Genesys Cloud FedRAMP Region – August 10, 2026
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Participant names and avatars in Mobile Messenger
Administrators can now configure participant names and avatars for agents and bots in Mobile Messenger. This feature helps customers clearly identify whether they are interacting with an agent or a bot, providing a more consistent and transparent messaging experience. If names or avatars are not configured, Mobile Messenger displays initials or default icons.
ACD skill expression performance view and interaction columns
Administrators can now use the new ACD Skill Expression Performance view to analyze ACD skill expression performance. This release also adds the following columns to existing interaction views:
- Most recent skill expression applied to an interaction.
- Number of agents that matched the most recent skill expression.
- Number of times the skill expression changed during an interaction waiting in the queue.
Live screen monitoring for agent supervision
Supervisors can now monitor an agent's desktop in real time while the agent handles ACD interactions. Screen monitoring can be used alongside voice and digital monitoring, providing additional context about agent activity during customer interactions. This feature supports multi-monitor environments and requires Genesys Cloud Background Assistant (GCBA) version 1.7.468 or later.
System-detected historical forecast outliers
Administrators and workforce planners can now view system-detected historical outliers in forecast charts, tables, and the Outlier table. This feature displays both actual and normalized values, providing greater visibility into how historical data is prepared for forecasting and helping users better understand forecast inputs.
AI scoring support for Genesys Cloud CX2 with AI tokens
Administrators can now enable AI scoring in Genesys Cloud CX2 environments that include the Speech and Text Analytics (STA) Add-on and AI tokens. This update allows organizations to use AI scoring models, such as sentiment, compliance, and soft skills, to automatically evaluate contact center interactions without requiring a Genesys Cloud CX3 license.
Note:
- Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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