Genesys Cloud – Features coming soon

Administrators can now use the Display As and Boost Value fields in Dictionary Management to improve the readability and recognition of organization-specific terms in interaction transcripts. For English, Spanish, and French language variants that use Genesys Native Transcription, Genesys Cloud simplifies dictionary maintenance by no longer displaying the Example Phrase field because the newer transcription technology does not use example phrases to recognize and apply dictionary terms. Configured example phrases for these language variants are no longer accessible in Dictionary Management and will be permanently deleted at a later date. Dictionary terms remain unchanged and continue to support transcription. The Dictionary Management interface also adapts to the selected transcription model by displaying only the fields that are required or supported, simplifying dictionary configuration and reducing unnecessary setup.

Administrators can now use dedicated permissions to control access to ACD voicemail recordings. The new Voicemail > ACD Voicemail > Stream and Voicemail > ACD Voicemail > Download permissions allow administrators to control who can stream or download ACD voicemail recordings independently of the existing View and Delete permissions. This update helps improve data security and supports compliance by restricting access to sensitive voicemail recordings.

Genesys Cloud Copilot now supports a utility action classification for AI tools that perform background operations, such as date calculations or capability discovery. Utility actions are excluded from customer-facing analytics dashboards and do not count toward AI token consumption. This feature helps ensure that usage reports reflect only meaningful, customer-facing interactions and provides administrators with a clearer view of Copilot ROI.

Genesys Cloud Copilot now displays structured data, such as users, queues, skills, and roles, using new List and Key-Value Pair Card components instead of plain-text responses. These components support expanding and collapsing content to make information easier to review. This visual enhancement improves readability when Copilot returns structured data and requires no changes to existing workflows or user actions.

Agents can now handle callbacks with attached ACD voicemails directly within the Salesforce UI in CX Cloud from Genesys and Salesforce. Agents can identify when a voicemail is attached to a callback request, listen to the voicemail and review the transcript before responding to the customer. This enhancement provides a more consistent callback experience by making voicemail information available within the agent's existing workflow.

Administrators can now configure which queues stream audio to specific AudioHook integrations. This feature provides greater control over audio routing by allowing administrators to assign queues to individual integrations, helping ensure that sensitive data is sent only to the appropriate endpoints. Additionally, the maximum number of AudioHook integrations per organization has increased from 5 to 20.

Professional Services consultants and technical AVA builders can now view turn-level metadata for Agentic Virtual Agent (AVA) conversations in Utterance History. The metadata includes tool call names and status, knowledge call metadata, data action call metadata, and guardrail outcomes, and is also included in CSV exports. These enhancements help users quickly identify conversation IDs that require further investigation in Execution History or Replay.

Business administrators can now use the enhanced Knowledge Optimizer dashboard to review feedback for Knowledge V2 and Knowledge Fabric content. The dashboard includes article feedback metrics, answer generation feedback for Knowledge Fabric, and enhanced filtering options to help administrators identify knowledge content and generated answers that may require improvement.

Administrators can now view the version history of decision tables and roll back to previous versions. Administrators can also save snapshots of specific decision table versions for future reference, which helps ensure operational stability and traceability during logic updates.