List of the Genesys Cloud FedRAMP Region release notes that include the scheduling release notes tag.
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
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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
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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
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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
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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
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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
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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
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Employee productivity
- Streamlined navigation and information architecture update
Workforce engagement
- Team schedule view for agents
Deprecations
- Deprecation: Genesys Cloud SSO certificate expiry
View details