Salesforce
• Granular configuration for AudioHook streams
• Support for CCX firmware version 9.3
• Genesys TTS Connector for third-party TTS engines

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)

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

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
• Centralized case management view for supervisors and case managers

Data, analytics, and reporting

• Dark and light mode theme options for Analytics Performance dashboards

Self service and automation

• Monitor LAM-based agentic virtual agents in the VA Performance dashboard
• Navigate to utterance timestamps in call recordings within bot flows

Workforce engagement

• Workforce management administrator module date and time enhanced localization
• Agent State API enhancements

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

• Participant names and avatars in Mobile Messenger
• ACD skill expression performance view and interaction columns

Workforce engagement

• Live screen monitoring for agent supervision
• System-detected historical forecast outliers
• AI scoring support for Genesys Cloud CX2 with AI tokens

Account management

• Simplified permissions view with updated Select All controls

Customer engagement

• Social media follower count and verified status

Data, analytics, and reporting

• Improved accuracy and reliability of date-time picker

Self service and automation

• Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode

Workforce engagement

• Customizable activity code colors
• Enhanced screen recording playback

Account management

• Add login hint to OAuth client URLs
• Assign divisions to ACD skills

Customer engagement

• Detect and mask explicit images in social listening posts

Data, analytics, and reporting

• Expanded External Contacts export support
• Journey Management data export for BI tools

Open platform

• Multiple concurrent Genesys applications per user
• Data Actions support for Google Cloud Run Functions (v2)

Self service and automation

• Customize virtual agent interaction summaries

Workforce engagement

• Import decision metrics for workforce management
• Time-based filtering for opportunities and enrollments

Deprecations

• Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1

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)

Customer engagement

• Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
• Messenger input forms for digital bot flows
• Rate limiting for conversation assignment
• Caller ID inheritance for agent-created customer first callbacks
• Case record comments

Data, analytics, and reporting

• Program-level sentiment and empathy analysis controls
• Increased dictionary terms limit for native transcription
• Improved native transcription accuracy for English dialects and specialized domains
• Sentiment Feedback user interface modernization
• Speech and Text Analytics configuration UI modernization
• Unified and scalable Genesys Cloud CX conversation data extraction

Employee productivity

• Call Session Service rollout for eligible organizations
• Associate mobile app rebrand and user experience refresh

Self service and automation

• Dark mode support and user interface update for Architect
• Improved Knowledge answers in Agent Copilot and Virtual Agent

Workforce engagement

• Work team-level access control for time-off requests
• Live screen monitoring for agent supervision
• Delete activity plans and future occurrences

Customer engagement

• Engagement source tagging for open messaging
• Inline image rendering for X direct messages
• Campaign health view enhancements
• WhatsApp template messages now support image carousels

Data, analytics, and reporting

• Styling and pagination improvements for Analytics dashboards and Performance views
• PATCH endpoints for external organizations, relationships, and notes

Employee productivity

• Supervisor takeover for active messaging conversations
• Agents can create summaries of interactions on-demand

Open platform

• Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)

Self service and automation

• Metadata-driven access control in knowledge fabric
• Knowledge fabric API synchronization and file management enhancements

Workforce engagement

• Start and end times for full-day time-off requests

Account management

• Configure inactivity timeout redirect behavior for SSO
• Restrict OAuth client credential grants by IP address range

Customer engagement

• Organization-level agent evaluation rate limiting for routing assignments

Data, analytics, and reporting

• Journey Management charts support for numeric attributes
• Semantic topic spotting for topic configuration
• Broaden Journey Management perspective with external data source API

Employee productivity

• Update user menu in the new Genesys Cloud navigation
• Exact match in Agent Copilot checklists
• Agents can view and complete multiple Agent Copilot checklists during an interaction

Workforce engagement

• Increase the granularity of time off limits to 15 minutes, by agent
• Expanded employee inclusion rules for activity plans
• Editable activity plans for greater flexibility

Customer engagement

• Rate limiting for agent evaluations during best-skills routing

Employee productivity

• Intraday metrics and simultaneous media type views on Insights mobile app
• Blocked days and manual approval days in Tempo time-off requests

Open platform

• Genesys Cloud Voice supports international dialing prefix restrictions
• OAuth client credentials support for Salesforce data actions

Workforce engagement

• Sync manual schedule edits with Activity Plan occurrences
• Schedule Set bidding
• Increased maximum work plan activity time from shift end

Customer engagement

• Caller ID inheritance for agent-created customer first callbacks
• Drill down from workitem dashboards to underlying workitems and agents

Data, analytics, and reporting

• Digital channel performance insights in Channel Insights dashboard
• Import Architect flows into Journey Management

Employee productivity

• Genesys Agent Copilot and Virtual Agent, and knowledge Filipino, Malay, Hebrew, and Greek language support

Self service and automation

• Decision tables now support import and export functionality
• List and validate uploaded documents with the knowledge fabric API

Workforce engagement

• View volume and AHT forecasts in capacity plans
• Time off request filtering, sorting, and sequential approval
• Expanded answer options for AI scoring questions

Deprecations

• Deprecation: Any future permissions no longer included when selecting all permissions in a domain

Customer engagement

• Support for ACD skill expression filters
• Access to email header fields
• Expanded free-text response limit for web and voice surveys
• Message flows for public and private social messages

Data, analytics, and reporting

• Email alerts now include queue and agent names

Employee productivity

• Summaries for long interactions in Agent Copilot
• Control download access for voicemail recordings
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients

Open platform

• Multiple concurrent Genesys applications per user

Self service and automation

• Guides support richer variable types and internal scoped variables

Self Service and Automation

• Connection management for knowledge fabric

Workforce Engagement

• User Home workspace in Genesys Cloud Home
• Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account

Workforce engagement

• Agent Activity widgets available in Home
• Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations

Deprecations

• Deprecation: Token Implicit Grant for OAuth clients
• Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs

Account management

• Group-based inactivity timeout

Customer engagement

• Support for multiple from email addresses per queue
• Warm invite participants to an ACD conference
• Operational Console support for Twitter/X integration monitoring
• Caseplan builder for Case Management

Open platform

• Dedicated IAM role for BYOT Amazon Polly integration

Self service and automation

• Voice processing prompts in bot flows
• View selected folders in knowledge fabric connected sources

Workforce engagement

• On-queue opportunities for workforce management

Account management

• Improved customer firewall requirements

Employee productivity

• Channel-less activity history for associate users

Deprecations

• Deprecation: Removal of Generic Webhooks integration for chat notification

Customer engagement

• DMARC monitoring for custom email domains
• Contactable time sets for outbound WhatsApp campaigns

Data, analytics, and reporting

• AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish

Employee productivity

• Queue-based outbound calling in Communicate mobile app
• Allow for opting in to the latest model for Agent Copilot summary generation
• Control download access for voicemail recordings

Self service and automation

• Increasing limits for social data ingestion and escalation
• Genesys native speech-to-text available as a bot transcription engine
• Bot users can skip a question when they don’t know the answer
• Generate guides from agent conversation transcripts

Deprecations

• Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
• Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement

Customer engagement

• Workitem history view

Data, analytics, and reporting

• Segment-level agent activity events available in EventBridge
• Manage conversation attribute schemas in Genesys Cloud

Employee productivity

• View and compare performance data for Agent Copilot-enabled agents
• Updated persistent connection indicator in the navigation top bar

Self service and automation

• Speech and DTMF Input Mode Variable Tracking in Architect

Customer engagement

• Web messaging – configurable guest session duration

Data, analytics, and reporting

• Async aggregate API endpoint
• STA and WEM add-on licensing now based on permissions

Open platform

• Hindi language support

Self service and automation

• Create scheduled triggers to automate workflows

Workforce engagement

• Agreement score visibility in evaluation form editor
• Increased planning group and staffing group limits in capacity planning
• Work team as a permission condition in recording access control
• Permission conditions for screen recording access control

Account management

• New permissions for managing phone associations

Customer engagement

• Agent ownership support for customer first callbacks

Data, analytics, and reporting

• Improved accessibility and usability for analytics performance views date picker
• Add dictionary terms to EVTS – Transcribe

Employee productivity

• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Configure retention period for Genesys Agent Copilot summaries
• Genesys Agent Copilot expansion to social and digital messaging channels

Open platform

• Embedded Framework supports Group Name attribute for group ring calls
• Poly/HP ROVE Series managed phones available in Genesys Cloud

Workforce engagement

• Running Genesys Cloud Background Assistant (GCBA) with Windows service account

Customer engagement

• Share a single contact list across multiple active campaigns

Data, analytics, and reporting

• Improved transcription accuracy for native voice transcription

Employee productivity

• Enhanced digital metrics accuracy with auto-answer hold time tracking
• Updated pre-join experience in Genesys Cloud Video

Self service and automation

• Automated chat notifications within Architect workflows

Customer engagement

• Use workitem expiry date as an automation milestone in Work Automation
• Contact Management UI enhancements
• Precise Dialing mode (Progressive mode with agent reservation)
• Single customer view: Customer journey support for cases, tasks, and workitems
• New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

• Journey Management improves support for ad-hoc journey analysis
• Improved identity resolution for Genesys Cloud web event and mobile app event tracking

Employee productivity

• Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Workforce engagement

• 15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
• Snippet recording for ACD calls

Customer engagement

• New commercial model for Work Automation tasks and workitems
• Genesys Cloud introduces Case management
• Poly/HP Edge B Series managed phones available in Genesys Cloud
• Message parking for Genesys Cloud
• Improved diagnostics for outbound voice campaigns

Data, analytics, and reporting

• Ingest external events through APIs for External Contacts

Employee productivity

• Support for Poly Trio C60 conference phone as a Genesys managed phone
• Extended markdown in messaging channels

Customer engagement

• WhatsApp support for interactive rich link messages
• Public availability of the workitems Query Sync API

Data, analytics, and reporting

• Use AI to generate topic phrases
• Introducing Content Exploration view
• Charts user experience enhancements
• Add program filter to phrase testing in Topic Editor
• Topic miner support for Danish, Finnish, Norwegian and Swedish
• API-based dictionary management for EVTS with AWS Transcribe

Employee productivity

• Add standalone phones to groups for group ring
• Genesys Summarization Connector for Agent Copilot interaction summaries

Self service and automation

• Support for custom ASR dictionaries in bot flows

Workforce engagement

• Generate schedules using minimum coverage
• API to export continuous forecast data for external use

Customer engagement

• Filter knowledge portal results by article labels
• Pagination for web deployment list APIs
• Increased limits for Messenger configuration and deployment counts

Self service and automation

• Bring Your Own Technology (BYOT) ASR engines in Architect bot flows

Deprecations

• Deprecation: Administrator login using only username and password
• Deprecation: Billing APIs and UI components update

Account management

• Improved Operational Console user interface

Data, analytics, and reporting

• New PATCH API endpoint for external contacts

Employee productivity

• Secure pause available on all call types, not just ACD calls
• Pin messages in Collaborate chat for quick reference on mobile

Self service and automation

• API endpoints for uploading knowledge files using custom integrations
• Decision rules priority setting

Workforce engagement

• Average alert time metric for Gamification Profiles
• View evaluation scores in the interaction detail quality summary

Deprecations and announcements

• Deprecation: Token Implicit Grant for OAuth clients

Contact Center

• Upcoming end of native support for select Google and Microsoft TTS voices

Customer engagement

• Attempt control enhancements
• Native Architect action for customer intent retrieval
• Improved Global Media Fabric responsiveness with regional caching of Architect prompts
• Enhanced outbound WhatsApp messaging performance

Data, analytics, and reporting

• Architect journey flows data limit visibility and guidance improvements
• Genesys Cloud conversation attribute API support
• Analytics Aggregate API Top N sorting
• Journey management insights with survey events and virtual agent filters
• Introducing Channel Insights dashboard
• Improved native voice transcription accuracy for Spanish dialects
• Improved native voice transcription accuracy for specific English dialects

Employee productivity

• Configure combined voice utilization for ACD and non-ACD calls
• Inbound ACD voice call support on Communicate mobile app
• Manage user presence in the Communicate mobile app

Workforce engagement

• Monthly view for capacity planning results

Customer engagement

• Predictive routing queues summary enhancements
• WhatsApp support for interactive list pickers in bot conversations
• Automatic sign-in for authenticated Messenger users
• Workitem Insights views for supervisors

Data, analytics, and reporting

• AI scoring model upgrade for natural-language evaluation questions
• Copilot panel and chart expansion for Journey Management

Employee productivity

• Extended markdown in messaging channels
• Configurable audio alert duration for agents

Self service and automation

• Use knowledge in AI Guides
• Genesys virtual agent support for knowledge fabric

Account management

• API for custom user attributes in user profiles
• Support for data filtering rules in outbound digital channels

Customer engagement

• Support for authenticated web messaging in single customer view
• Inbound WhatsApp business calling

Employee productivity

• Agent Copilot knowledge configuration support

Open platform

• Greater outbound performance and platform enhancements for BYOC Cloud

Self service and automation

• Introducing Knowledge Fabric

Workforce engagement

• Granular access control for gamification using reporting hierarchy

Deprecations

• Deprecation: Administrator login using only user name and password

Customer engagement

• Attempt control enhancements
• Automatically end preview interactions after wrap-up

Employee productivity

• Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
• Queue ID attribute for embeddable framework click-to-dial

Open platform

• Locale-based date and time display

Workforce engagement

• Automated agent scoring in speech and text analytics programs

Deprecations

• Deprecation: agent assistance

Open Platform

• Updated regional feature deployment schedule now in effect

Account management

• AuthorizedClientIDs SAML attribute for SSO integrations
• Set default multi-factor authentication (MFA) device for multi-device users

Customer engagement

• Support for keyboard type in Apple Messages for Business forms
• Post-flow action in Architect message flows
• Customer intent taxonomy and agent visibility
• Automatically establish a persistent connection when an agent goes on-queue
• WebRTC idle media timeout 

Employee productivity

• Genesys Tempo cross-week shift trading
• Accessibility improvements for conversation initiation
• Agent Copilot queue filters

Open platform

• WebRTC phone upgrade opt-in setting
• Seamless reconnections in AudioHook Monitor integrations

Workforce engagement

• Workforce management main forecast table view
• Real-time agreement rates in evaluation forms

Account management

• Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
• BYOC Premises Edge devices in Edges list view

Customer engagement

• Social direct messages, social post injections, and social post responses allowance increase per AI token
• Create rules based on workitem creation date
• Generate web survey links on demand with an API

Employee productivity

• Domain allow list for emails
• Summaries for consult transfers for Agent Copilot

Workforce engagement

• API to List Past Recognitions
• Reply-To field in email transcripts
• Long-term forecast and schedule generation up to 104 weeks
• Granular evaluation metrics in the Evaluation Aggregate API

Open Platform

• Updated regional feature deployment schedule now in effect

Customer engagement

• Outbound limit alerts for voice campaigns in the Operations Console
• Set post-call actions for voice calls using public APIs

Employee productivity

• Conditional access policy support for Microsoft Entra ID
• Send group voicemail notifications to the group email address

Workforce engagement

• Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration

Open Platform

• Update to regional feature deployment schedule effective January 12, 2026