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

Data, analytics, and reporting

• Improved native voice transcription accuracy for Spanish dialects

Employee productivity

• Conditional access policy support for Microsoft Entra ID
• Send group voicemail notifications to the group email address
• Add standalone phones to groups for group ring

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

Deprecations and announcements

• Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

Open Platform

• Bring Your Own Technology (BYOT) Rate E and Rate A changes

Account management

• Passkey support for Multi-Factor Authentication (MFA)

Customer engagement

• Custom named time zones for contactable time sets
• Digital rule sets for outbound WhatsApp campaigns
• Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
• External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flow list picker support in Singapore and Mexico regions
• Authentication support in Apple Messages for Business in Singapore and Mexico regions
• Apple Messages for Business forms in Singapore and Mexico regions
• Control agent transfer capabilities via permissions
• Configure group ring settings
• Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
• New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

• Sentiment, empathy, and topic spotting support for Turkish and Zulu
• Export summary row chart in Analytics Performance views
• Web events available in Journey Management

Employee productivity

• Configure combined voice utilization for ACD and non-ACD calls
• Favorites now listed in the User Directory
• Multi-language Agent Copilots

Open platform

• Enable auto answer for interactions in the Unified Experience from Genesys and ServiceNow integration
• Thai language support
• Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Self service and automation

• Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish
• Enhanced confirmation controls in AI Guides
• Genesys Virtual Agent support for Portuguese and Swedish dialects
• Create flow outcomes and milestones natively in Architect

• Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

Open platform

• Update to regional feature deployment schedule effective January 2026
• CX Cloud from Genesys and Salesforce integration cloud-based user settings
• Generative AI Text-to-Speech (TTS) integration

Customer engagement

• Mobile Messenger support for rich media cards and carousels
• Social listening and response for Google Business Profile channel
• 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

• Extended voice transcription services support for Serbian
• Improved native voice transcription accuracy for specific English dialects
• 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

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
• Agent-to-agent consult and warm transfer for messaging interactions
• Custom prompts in advanced summary configurations
• Live character counter for ACW notes
• Internationalized date formats in Genesys Tempo

Account management

• BYOC Premises Edge devices in Edges list view

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

Open platform

• Mexico region deployment
• Singapore region deployment

Self Service and Automation

• Rule-based decisions and string list attribute support

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
• Deprecation: Administrator login using only user name and password

Employee productivity

• Streamlined navigation and information architecture update

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Open platform

• Greater outbound performance and platform enhancements for BYOC Cloud

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

Open platform

• Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
• Map participant data from Genesys Cloud to ServiceNow interaction fields

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

Customer engagement

• Apple Pay support for Apple Messages for Business
• Architect digital bot flow list picker support
• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Administrators can now bring their own SMS SMPP provider
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Administrators can now search content from HTML emails
• Topic miner Korean and Japanese language support
• Native voice transcription for core dialects

Open platform

• Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) 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
• Unified Experience from Genesys and ServiceNow phone book support 

Workforce engagement

• Default answers for evaluation forms

Customer engagement

• API for phone numbers update in scheduled callbacks
• Inbound messaging channel routing support in Apple Messages for Business
• Authentication support in Apple Messages for Business 
• External Contacts identity resolution support for Apple Messages for Business
• Architect digital bot flows and Apple Messages for Business support 

Data, analytics, and reporting

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

Employee productivity

• Auto-assign Agent Copilot to licensed queue members

Open platform

• Audio Connector integration in Architect secure call flows

Account management

• Web application firewall for public connections

Customer engagement

• Workitem appearance configuration
• 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
• Introducing rule-based decisions

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

Open platform

• Unified Experience from Genesys and ServiceNow Agent Copilot support
• Genesys Cloud Voice in Japan, Seoul, and Osaka regions

Workforce engagement

• Workforce Management (WFM) support for ACD routed workitems

Employee productivity

• Multi contextual panels
• Call history enhancements for group calls

Customer engagement

• Support for mobile push notifications for unread message alerts
• Assign segments to external contacts for up to 30 Days
• Append outbound campaign performance statistics to the Campaign Performance view
• Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
• Authenticated session duration for secure mobile sign-ins

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

• Unified Experience ServiceNow ITSM support
• Configure alerts for Operational Console events

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

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

• CX Cloud from Genesys and Salesforce support for agent initiated after call work
• 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
• Call forwarding enhancements with group search functionality

Account management

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

Customer engagement

• Messenger individual application provisioning and configuration redesign
• 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

Deprecations

• Deprecation: Removal of Webhooks integration for chat notification

• Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

• Multi contextual panels
• Customizable summaries in AI Studio

Account management

• Enhanced groups profile configuration

Customer engagement

• 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
• Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

• Improved readability of native voice transcription in Spanish language transcripts
• Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

• New Genesys Cloud Voice phone number inventory report
• Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

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
• Introducing AI Studio

Workforce engagement

• Workforce management capacity planning

Deprecations

• Deprecation: Mobile Messenger SDK localization files storage
• Deprecation: BYOC Premises Edge Remote Survivability

Employee productivity

• Multi contextual panels
• Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

• Mobile Messenger SDK content profile support 
• Time-based conditions in call rule sets
• Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance 

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
• CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

• Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

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

Employee productivity

• Multi contextual panels
• New email send permissions control

Customer engagement

• Sort by priority in skills-based dialing for Preview campaigns
• Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

• Group Ring column and filter in Interaction views

Open platform

• Wrap-up code integration between Genesys Cloud and ServiceNow
• On Demand log capture for agents

Workforce engagement

• Export agent summary data as PDF or CSV

Employee productivity

• Multi contextual panels
• Configure chat message editing time limits

Customer engagement

• Genesys Cloud Open Messaging supports custom social network connectors
• Character counter in canned responses editor

Data, analytics, and reporting

• View phrase usage in Topic Editor

Self service and automation

• Introducing the Webhook for Events integration

Deprecations

• Deprecation: Agent Assist AI Experience tokens provisioning

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Quick replies, cards, and carousels for open messaging

Employee productivity

• Multi contextual panels

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

Open platform

• Multi-org campaign management in CX Cloud from Genesys and Salesforce

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

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Instagram support for external contacts identity resolution

Employee productivity

• Multi contextual panels

Data, analytics, and reporting

• Average Speed of Answer in Agent Performance views

Open platform

• Synchronize ServiceNow cases with Genesys Cloud work items

Workforce engagement

• AI scoring support for consult transfers

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Email administration user interface enhancements
• Retry configuration for unsuccessful customer first callbacks

Employee productivity

• Multi contextual panels
• Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

• Automatic role assignment for reactivated users

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

Deprecations

• Deprecation: Analytics Transcripts Query Endpoint API

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Next Contact Avoidance (NCA) in predictive routing

Employee productivity

• Multi contextual panels
• Agent Copilot configuration experience improvements

Account management

• Division assignment for external contacts and external organizations

Data, analytics, and reporting

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

Open platform

• Phone book support in the Omni-Channel widget for CX Cloud
• Genesys Cloud Voice numbers in Latvia, Lithuania, and Slovakia
• Configurable timeout for data actions

Workforce engagement

• Enable audio selection with screen recordings in playback

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Introducing outbound WhatsApp campaigns support

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

Data, analytics, and reporting

• View average sentiment score across performance views
• Retrieve Estimated Wait Time (EWT) by label
• Analytics agent activity API filter and sort agents based on conversation activity
• Agent Timeline Detail view

Open platform

• Sync external email interaction data in Genesys Cloud EX
• Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia

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

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Non-default content profile support for SMS

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 

Account management

• Introducing the Genesys Cloud CX 4 license

Data, analytics, and reporting

• On demand voice and digital transcript translation
• AI-generated interaction transcript summaries
• English voice transcript sensitive data masking improvements

Open platform

• Script support in the CX Cloud from Genesys and Salesforce integration

Workforce engagement

• AI scoring in evaluation forms
• Daily value configuration in service goal templates

Deprecation

• Deprecation: BYOC Cloud TLS Ciphers:

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Genesys Cloud for X (Twitter) Direct Messaging integration
• Introducing Genesys Cloud Social
• Work Automation List view OR queries

Employee productivity

• Multi contextual panels
• ACD voicemail transcription

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
• Deprecation: Genesys Enhanced TTS – Google European Voices

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Support for open messaging in Single Customer view

Employee productivity

• Multi contextual panels
• Agent Copilot configuration experience improvements

Data, analytics, and reporting

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

Open platform

• Unified Experience from Genesys and ServiceNow embedded voice interactions
• Unified Experience from Genesys and ServiceNow with External Routing support

Workforce engagement

• Genesys Cloud updated built-in learning modules

Deprecations

• Deprecation: Billing APIs and UI components

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Typing indicators in Mobile Messenger

Employee productivity

• Multi contextual panels
• Conversation summaries on transfer with Agent Assist and Agent Copilot
• Notes panel improvements
• Wrap Up panel usability improvements 

Data, analytics, and reporting

• Journey Management date range configuration

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

Deprecations

• BYOC Premises – Genesys Hardware Solution deprecation

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Employee productivity

• Multi contextual panels
• Enable real-time queue and agent monitoring with customizable notifications on Android
• Improved Agent Copilot summarization for English and Spanish Dialects

Account management

• User settings page displays the last login date and time

Data, analytics, and reporting

• Insert a new event between two existing events in Journey Management
• Purchase Speech and Text Analytics as a standalone product
• Turn customer sentiment analysis on or off

Open platform

• Additional screen pop options in CX Cloud from Genesys and Salesforce
• Division-aware permissions and APIs for external contacts

Workforce engagement

• Increase screen recording duration for after-call work
• Set scheduling constraints for calendar months

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Regex custom data filtering to protect sensitive information for co-browse
• 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

• 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 including desktop, iOS and Android mobile users

Open platform

• CX Cloud from Genesys and Salesforce Agent Copilot support
• Custom node.js code as part of a data action
• Division-aware permissions and APIs for external contacts

Workforce engagement

• Improved search and filters for screen recorded interactions

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification

Account management

• Control scripts access based on division membership

Data, analytics, and reporting

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

Employee productivity

• Voicemail push notifications in Communicate mobile app

Open platform

• CX Cloud from Genesys and Salesforce language support
• 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

• Deprecation: Agent Assist AI Experience tokens provisioning

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Authenticated messaging enabled for Mobile Messenger
• View Mobile Journey Tracking for enhanced agent insights
• Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

• Audit Viewer granular detail of role changes

Customer Engagement

• Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

• Preview active emails in queue and parked emails
• Collaborate chat hyperlink ability

Open platform

• Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

• Capture slot values via LLMs with Genesys Virtual Agent
• Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

• Workforce management activity smoothing and schedule variability

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Agent Copilot summarization model improvement
• Introducing Architect workitem flows for enhanced work automation
• Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

• Enhanced interaction visibility in agent status widget
• Sentiment and agent empathy analysis for Swiss German language

Open platform

• Additional conversation events for the Operational Console

Self Service & Automation

• Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages

Self service and automation

• Architect toolbox search option

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Voice surveys after customer interactions

Data, analytics, and reporting

• Journey flows tab in Architect for outbound call, inbound email and message flows

Open platform

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

Self service and automation

• Disable automatic hinting in Architect bot flows

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

Account management

• Improved Genesys Cloud storage cost calculator

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
• Preferred device profiles
• Improved summarization readability and efficiency for agents

Open platform

• Guided setup experience for CX Cloud installation

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

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
• Deprecation: Google Agent Assist for Genesys Cloud

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Workitem query and filter improvements
• Direct access to interaction details from the Customer Journey tab
• Enhanced workitems list view with column picker and advanced filtering
• Web messaging support in the Zurich (EUC2) region

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
• Genesys Agent Copilot and Genesys Agent Assist for outbound knowledge surfacing

Open platform

• Hardware and OS support for CHS Large devices
• Genesys Cloud Voice number management UI improvements

Workforce engagement

• Workforce management per minute scheduling granularity

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Messenger session persistence
• Mobile Messenger SDK for iOS and Android

Data, analytics, and reporting

• Enhanced queue activation panel with search and pagination in agent detail views
• Extended voice transcription services support for Hindi

Self service and automation

• Knowledge workbench connectors for Salesforce and ServiceNow
• Agent Copilot AI-generated answers from manual search

Account management

• Counted limits monitoring and alerts
• WebRTC Media Helper enabled by default with allowed IP addresses feature
• Custom inbound data filtering rules for digital channels

Customer engagement

• Prerequisites in expandable section of Resource Center articles
• Park email interactions

Data, analytics, and reporting

• Dashboard Owners page
• Increase quality management topic limit to 5000 on request
• Journey management with Funnel analysis

Open platform

• Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

• Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

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

Data, analytics, and reporting

• Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Customer engagement

• Skills-based dialing in power and predictive outbound campaigns
• Work Automation performance views enhancements
• Granular campaign control permissions
• Interaction routing based on predictive scores

Self service and automation

• Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
• Flexible text-to-speech (TTS) engine selection in Architect flows

Customer engagement

• Success, Neutral and Failure classifications in wrap up code mappings

Data, analytics, and reporting

• Improved summary row display in analytics performance views

Employee productivity

• Configurable voicemail forwarding for presence states

Account management

• Multiple messenger deployment behavior update

Customer engagement

• Enhanced WebRTC Media Helper for VDI users
• Extended after call work timeout

Open platform

• Support for CX Cloud in VDI environment

Customer engagement

• Barge-in capability for supervisors and administrators

Data, analytics, and reporting

• Enhanced agent status visibility for supervisors

Employee productivity

• Utilization labels for Click to Dial API

Open platform

• Genesys Cloud Voice phone number availability in LATAM countries
• Genesys Cloud Background Assistant screen recording support for CX Cloud from Genesys and Salesforce

Workforce engagement

• Real time update of gamification scores

Deprecation

• 2024 Genesys CIDR expansion and firewall requirements notification

Customer engagement

• Introducing Work Automation

Data, analytics, and reporting

• Topic miner German, Italian, and Portuguese language support

Employee productivity

• Introducing direct routing to dedicated users
• Introducing Genesys Agent Copilot

Open platform

• Dynamic documentation and trigger enablement for the Operational Console

Workforce engagement

• Manage time-off details in the workforce management Time-off Limits view
• Trade alternative shifts for enhanced workforce management shift management

Deprecations

• Deprecation: Mobile Messenger SDK for React Native apps

Platform

• Japanese translation of the Export report

Account management

• Simplified customer firewall requirements

Customer engagement

• Enhanced message delivery status in messenger widget

Employee productivity

• Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
• Insights app for iOS
• Direct voicemail non-ACD call transfer for enhanced call management

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), and Swedish language support

Workforce engagement

• SCORM 1.2 learning standard conformance
• Learning module improvements

Deprecations

• Deprecation: ACD Web Chat 2.0 (Rest API)
• Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

Account management

• Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

• Email notifications for expiring and expired scheduled exports
• Introducing Architect Journey Flows for inbound and secure call flows

Open platform

• Genesys Cloud Voice currencies and inbound list pricing regional availability
• Poly VVX hostname format

Self service and automation

• Enhanced AudioHook Monitor configuration and migration process

Self service and automation

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

Deprecations

• Deprecation postponement: Legacy alerting system

Employee productivity

• Conversation summarization with Genesys Agent Assist for Voice
• Agent dashboard email component update

Open platform

• Audit Viewer alternate search parameters support

Workforce engagement

• Inbound and outbound filter for gamification metrics

Deprecations and announcements

• Deprecation postponement: Active screen recordings UI

Customer engagement

• Transfer APIs and associated permissions
• Client Credential Flow (CCF) authentication support for SMTP integrations
• Support for multiple external email participants

Data, analytics, and reporting

• Architect Flow Insights toggle for bot and digital bot flows
• Improved accuracy of Irish street names in English native voice transcription

Open platform

• Update agent preferred name via public API
• Asia Pacific satellite region deployment

Self service and automation

• Search for a knowledge base article by ID in Architect

Workforce engagement

• Support for disputed evaluations on gamification metrics scorecards

Data analytics and reporting

• Improved native voice transcription accuracy for Japanese

Employee productivity

• Enhancement of inactivity timeout in embedded clients

Open platform

• Osaka, UAE, and Zurich region deployments

Workforce engagement

• Suppress recording when a call is on hold

Deprecations and announcements

• Deprecation: Legacy ACD web chat
• Deprecation: Google Agent Assist for Genesys Cloud
• Deprecation: Legacy co-browse and screenshare

Customer engagement

• Advanced input file pre-processing
• Additional file format support for contact lists

Open platform

• Portuguese language support

Self service and automation

• Historical execution data for Architect bot flows and digital bot flows

Workforce engagement

• Workforce management navigation menu grouping
• Staffing requirements and performance metrics in the Schedules screen

Deprecations and announcements

• Deprecation: Legacy alerting system

Data, Analytics & Reporting

• Acoustic metrics added to transcript aggregates
• Open interactions in a new Analytics workspace tab
• English voice transcript sensitive data masking improvements

Employee productivity

• Introducing metrics and reporting for Genesys Agent Assist

Open platform

• Leveraging Digicert as the certificate authority in the mTLS process

Deprecations and announcements

• Deprecation: Pointillist Community

Account management

• Control wrap-up code access within divisions

Customer engagement

• Outbound dialing contact list builder
• Mobile customer journey tracking
• Improved call analysis response performance
• Mobile app event orchestration

Data, analytics and reporting

• Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
• Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Open platform

• CX Cloud from Genesys and Salesforce integration

Self service and automation

• Knowledge workbench V2 Japanese language support

Workforce engagement

• Improved Automatic Best Method (ABM) forecasting accuracy
• Average Talk Time gamification metric
• Learning modules with rich text format
• Supervisor insights improvements

Deprecations and announcements

• Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
• Deprecation: Genesys Cloud SSO certificate expiry

Data, analytics and reporting

• Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
• Content search enhancements

Open platform

• Genesys Cloud Voice in Brazil

Self service and automation

• Category and subcategory navigation in the knowledge portal
• Header background and category icon images in the knowledge portal

Workforce engagement

• Routing > Schedules is now Routing > Operating Schedules
• Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations

Deprecations and announcements

• Deprecation: Canned reports

Data, analytics and reporting

• Improved native voice transcription accuracy for specific French dialects
• Improved native voice transcription accuracy for specific Spanish dialects

Open platform

• Ringtone selection for call alerts

Self service and automation

• Centralized import and export for knowledge workbench V2
• Preview knowledge workbench V2 articles
• Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

• Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

Customer engagement

• Open messaging typing indicators

Data, analytics, and reporting

• Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

• Architect workflow trigger automation
• Introducing Genesys Cloud CX Accelerators

Self service and automation

• Support center name change
• Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
• Introducing the Architect Optimizations dashboard
• Architect flow outcomes and milestones user interface updates

Workforce engagement

• Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

Customer engagement

• Conditional group routing as the timeout routing method for preferred agent routing
• Require the WebRTC Media Helper
• Custom music for agent-initiated hold duration
• End interactions automatically when agents logoff
• Improved media handling for outbound message attachments

Data, analytics, and reporting

• Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
• Introducing the Genesys Cloud Analytics Add-on (A3S)
• Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

• Genesys Cloud for Chrome extension update
• Calling party ID in p-asserted identity SIP header
• Yealink headsets support

Self service and automation

• Additional formatting for knowledge workbench v2 articles
• Test digital bot flows in real time
• Intent health in Architect bot flows and digital bot flows

Workforce engagement

• Quality evaluation scores now available as a gamification metric

Deprecations and announcements

• US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
• Arrow Electronics partnership and end of preconfigured edge appliances program
• Deprecation: CX digital agent workspace (digital desktop only)
• Japanese translation of “idle” inconsistency