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 2026

Customer engagement

• Messenger support for list picker
• Agent greetings for ACD voice
• No-cost digital user tracking
• Improved Messenger web tracking configuration
• Enhanced social media escalation to the agent desktop

Data, analytics, and reporting

• Set transcription dialects at the queue level for voice interactions
• Analytics agent status API routing status and presence data sort and filter

Employee productivity

• Answer incoming conversations directly from notifications
• Agent Copilot trigger events subscription
• Custom prompts in advanced summary configurations
• Agent-to-agent consult and warm transfer for messaging interactions

Workforce engagement

• Workforce management unavailable times flexible scheduling
• Updated built-in learning modules reflecting new navigation
• Increase the daily automated evaluation limit
• Manage agent auto-evaluation scoring rules through public APIs
• Dynamic user grouping with user management rules
• Workforce management business units increased route path capacity
• Improved workforce management scheduling constraints

Deprecations

• Deprecation: Genesys Cloud SSO certificate expiry

Employee productivity

• Streamlined navigation and information architecture update
• Live character counter for ACW notes
• Internationalized date formats in Genesys Tempo

Customer engagement

• Control agent transfer capabilities via permissions
• Inactivity handling for messaging interactions

Data, analytics, and reporting

• Topic miner support for Arabic dialects
• Topic miner support for Hindi dialect

Workforce engagement

• Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
• Adherence widget available in the Activity view
• Automatic submission of completed AI evaluations

Deprecations

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

Deprecations and announcements

• Deprecation: Administrator login using only user name and password

Employee productivity

• Streamlined navigation and information architecture update

Customer engagement

• Web Messenger support for time slot picker

Workforce engagement

• Workforce management override for time-off plan dates

Employee productivity

• Streamlined navigation and information architecture update
• Improved scripting accessibility tools

Customer engagement

• Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

• Analyze segment and web outcome events in Journey Management
• Administrators can now search content from HTML emails

Self service and automation

• Preview guides for virtual agents in AI Studio
• Configure virtual agents to generate answers from multiple sources

Workforce engagement

• Workforce management block scheduling
• Adherence and activity code mapping enhancements

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

• 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
• 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
• 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
• 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

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

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

• 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

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

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

Customer engagement

• Define ring membership by queue
• Division-based Schedule view
• Bulk workitem termination

Data, analytics, and reporting

• Improved Content Search view
• Topic miner Dutch language support

Workforce engagement

• Workforce management activity smoothing and schedule variability

Account management

• Control scripts access based on division membership

Customer engagement

• Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

• Native voice transcription support for Swiss German
• Improved native voice transcription accuracy for Spanish

Employee productivity

• View time-off balances from an external HR system on Genesys Tempo

Open platform

• Supporting links for operational event details

Self service and automation

• Track and optimize flow size with enhanced insights

Workforce engagement

• Improved workforce management schedule editor agent filter and sort
• Workforce management weekly staffing requirements with ABM forecasts
• Improved deferred workload prediction algorithm

Deprecations and announcements

• Deprecation: Legacy alerting system

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

Customer engagement

• Quick replies, cards, and carousels for open messaging
• Third-party Facebook, Instagram, and WhatsApp messaging 
• Automatically pause co-browse session for specific pages
• Real-time WhatsApp message status tracking
• External Contacts external ID support
• Workitems List View filter and sort support

Data, analytics, and reporting

• Enhanced bulk import for external contacts

Workforce engagement

• GCBA proxy server support
• Enhanced date format display for workforce management agents

Account management

• Simplified customer firewall requirements

Customer engagement

• Active callback columns for performance views

Data, analytics, and reporting

• Journey flows tab in Architect for outbound call, inbound email and message flows
• Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

• Multi contextual panels

Open platform

• Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

• Drag and drop in Architect builders

Workforce engagement

• Workforce management read-only continuous forecasting

Account management

• Telephone resource limits in Admin UI

Customer engagement

• Rule conditions and advanced capabilities for campaign rules
• Identifier claim management for external contacts
• Park email interactions

Employee productivity

• Supervisor access to voicemail metrics

Workforce engagement

• Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
• Manually assign work plans with future effective dates

Account management

• Improved Genesys Cloud storage cost calculator

Customer engagement

• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

Data, analytics, and reporting

• Content Search lookback for words and phrases extended to 60 days
• Flow insights overlay for flow performance analysis

Employee productivity

• Disable WebRTC audio and alert notifications in the embedded client
• Suppress profile notifications
• Preferred device profiles

Self service and automation

• Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

• Enhanced agent and supervisor activity overview screen
• Workforce management notifications for process automation triggers
• Workforce management Business Unit/Management Unit and Time Zone placement in views

Customer engagement

• Genesys Cloud CIDR expansion and firewall requirements completion
• Messenger session persistence
• Workitem query and filter improvements
• Enhanced workitems list view with column picker and advanced filtering
• Direct access to interaction details from the Customer Journey tab

Data, analytics, and reporting

• Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
• Real time data update indicators in analytics views
• View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

• Enhanced control over agent assistance access

Workforce engagement

• Workforce management per minute scheduling granularity

Deprecations

• Deprecation: Legacy alerting system

Account management

• Counted limits monitoring and alerts
• WebRTC Media Helper enabled by default with allowed IP addresses feature

Customer engagement

• Prerequisites in expandable section of Resource Center articles
• Interaction routing based on predictive scores
• Genesys Cloud CIDR expansion and firewall requirements 

Data, analytics, and reporting

• Dashboard Owners page
• Increase quality management topic limit to 5000 on request

Open platform

• API for platform limit event alert

Workforce engagement

• Screen recording playback UI modernization
• Improved customer sentiment and agent empathy analysis for English dialects

Customer engagement

• Auto-termination for closed workitem statuses
• Outbound open messaging on behalf of a queue
• Extended after call work timeout
• Introducing Work Automation

Workforce engagement

• External metrics for performance scorecards
• Activity plans for optimal workforce management scheduling

Data, analytics, and reporting

• Export panel enhancements
• Dynamic time zone settings in workspaces and views
• Analytics views column picker improvements
• Improved interval granularity for ad-hoc exports
• Introducing digital performance monitoring views

Employee productivity

• Utilization labels for Click to Dial API

Workforce engagement

• Genesys Cloud Workforce Management work plan bidding

Account management

• Hourly interacting users billing option

Customer engagement

• Highlight markdown support in web messaging

Data, analytics, and reporting

• Introducing Architect Journey Flows for bot and digital bot flows
• Introducing Architect Journey Flows for inbound and secure call flows
• Improved native voice transcription accuracy for Portuguese

Self service and automation

• Select multiple segments in knowledge article variations
• Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
• Introducing Architect Replay Mode
• Advanced Architect execution data capabilities for all flows

Workforce engagement

• Improved navigation between published schedules in the workforce management schedule editor

Customer engagement

• Introducing the Queue routing performance view
• Web tracking API public endpoint

Data, analytics, and reporting

• Improved native voice transcription accuracy for Arabic dialects

Workforce engagement

• Enhanced employee recognition for improved engagement
• Workforce Engagement Management (WEM) activity view in external web environments

Deprecations

• Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Data, analytics, and reporting

• Real-time alerting based on agent’s after call work duration
• Real-time alerting for waiting interactions
• Configure rules for any user within a work team
• Topic miner German, Italian, and Portuguese language support

Open platform

• Dynamic documentation and trigger enablement for the Operational Console
• Enable automatic capture of console logs for troubleshooting

Workforce engagement

• Trade alternative shifts for enhanced workforce management shift management

Deprecations

• Deprecation: Legacy historical adherence query route

Platform

• Japanese translation of the Export report

Customer engagement

• Limit agent actions during co-browse sessions

Data, analytics, and reporting

• Trigger alerts based on the number of agents currently in queue
• Create in-app toast notification alert rule.
• Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
• Architect supported languages user interface enhancements
• Collapsible card interface in Architect actions

Workforce engagement

• Improved native voice transcription accuracy for Dutch

Data, analytics, and reporting

• View speech and text analytics data for a year at a time

Customer engagement

• Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

• Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

• HELD (HTTP Enabled Location Delivery) for E911 Location Information
• Introducing the Nuance Recognizer as a Service integration

Workforce engagement

• Interaction recording download tracking in audit trail

Customer engagement

• Enhanced message delivery status in messenger widget

Employee productivity

• Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
• Microsoft Teams and 8×8 UC Integrations availability

Open platform

• Enhanced AudioHook Monitor configuration and migration process

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU) (eu-ES), and Swedish language support

Workforce engagement

• SCORM 1.2 learning standard conformance
• Learning module improvements