Genesys Cloud FedRAMP Region – 2026
List of the Genesys Cloud FedRAMP Region release notes published in 2026.
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