Genesys Cloud FedRAMP Region – August 17, 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.
Universal Logout for linked clients
Administrators can now enable a Universal Logout setting that synchronizes user-initiated logouts across linked clients. When enabled, logging out of one client automatically logs the user out of all other active clients. This organization-level setting helps provide a more consistent experience across embedded and integrated applications. Universal Logout applies only to user-initiated logouts and does not synchronize inactivity timeouts. This enhancement reduces the need for multiple manual logouts and improves session consistency across linked clients.
Reprocess interactions with updated topics on demand through UI
Administrators and analysts can now reprocess historical interactions through the user interface to apply new or updated topics. This enhancement enables users to update topic information and retroactively identify these topics in past interactions, helping to improve insights and reporting accuracy without requiring technical API knowledge.
Reprocess historical interactions with speech and text analytics
Administrators and analysts can now reprocess historical interactions to update topic information when new topics are created or existing topics are modified. This feature enables identification of updated topics in past interactions using APIs, helping to ensure that analytics reflect the most current topic definitions.
Accessibility improvements in script editor
Administrators can now use updated tools with the script editor to create more accessible scripts. These enhancements modernize the script editor UI and improve usability for all users, helping to ensure a more inclusive experience when building and managing scripts.
Third-party application responses in Genesys Agent Copilot
Genesys Agent Copilot can now integrate with third-party applications to execute actions and display external responses directly in the Agent Copilot panel. Agent Copilot can trigger actions in external systems and receive the results through the Notifications API. Agents can view third-party responses with formatted text, titles, and source links, and can copy the content directly into conversations when needed.
Filters and metrics in the Agent Copilot Performance dashboard
Supervisors can now filter the Agent Copilot Performance dashboard by Copilot or queue. This update allows supervisors to focus on specific Copilots or groups of interactions. Supervisors can also view new metrics, including answer generation metrics and After Call Work summary generation time. These metrics provide additional insight into Copilot usage and the time required to generate summaries.
Associate mobile voice experience enhancements
Administrators can now enable several enhancements to the Associate mobile voice experience that improve call visibility, queue workflows, and reliability. Users can view the final queue or group that handled a call, see external contact names for active calls and call history, access voicemail transcripts, place outbound calls on behalf of a queue, transfer active calls to queues, and see when another group member answers a group ring call. These enhancements also include automatic WebRTC station re-association during login to help provide reliable call delivery.
Enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice
Genesys Cloud now supports enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice, giving agents and users more flexibility when managing consultations and conference calls. With this enhancement, users can now privately consult with another participant before adding them to a multiparty call. In addition, any agent participating in the call can add users to the conference, not only the agent who initiated the call. This update also enables users who are not using Salesforce Voice to participate in conference calls and allows conference calls initiated outside of Salesforce Voice to include Salesforce Voice agents.
Agentic Virtual Agents deterministic conditioning for tool output values
Agentic Virtual Agents authors can now define programmatic post-conditions for tool output values in Agentic Virtual Agents. By mapping specific tool outcomes to natural language instructions, authors can create more reliable responses for complex business processes without relying solely on prompt-based instructions.
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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