Account management

• People and permissions user interface refresh

Customer engagement

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

Data, analytics, and reporting

• Agentic Virtual Agent turn details in Journey Management

Open platform

• Telephony administrators can now self-enable Japanese language models
• Real-time voice transcription for ServiceNow Unified Experience

Self service and automation

• Knowledge Fabric file browser for uploaded documents
• ElevenLabs voices for Genesys Cloud Generative TTS

Deprecations

• Deprecation: BYOC Cloud TLS Ciphers

Customer engagement

• Agent reservation for customer-first callbacks
• Workitem analytics views: Improved accuracy of Answered metric
• List picker support in Mobile Messenger

Data, analytics, and reporting

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

Employee productivity

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

Open platform

• ServiceNow email metadata capture and auto-answer
• Expanded IANA time zone support

Self service and automation

• Preset conversation hooks for Agentic Virtual Agents
• AVA enhanced knowledge configuration for linking dependent variables
• AI Studio supports preconditions for tool inputs

Workforce engagement

• Add notes to shift trade requests

Customer engagement

• Planned network maintenance for Genesys Cloud Autonomous System Numbers
• BYOC Cloud support for inbound SIP digest authentication
• Facebook engagement metrics in social listening

Data, analytics, and reporting

• Event details panel in Journey Management
• Improved bulk metric exports in Analytics Performance Views

Employee productivity

• Configurable interaction deallocation period for Embeddable Framework
• Test agent checklists during configuration

Open platform

• Object dependency tracking for integrations

Self service and automation

• Configurable stages in case plans

Workforce engagement

• Support for automated evaluation attribution in analytics views
• Increased limit for agent scoring rules per program
• Restore quick filters and date navigation for time-off requests

Deprecations

• Deprecation: Salesforce data action username and password credential type

Customer engagement

• Concurrent call-session org metrics
• External contact favorites
• Enhanced workitem preview
• Requesting Off Queue presence status

Data, analytics, and reporting

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

Employee productivity

• Screen recording support for ChromeOS

Open platform

• CX Cloud auto-answer for interactions
• Inbox enhancements to manage group voicemails
• Agent-first callback handling in Unified Experience from Genesys and ServiceNow
• Support for agent-requested wrap-up for voice calls in Unified Experience

Workforce engagement

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

Deprecations

• Deprecation: Model for agentic virtual agents