Genesys Cloud FedRAMP Region Release notes
| View current and past releases | Genesys Cloud release schedule |
| View Genesys Cloud’s next release | Features coming soon |
| View feature and platform updates and feature retirements | Announcements |
| View the Genesys Cloud developer forum | Genesys Cloud Developer Forum |
| View diagnostic logs | Troubleshoot using the Genesys Cloud Operational Console |
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
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