List of the Genesys Cloud FedRAMP Region release notes published in September 2026.
Customer engagement
- External contact favorites
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
Workforce engagement
- Flexible meal and break times for agents
- Update unavailable times on behalf of an agent
Deprecations
- Deprecation: Model for agentic virtual agents
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Customer engagement
- Apple Messages for Business invitations
- Custom attributes in workitem list columns
- Deterministic auto-merge for duplicate contacts
Data, analytics, and reporting
- Performance views data table now supports resizing, horizontal scrolling, and accessibility improvements
Open platform
- Genesys Enhanced TTS now includes Amazon Polly Neural voices
Workforce engagement
- Agent adherence adjustments
- Time-off management UI updates
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Customer engagement
- AI-powered outbound campaign summarization and diagnostics
- Contact list and record retention
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Data, analytics, and reporting
- Enhanced dictionary management for Genesys Cloud native transcription
Employee productivity
- Granular ACD voicemail permissions
Open platform
- ACD voicemail routing for CX Cloud from Genesys and Salesforce
- Granular configuration for AudioHook streams
- Support for CCX firmware version 9.3
- Genesys TTS Connector for third-party TTS engines
Self service and automation
- Enhanced AVA utterance history with turn-level triage metadata
- Knowledge optimizer dashboard enhancements
- Decision table version history and rollback
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