Genesys Cloud FedRAMP Region – Workforce engagement category

List of the Genesys Cloud FedRAMP Region release notes that include Workforce engagement updates.

Genesys Cloud FedRAMP region – August 10, 2026Click to collapse

Customer engagement

Participant names and avatars in Mobile Messenger
ACD skill expression performance view and interaction columns

Workforce engagement

Live screen monitoring for agent supervision
System-detected historical forecast outliers
AI scoring support for Genesys Cloud CX2 with AI tokens

View details

Genesys Cloud FedRAMP region – August 3, 2026Click to expand

Account management

Simplified permissions view with updated Select All controls

Customer engagement

Social media follower count and verified status

Data, analytics, and reporting

Improved accuracy and reliability of date-time picker

Self service and automation

Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode

Workforce engagement

Customizable activity code colors
Enhanced screen recording playback

View details

Genesys Cloud FedRAMP region – July 27, 2026Click to expand

Account management

Add login hint to OAuth client URLs
Assign divisions to ACD skills

Customer engagement

Detect and mask explicit images in social listening posts

Data, analytics, and reporting

Expanded External Contacts export support
Journey Management data export for BI tools

Open platform

Multiple concurrent Genesys applications per user
Data Actions support for Google Cloud Run Functions (v2)

Self service and automation

Customize virtual agent interaction summaries

Workforce engagement

Import decision metrics for workforce management
Time-based filtering for opportunities and enrollments

Deprecations

Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1

View details

Genesys Cloud FedRAMP region – July 6, 2026Click to expand

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)

View details

Genesys Cloud FedRAMP region – June 29, 2026Click to expand

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

View details

Genesys Cloud FedRAMP region – June 22, 2026Click to expand

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

View details

Genesys Cloud FedRAMP region – June 15, 2026Click to expand

Account management

Configure inactivity timeout redirect behavior for SSO
Restrict OAuth client credential grants by IP address range

Customer engagement

Organization-level agent evaluation rate limiting for routing assignments

Data, analytics, and reporting

Journey Management charts support for numeric attributes
Semantic topic spotting for topic configuration
Broaden Journey Management perspective with external data source API

Employee productivity

Update user menu in the new Genesys Cloud navigation
Exact match in Agent Copilot checklists
Agents can view and complete multiple Agent Copilot checklists during an interaction

Workforce engagement

Increase the granularity of time off limits to 15 minutes, by agent
Expanded employee inclusion rules for activity plans
Editable activity plans for greater flexibility

View details

Genesys Cloud FedRAMP region – June 8, 2026Click to expand

Customer engagement

Rate limiting for agent evaluations during best-skills routing

Employee productivity

Intraday metrics and simultaneous media type views on Insights mobile app
Blocked days and manual approval days in Tempo time-off requests

Open platform

Genesys Cloud Voice supports international dialing prefix restrictions
OAuth client credentials support for Salesforce data actions

Workforce engagement

Sync manual schedule edits with Activity Plan occurrences
Schedule Set bidding
Increased maximum work plan activity time from shift end

View details

Genesys Cloud FedRAMP region – June 1, 2026Click to expand

Customer engagement

Caller ID inheritance for agent-created customer first callbacks
Drill down from workitem dashboards to underlying workitems and agents

Data, analytics, and reporting

Digital channel performance insights in Channel Insights dashboard
Import Architect flows into Journey Management

Employee productivity

Genesys Agent Copilot and Virtual Agent, and knowledge Filipino, Malay, Hebrew, and Greek language support

Self service and automation

Decision tables now support import and export functionality
List and validate uploaded documents with the knowledge fabric API

Workforce engagement

View volume and AHT forecasts in capacity plans
Time off request filtering, sorting, and sequential approval
Expanded answer options for AI scoring questions

Deprecations

Deprecation: Any future permissions no longer included when selecting all permissions in a domain

View details

Genesys Cloud FedRAMP region – May 25, 2026Click to expand

Customer engagement

Support for ACD skill expression filters
Access to email header fields
Expanded free-text response limit for web and voice surveys
Message flows for public and private social messages

Data, analytics, and reporting

Email alerts now include queue and agent names

Employee productivity

Summaries for long interactions in Agent Copilot
Control download access for voicemail recordings
Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients

Open platform

Multiple concurrent Genesys applications per user

Self service and automation

Guides support richer variable types and internal scoped variables

Self Service and Automation

Connection management for knowledge fabric

Workforce Engagement

User Home workspace in Genesys Cloud Home
Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account

Workforce engagement

Agent Activity widgets available in Home
Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations

Deprecations

Deprecation: Token Implicit Grant for OAuth clients
Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs

View details

Genesys Cloud FedRAMP region – May 18, 2026Click to expand

Account management

Group-based inactivity timeout

Customer engagement

Support for multiple from email addresses per queue
Warm invite participants to an ACD conference
Operational Console support for Twitter/X integration monitoring
Caseplan builder for Case Management

Open platform

Dedicated IAM role for BYOT Amazon Polly integration

Self service and automation

Voice processing prompts in bot flows
View selected folders in knowledge fabric connected sources

Workforce engagement

On-queue opportunities for workforce management

View details

Genesys Cloud FedRAMP region – May 11, 2026Click to expand

Genesys Cloud FedRAMP region – May 4, 2026Click to expand

Customer engagement

DMARC monitoring for custom email domains
Contactable time sets for outbound WhatsApp campaigns

Data, analytics, and reporting

AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish

Employee productivity

Queue-based outbound calling in Communicate mobile app
Allow for opting in to the latest model for Agent Copilot summary generation
Control download access for voicemail recordings

Self service and automation

Increasing limits for social data ingestion and escalation
Genesys native speech-to-text available as a bot transcription engine
Bot users can skip a question when they don’t know the answer
Generate guides from agent conversation transcripts

Deprecations

Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement

View details

Genesys Cloud FedRAMP region – April 20, 2026Click to expand

Customer engagement

Web messaging – configurable guest session duration

Data, analytics, and reporting

Async aggregate API endpoint
STA and WEM add-on licensing now based on permissions

Open platform

Hindi language support

Self service and automation

Create scheduled triggers to automate workflows

Workforce engagement

Agreement score visibility in evaluation form editor
Increased planning group and staffing group limits in capacity planning
Work team as a permission condition in recording access control
Permission conditions for screen recording access control

View details

Genesys Cloud FedRAMP region – April 13, 2026Click to expand

Account management

New permissions for managing phone associations

Customer engagement

Agent ownership support for customer first callbacks

Data, analytics, and reporting

Improved accessibility and usability for analytics performance views date picker
Add dictionary terms to EVTS – Transcribe

Employee productivity

Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Configure retention period for Genesys Agent Copilot summaries
Genesys Agent Copilot expansion to social and digital messaging channels

Open platform

Embedded Framework supports Group Name attribute for group ring calls
Poly/HP ROVE Series managed phones available in Genesys Cloud

Workforce engagement

Running Genesys Cloud Background Assistant (GCBA) with Windows service account

View details

Genesys Cloud FedRAMP region – March 30, 2026Click to expand

Customer engagement

Use workitem expiry date as an automation milestone in Work Automation
Contact Management UI enhancements
Precise Dialing mode (Progressive mode with agent reservation)
Single customer view: Customer journey support for cases, tasks, and workitems
New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

Journey Management improves support for ad-hoc journey analysis
Improved identity resolution for Genesys Cloud web event and mobile app event tracking

Employee productivity

Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Workforce engagement

15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
Snippet recording for ACD calls

View details

Genesys Cloud FedRAMP region – March 16, 2026Click to expand

Customer engagement

WhatsApp support for interactive rich link messages
Public availability of the workitems Query Sync API

Data, analytics, and reporting

Use AI to generate topic phrases
Introducing Content Exploration view
Charts user experience enhancements
Add program filter to phrase testing in Topic Editor
Topic miner support for Danish, Finnish, Norwegian and Swedish
API-based dictionary management for EVTS with AWS Transcribe

Employee productivity

Add standalone phones to groups for group ring
Genesys Summarization Connector for Agent Copilot interaction summaries

Self service and automation

Support for custom ASR dictionaries in bot flows

Workforce engagement

Generate schedules using minimum coverage
API to export continuous forecast data for external use

View details

Genesys Cloud FedRAMP region – March 2, 2026Click to expand

Account management

Improved Operational Console user interface

Data, analytics, and reporting

New PATCH API endpoint for external contacts

Employee productivity

Secure pause available on all call types, not just ACD calls
Pin messages in Collaborate chat for quick reference on mobile

Self service and automation

API endpoints for uploading knowledge files using custom integrations
Decision rules priority setting

Workforce engagement

Average alert time metric for Gamification Profiles
View evaluation scores in the interaction detail quality summary

Deprecations and announcements

Deprecation: Token Implicit Grant for OAuth clients

View details

Genesys Cloud FedRAMP region – February 23, 2026Click to expand

Contact Center

Upcoming end of native support for select Google and Microsoft TTS voices

Customer engagement

Attempt control enhancements
Native Architect action for customer intent retrieval
Improved Global Media Fabric responsiveness with regional caching of Architect prompts
Enhanced outbound WhatsApp messaging performance

Data, analytics, and reporting

Architect journey flows data limit visibility and guidance improvements
Genesys Cloud conversation attribute API support
Analytics Aggregate API Top N sorting
Journey management insights with survey events and virtual agent filters
Introducing Channel Insights dashboard
Improved native voice transcription accuracy for Spanish dialects
Improved native voice transcription accuracy for specific English dialects

Employee productivity

Configure combined voice utilization for ACD and non-ACD calls
Inbound ACD voice call support on Communicate mobile app
Manage user presence in the Communicate mobile app

Workforce engagement

Monthly view for capacity planning results

View details

Genesys Cloud FedRAMP region – February 9, 2026Click to expand

Account management

API for custom user attributes in user profiles
Support for data filtering rules in outbound digital channels

Customer engagement

Support for authenticated web messaging in single customer view
Inbound WhatsApp business calling

Employee productivity

Agent Copilot knowledge configuration support

Open platform

Greater outbound performance and platform enhancements for BYOC Cloud

Self service and automation

Introducing Knowledge Fabric

Workforce engagement

Granular access control for gamification using reporting hierarchy

Deprecations

Deprecation: Administrator login using only user name and password

View details

Genesys Cloud FedRAMP region – February 2, 2026Click to expand

Customer engagement

Attempt control enhancements
Automatically end preview interactions after wrap-up

Employee productivity

Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
Queue ID attribute for embeddable framework click-to-dial

Open platform

Locale-based date and time display

Workforce engagement

Automated agent scoring in speech and text analytics programs

Deprecations

Deprecation: agent assistance

View details

Genesys Cloud FedRAMP region – January 26, 2026Click to expand

Open Platform

Updated regional feature deployment schedule now in effect

Account management

AuthorizedClientIDs SAML attribute for SSO integrations
Set default multi-factor authentication (MFA) device for multi-device users

Customer engagement

Support for keyboard type in Apple Messages for Business forms
Post-flow action in Architect message flows
Customer intent taxonomy and agent visibility
Automatically establish a persistent connection when an agent goes on-queue
WebRTC idle media timeout

Employee productivity

Genesys Tempo cross-week shift trading
Accessibility improvements for conversation initiation
Agent Copilot queue filters

Open platform

WebRTC phone upgrade opt-in setting
Seamless reconnections in AudioHook Monitor integrations

Workforce engagement

Workforce management main forecast table view
Real-time agreement rates in evaluation forms

View details

Genesys Cloud FedRAMP region – January 19, 2026Click to expand

Account management

Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
BYOC Premises Edge devices in Edges list view

Customer engagement

Social direct messages, social post injections, and social post responses allowance increase per AI token
Create rules based on workitem creation date
Generate web survey links on demand with an API

Employee productivity

Domain allow list for emails
Summaries for consult transfers for Agent Copilot

Workforce engagement

API to List Past Recognitions
Reply-To field in email transcripts
Long-term forecast and schedule generation up to 104 weeks
Granular evaluation metrics in the Evaluation Aggregate API

View details

Genesys Cloud FedRAMP region – January 12, 2026Click to expand

Open Platform

Updated regional feature deployment schedule now in effect

Customer engagement

Outbound limit alerts for voice campaigns in the Operations Console
Set post-call actions for voice calls using public APIs

Employee productivity

Conditional access policy support for Microsoft Entra ID
Send group voicemail notifications to the group email address

Workforce engagement

Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration

View details

Genesys Cloud FedRAMP region – December 8, 2025Click to expand

Open platform

Update to regional feature deployment schedule effective January 2026

Customer engagement

Messenger support for list picker
Agent greetings for ACD voice
No-cost digital user tracking
Improved Messenger web tracking configuration
Enhanced social media escalation to the agent desktop

Data, analytics, and reporting

Set transcription dialects at the queue level for voice interactions
Analytics agent status API routing status and presence data sort and filter

Employee productivity

Answer incoming conversations directly from notifications
Agent Copilot trigger events subscription
Custom prompts in advanced summary configurations
Agent-to-agent consult and warm transfer for messaging interactions

Workforce engagement

Workforce management unavailable times flexible scheduling
Updated built-in learning modules reflecting new navigation
Increase the daily automated evaluation limit
Manage agent auto-evaluation scoring rules through public APIs
Dynamic user grouping with user management rules
Workforce management business units increased route path capacity
Improved workforce management scheduling constraints

Deprecations

Deprecation: Genesys Cloud SSO certificate expiry

View details

Genesys Cloud FedRAMP region – November 17, 2025Click to expand

Employee productivity

Streamlined navigation and information architecture update
Live character counter for ACW notes
Internationalized date formats in Genesys Tempo

Customer engagement

Control agent transfer capabilities via permissions
Inactivity handling for messaging interactions

Data, analytics, and reporting

Topic miner support for Arabic dialects
Topic miner support for Hindi dialect

Workforce engagement

Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
Adherence widget available in the Activity view
Automatic submission of completed AI evaluations

Deprecations

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Deprecations and announcements

Deprecation: Administrator login using only user name and password

View details

Genesys Cloud FedRAMP region – October 27, 2025Click to expand

Genesys Cloud FedRAMP region – October 20, 2025Click to expand

Employee productivity

Streamlined navigation and information architecture update
Improved scripting accessibility tools

Customer engagement

Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

Analyze segment and web outcome events in Journey Management
Administrators can now search content from HTML emails

Self service and automation

Preview guides for virtual agents in AI Studio
Configure virtual agents to generate answers from multiple sources

Workforce engagement

Workforce management block scheduling
Adherence and activity code mapping enhancements

View details

Genesys Cloud FedRAMP region – October 6, 2025Click to expand

Genesys Cloud FedRAMP region – September 29, 2025Click to expand

Employee productivity

Streamlined Navigation and Information Architecture Update

Customer engagement

Set time- and duration-based conditions in campaign rules
Use custom SMTP servers for email campaigns and agentless email
Idle agent count for conditional group activation or deactivation
Expired callback queue reassignment

Data, analytics, and reporting

Topic miner Korean and Japanese language support

Self service and automation

Transcription and storage of caller’s final voice input
Content-based search for knowledge base articles in Norwegian, Danish and Finnish
Swiss German language support in Architect

Workforce engagement

Enhancements to visual components in the interaction details page

View details

Genesys Cloud FedRAMP region – September 22, 2025Click to expand

Employee productivity

New unified navigation experience coming to Genesys Cloud
Summary engagement insights on the Agent Copilot dashboard

Account management

Manage user hire dates with SCIM APIs
Refreshed integrations management interface

Customer engagement

Configure up to 100 OpenID integrations for authenticated web messaging
Voice note support for WhatsApp conversations
Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

Enhanced longest waiting and longest interacting metrics
Duplicate an event card in Journey Management
Review transcripts faster in interaction details

Open platform

Updated Genesys Cloud desktop app icons

Workforce engagement

Default answers for evaluation forms

View details

Genesys Cloud FedRAMP region – September 8, 2025Click to expand

Customer engagement

Access audit events for external contacts via audit API
Outbound dialing additional rule conditions system disposition codes
File attachment support via URL for Architect digital bot flows

Data, analytics, and reporting

Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
Journey management Knowledge and Virtual Agent events

Workforce engagement

Workforce Management (WFM) support for ACD routed workitems

View details

Genesys Cloud FedRAMP region – September 1, 2025Click to expand

Customer engagement

Append outbound campaign performance statistics to the Campaign Performance view
Authenticated session duration for secure mobile sign-ins
Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

Category aggregate data in analytics metrics
Trigger process automation based on topics, sentiment, or empathy

Employee productivity

Links to Genesys Cloud group chat room video sessions

Workforce engagement

Configure GCBA with Microsoft Edge native messaging

Deprecations

Deprecation: agent assistance

View details

Genesys Cloud FedRAMP region – August 25, 2025Click to expand

Employee productivity

Multi contextual panels
Call history enhancements for group calls

Customer engagement

Improved keyword precision for SMS
Support for mobile push notifications for unread message alerts
Assign segments to external contacts for up to 30 Days
Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support

Data, analytics, and reporting

Interaction category creation support for Korean and Japanese languages
Programs, topics, and phrases support for Korean and Japanese languages

Open platform

Configure alerts for Operational Console events

Self service and automation

Knowledge bases with content search available in Architect bot flows and digital bot flows

Workforce engagement

Schedule coaching and learning sessions with greater flexibility

View details

Genesys Cloud FedRAMP region – August 18, 2025Click to expand

Employee productivity

Multi contextual panels
Segment filtering suppression on knowledge articles for Agent Copilot
Improved Collaborate chat read and unread message sync

Customer engagement

Increased DTMF input limit in Architect flows
Outbound division-aware campaign schedules
WhatsApp outbound campaigns pre- and post-contact triggers
Outbound power and predictive campaigns sort by priority in skills-based dialing

Data, analytics, and reporting

Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

Workforce management shift trades external activities support
AI scoring for evaluations

View details

Genesys Cloud FedRAMP region – July 28, 2025Click to expand

Employee productivity

Multi contextual panels
Enable focus mode for agent apps
Improved Collaborate chat read and unread message sync
Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian

Customer engagement

Access and promote external contacts directly in Architect
Internal article linking within the knowledge base

Data, analytics, and reporting

Search transcript content up to 90 days back
Improved native voice transcription readability for Portuguese
Exclude existing topics and phrases from topic mining
Manage expiring and expired exports in the scheduled exports view
Recover deleted dashboards from summary and owner pages

Self service and automation

Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
Virtual Agent performance dashboard
New metrics for Architect bot and digital bot flows in the Optimization dashboard

Workforce engagement

Set limits on shift types and weekend work in schedules

View details

Genesys Cloud FedRAMP region – July 21, 2025Click to expand

Employee productivity

Multi contextual panels

Customer engagement

Configurable outbound routes now available for customer first callbacks

Self service and automation

Knowledge workbench V2 accessibility improvements
Enhanced AI-powered slots for virtual agents

Workforce engagement

Unlimited archived recording restorations

Deprecations

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

View details

Genesys Cloud FedRAMP region – July 7, 2025Click to expand

Employee productivity

Multi contextual panels
Call forwarding enhancements with group search functionality

Account management

Audit SAML authentications
Increased SSO integrations allowance per identity provider

Customer engagement

Enable or disable Last Agent Routing for digital conversations
Messenger individual application provisioning and configuration redesign
Introducing Genesys Cloud Social
Genesys Cloud Open Messaging supports custom social network connectors
Genesys Cloud Social support for Instagram
WhatsApp’s per message pricing update

Workforce engagement

Policy-based station-side call recording
Evaluation data access via consolidated reporting views
Extended workforce management time-off submission window and management unit fixed date settings
Workforce management capacity planning

Deprecations

Deprecation: Removal of Webhooks integration for chat notification

View details

Genesys Cloud FedRAMP region – June 30, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

Enhanced Groups Profile configuration

Customer engagement

Enhance predictive routing accuracy with participant data
Sort contacts by priority in skills-based dialing for progressive campaigns
Sort contacts by priority for skills-based dialing in Preview campaigns
Workitems List view filter enhancements

Data, analytics, and reporting

Improved readability of native voice transcription in Spanish language transcripts

Open platform

New Genesys Cloud Voice phone number inventory report

Self service and automation

Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Genesys Cloud Virtual Agent language support for Italian
Introducing Guides in AI Studio

View details

Genesys Cloud FedRAMP region – June 23, 2025Click to expand

Employee productivity

Multi contextual panels
Agent Copilot summary API metrics and edited summaries
Fax interface update

Customer engagement

Retention of library selection in the Canned Responses Admin page
Updated pricing for social direct messages, SMS, and agentless outbound email
Enhanced email administration user interface
Configurable X integration sizes and new entry size
Send and receive media through X (formerly Twitter) channel
Genesys Cloud for X (Twitter) Direct Messaging integration

Data, analytics, and reporting

AI Insights at a glance
New digital response time and engagement metrics
On demand voice and digital transcript translation

Workforce engagement

Multiple answer selection in evaluation form questions

Deprecations

Deprecation: Workforce management historical data delete job API endpoints

View details

Genesys Cloud FedRAMP region – June 9, 2025Click to expand

Employee productivity

Multi contextual panels
Introducing Genesys Agent Copilot
New email send permissions control

Customer engagement

Time-based conditions in call rule sets

Data, analytics, and reporting

Program and Detected Category filters and columns in Content Search view

Open platform

Script selection from in the Workitem Panel in Panel Manager

Self service and automation

Introducing Genesys Cloud Virtual Agent

Workforce engagement

Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning
Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

Genesys Cloud FedRAMP region – June 2, 2025Click to expand

Genesys Cloud FedRAMP region – May 19, 2025Click to expand

Employee productivity

Multi contextual panels

Customer engagement

Quick replies, cards, and carousels for open messaging

Data, analytics, and reporting

Track and manage billing for Supervisor Copilot AI features
Improved event list organization for enhanced journey building
Event card editing and visualization in journey canvas

Self service and automation

Enhanced recognition failure handling in Architect digital bot flows
BYOC Cloud TLS X.509 certificates

Workforce engagement

Shift trades across weeks within schedule to improve agent flexibility
Find Agent Search field in gamification profiles

View details

Genesys Cloud FedRAMP region – May 5, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

Automatic role assignment for reactivated users

Customer engagement

Email administration user interface enhancements
Retry configuration for unsuccessful customer first callbacks

Self service and automation

Content-based search for non-English knowledge base articles
Architect help panel

Workforce engagement

Enable audio selection with screen recordings in playback

View details

Genesys Cloud FedRAMP region – April 28, 2025Click to expand

Employee productivity

Multi contextual panels

Customer engagement

Web messaging French Canada, Greek, and Hindi support
Outbound dialing campaign health indicator

Data, analytics, and reporting

Improved voice offered metrics for customer first callbacks

Workforce engagement

Updated Genesys Cloud built-in learning modules
Improved workforce management deferred workload prediction algorithm

Deprecations

Deprecation: Workforce management historical data delete job API endpoints

View details

Genesys Cloud FedRAMP region – April 7, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

Division assignment for external contacts and external organizations

Customer engagement

Next Contact Avoidance (NCA) in predictive routing

Data, analytics, and reporting

Save static interaction lists in Content Search
Dedicated API endpoints for schema metadata retrieval

Open platform

Configurable timeout for data actions

Workforce engagement

Enable audio selection with screen recordings in playback

View details

Genesys Cloud FedRAMP region – March 31, 2025Click to expand

Employee productivity

Multi contextual panels
Conversation details for agents
Prevent agents from staying on queue without a selected station

Account management

Attribute-based access control

Customer engagement

Introducing outbound WhatsApp campaigns support

Data, analytics, and reporting

Analytics agent activity API filter and sort agents based on conversation activity
Agent Timeline Detail view
Retrieve Estimated Wait Time (EWT) by label
Interactive charts for journey analysis
Filter customer journey data using numbers
Journey Management date range configuration
Improved attribute lists view for Journey Management events
Journey Management filter and display options
Insert a new event between two existing events in Journey Management
Complex journeys persist in post calculation sequenced path order on Journey Management

Workforce engagement

Add or remove individuals from automatic development and feedback modules assignment
Gamification Contests

Self service and automation

Query jobs API typeId as a primary filter and increased filter limits

Deprecations

Deprecation: Amazon Lex V1 bot integration

View details

Genesys Cloud FedRAMP region – March 24, 2025Click to expand

Employee productivity

Multi contextual panels
Improved accessibility in Tempo
View possible shifts in the Genesys Tempo mobile app
Notes panel improvements
Wrap Up panel usability improvements

Data, analytics, and reporting

Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts
AI-generated interaction transcript summaries
English voice transcript sensitive data masking improvements

Workforce engagement

Daily value configuration in service goal templates

Deprecation

Deprecation: BYOC Cloud TLS Ciphers:

View details

Genesys Cloud FedRAMP region – March 10, 2025Click to expand

Genesys Cloud FedRAMP region – March 3, 2025Click to expand

Employee productivity

Multi contextual panels
Notes panel improvements
Wrap Up panel usability improvements

Customer engagement

Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Open platform

Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

Trigger process automation from Coaching or Learning state changes

View details

Genesys Cloud FedRAMP region – February 24, 2025Click to expand

Employee productivity

Multi contextual panels

Account management

User settings page displays the last login date and time
Identify unused roles and permissions in the Admin UI

Data, analytics, and reporting

Journey management with Funnel analysis
Purchase Speech and Text Analytics as a standalone product
Turn customer sentiment analysis on or off

Open platform

Division-aware permissions and APIs for external contacts

Workforce engagement

Increase screen recording duration for after-call work
Set scheduling constraints for calendar months
Recording bulk action API improvement for aged recording management

View details

Genesys Cloud FedRAMP region – February 10, 2025Click to expand

Account management

CX as Code support for Architect flows

Customer engagement

Add media to an Outbound SMS campaign
Set SMS Phone Number action type added to digital rules for outbound digital campaigns
Auto answer for voice interactions on queue settings
Auto answer for digital interactions

Data, analytics, and reporting

Filter and search conversations by acoustic metrics and wrap-up codes

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

Reminders for agents about their next scheduled activity

View details

Genesys Cloud FedRAMP region – February 3, 2025Click to expand

Customer engagement

Regex custom data filtering to protect sensitive information for co-browse
Configure max calls per agent with decimal precision
Recurring outbound campaign schedules
Script support for workitems

Account management

Customize inactivity timeout settings

Data, analytics, and reporting

Topic miner Swiss German language support
Configure performance dashboard widgets with work team and reports-to filters

Employee productivity

Enhanced email input fields

Self service and automation

Portuguese language support in Architect

Workforce engagement

Workforce management historical data import improvement
Assign coaching without workforce management scheduling
Workforce management activity codes for coaching and learning

View details

Genesys Cloud FedRAMP region – January 27, 2025Click to expand

Account management

Custom inbound data filtering rules for digital channels
Login banner added to Genesys Cloud login screen

Customer engagement

External contacts profile panel refresh
Interactive WhatsApp templates with images and dynamic call-to-action buttons

Self service and automation

Content based search for knowledge articles

Workforce engagement

Automate and streamline workforce management time-off requests for published schedules

Deprecations and announcements

Deprecation: Legacy ACD web chat (version 1)
Deprecation: Legacy co-browse and screenshare

View details

Genesys Cloud FedRAMP region – January 20, 2025Click to expand

Customer engagement

Preserve routing information for callbacks and voicemails
Define rule conditions based on workitem dates
Updated agent canned responses panel
Bulk workitem addition via API

Data, analytics, and reporting

Edit and rerun scheduled exports
Share dashboards with work teams and individuals
Agent performance reports for inactive and deleted users
Improved native voice transcription accuracy for French
Normalization of Digits in German for Low Latency transcription.

Employee productivity

Enable emoji reactions in Collaborate chat including desktop users

Open platform

Division-aware permissions and APIs for external contacts

Workforce engagement

Improved search and filters for screen recorded interactions

View details

Genesys Cloud FedRAMP region – January 13, 2025Click to expand

Genesys Cloud FedRAMP region – December 16, 2024Click to expand

Genesys Cloud FedRAMP region – December 9, 2024Click to expand

Account management

Control scripts access based on division membership

Customer engagement

Outbound WhatsApp message on behalf of a queue

Data, analytics, and reporting

Native voice transcription support for Swiss German
Improved native voice transcription accuracy for Spanish

Employee productivity

View time-off balances from an external HR system on Genesys Tempo

Open platform

Supporting links for operational event details

Self service and automation

Track and optimize flow size with enhanced insights

Workforce engagement

Improved workforce management schedule editor agent filter and sort
Workforce management weekly staffing requirements with ABM forecasts
Improved deferred workload prediction algorithm

Deprecations and announcements

Deprecation: Legacy alerting system

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

View details

Genesys Cloud FedRAMP region – November 18, 2024Click to expand

Customer engagement

Quick replies, cards, and carousels for open messaging
Third-party Facebook, Instagram, and WhatsApp messaging
Automatically pause co-browse session for specific pages
Real-time WhatsApp message status tracking
External Contacts external ID support
Workitems List View filter and sort support

Data, analytics, and reporting

Enhanced bulk import for external contacts

Workforce engagement

GCBA proxy server support
Enhanced date format display for workforce management agents

View details

Genesys Cloud FedRAMP region – October 28, 2024Click to expand

Account management

Simplified customer firewall requirements

Customer engagement

Active callback columns for performance views

Data, analytics, and reporting

Journey flows tab in Architect for outbound call, inbound email and message flows
Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

Multi contextual panels

Open platform

Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

Drag and drop in Architect builders

Workforce engagement

Workforce management read-only continuous forecasting

View details

Genesys Cloud FedRAMP region – October 14, 2024Click to expand

Account management

Telephone resource limits in Admin UI

Customer engagement

Rule conditions and advanced capabilities for campaign rules
Identifier claim management for external contacts
Park email interactions

Employee productivity

Supervisor access to voicemail metrics

Workforce engagement

Interval level performance metrics alignment for Intraday Monitoring and Schedule editor views
Manually assign work plans with future effective dates

View details

Genesys Cloud FedRAMP region – October 7, 2024Click to expand

Account management

Improved Genesys Cloud storage cost calculator

Customer engagement

Metrics for improved workitem volume forecasting
IMAP integration for inbound email

Data, analytics, and reporting

Content Search lookback for words and phrases extended to 60 days
Flow insights overlay for flow performance analysis

Employee productivity

Disable WebRTC audio and alert notifications in the embedded client
Suppress profile notifications
Preferred device profiles

Self service and automation

Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

Enhanced agent and supervisor activity overview screen
Workforce management notifications for process automation triggers
Workforce management Business Unit/Management Unit and Time Zone placement in views

View details

Genesys Cloud FedRAMP region – September 16, 2024Click to expand

Customer engagement

Genesys Cloud CIDR expansion and firewall requirements completion
Messenger session persistence
Workitem query and filter improvements
Enhanced workitems list view with column picker and advanced filtering
Direct access to interaction details from the Customer Journey tab

Data, analytics, and reporting

Agent Assist Performance, Predictive Routing Queue Detail, and Digital Insights dashboard improvements
Real time data update indicators in analytics views
View acoustic data in topic trends, and agent, queue, flow topic views

Employee productivity

Enhanced control over agent assistance access

Workforce engagement

Workforce management per minute scheduling granularity

Deprecations

Deprecation: Legacy alerting system

View details

Genesys Cloud FedRAMP region – September 2, 2024Click to expand

Account management

Counted limits monitoring and alerts
WebRTC Media Helper enabled by default with allowed IP addresses feature

Customer engagement

Prerequisites in expandable section of Resource Center articles
Interaction routing based on predictive scores
Genesys Cloud CIDR expansion and firewall requirements

Data, analytics, and reporting

Dashboard Owners page
Increase quality management topic limit to 5000 on request

Open platform

API for platform limit event alert

Workforce engagement

Screen recording playback UI modernization
Improved customer sentiment and agent empathy analysis for English dialects

View details

Genesys Cloud FedRAMP region – August 12, 2024Click to expand

Genesys Cloud FedRAMP region – July 29, 2024Click to expand

Genesys Cloud FedRAMP region – July 22, 2024Click to expand

Account management

Hourly interacting users billing option

Customer engagement

Highlight markdown support in web messaging

Data, analytics, and reporting

Introducing Architect Journey Flows for bot and digital bot flows
Introducing Architect Journey Flows for inbound and secure call flows
Improved native voice transcription accuracy for Portuguese

Self service and automation

Select multiple segments in knowledge article variations
Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
Introducing Architect Replay Mode
Advanced Architect execution data capabilities for all flows

Workforce engagement

Improved navigation between published schedules in the workforce management schedule editor

View details

Genesys Cloud FedRAMP region – July 15, 2024Click to expand

Customer engagement

Introducing the Queue routing performance view
Web tracking API public endpoint

Data, analytics, and reporting

Improved native voice transcription accuracy for Arabic dialects

Workforce engagement

Enhanced employee recognition for improved engagement
Workforce Engagement Management (WEM) activity view in external web environments

Deprecations

Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

Genesys Cloud FedRAMP region – July 8, 2024Click to expand

Data, analytics, and reporting

Real-time alerting based on agent’s after call work duration
Real-time alerting for waiting interactions
Configure rules for any user within a work team
Topic miner German, Italian, and Portuguese language support

Open platform

Dynamic documentation and trigger enablement for the Operational Console
Enable automatic capture of console logs for troubleshooting

Workforce engagement

Trade alternative shifts for enhanced workforce management shift management

Deprecations

Deprecation: Legacy historical adherence query route

Platform

Japanese translation of the Export report

View details

Genesys Cloud FedRAMP region – July 1, 2024Click to expand

Customer engagement

Limit agent actions during co-browse sessions

Data, analytics, and reporting

Trigger alerts based on the number of agents currently in queue
Create in-app toast notification alert rule.
Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
Architect supported languages user interface enhancements
Collapsible card interface in Architect actions

Workforce engagement

Improved native voice transcription accuracy for Dutch

View details

Genesys Cloud FedRAMP region – June 24, 2024Click to expand

Data, analytics, and reporting

View speech and text analytics data for a year at a time

Customer engagement

Granular control for clearing or signing out of web visit or journey sessions

Employee productivity

Direct voicemail non-ACD call transfer for enhanced call management

Self service and automation

HELD (HTTP Enabled Location Delivery) for E911 Location Information
Introducing the Nuance Recognizer as a Service integration

Workforce engagement

Interaction recording download tracking in audit trail

View details

Genesys Cloud FedRAMP region – June 10, 2024Click to expand

Customer engagement

Enhanced message delivery status in messenger widget

Employee productivity

Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
Microsoft Teams and 8×8 UC Integrations availability

Open platform

Enhanced AudioHook Monitor configuration and migration process

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU) (eu-ES), and Swedish language support

Workforce engagement

SCORM 1.2 learning standard conformance
Learning module improvements

View details

Genesys Cloud FedRAMP region – May 27, 2024Click to expand

Account management

View all groups permission

Data, analytics, and reporting

Interaction categories for interaction analysis

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
File attachments via supported content profile
Re-use SMTP connections in outbound email

Employee productivity

Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Open platform

Leveraging Digicert as the certificate authority in the mTLS process

Self service and automation

Updated analytics event for top viewed articles in the Knowledge Performance dashboard

Workforce engagement

Supervisor WEM dashboard
Workforce management Explanations desktop feature
Genesys Tempo for workforce management schedules

View details

Genesys Cloud FedRAMP region – May 20, 2024Click to expand

Customer engagement

Auto-answer functionality for agents in preview campaigns
Dynamic edge resource utilization for automated outbound dialing

Employee productivity

Genesys Agent Assist summarization Spanish support (preview)

Self service and automation

Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
Architect data tables user interface updates

Workforce engagement

Insights visual charting for supervisors

View details

Genesys Cloud FedRAMP region – May 6, 2024Click to expand

Improved Genesys Cloud announcements

Data, analytics, and reporting

Analytics API enhanced capabilities

Customer engagement

Canned Responses user interface enhancements

Self service and automation

Evaluate schedule groups in Architect bots and digital bots before ACD transfer
Control knowledge behavior from start to finish in Architect digital bot flows

Workforce engagement

Manage Active Screen Recordings

View details

Genesys Cloud FedRAMP region – April 1, 2024Click to expand

Genesys Cloud FedRAMP region – March 25, 2024Click to expand

Genesys Cloud FedRAMP region – February 14, 2024Click to expand

Genesys Cloud FedRAMP region – January 31, 2024Click to expand

Customer engagement

Client Credential Flow (CCF) authentication support for SMTP integrations
Support for multiple external email participants

Data, analytics, and reporting

Improved native voice transcription accuracy for Japanese
Improved accuracy of Irish street names in English native voice transcription

Employee productivity

Enhancement of inactivity timeout in embedded clients

Open platform

Update agent preferred name via public API

Workforce engagement

Support for disputed evaluations on gamification metrics scorecards
Suppress recording when a call is on hold

View details

Genesys Cloud FedRAMP region – January 24, 2024Click to expand

Genesys Cloud FedRAMP region – January 17, 2024Click to expand

Customer engagement

Advanced input file pre-processing
Additional file format support for contact lists
Messenger support for Estonian, Latvian, and Lithuanian

Data, analytics and reporting

Sensitive data masking French and Italian language support
Analytics user interface enhancements
Introducing external contacts and external organizations filters and columns in performance views

Open platform

Portuguese language support

Workforce engagement

Workforce management navigation menu grouping
Staffing requirements and performance metrics in the Schedules screen

View details

Genesys Cloud FedRAMP region – December 13, 2023Click to expand

Genesys Cloud FedRAMP region – December 6, 2023Click to expand

Customer engagement

In-queue and scheduled callback automation
External contact management user interface refresh
Increased support for non-E.164 format phone numbers in Single Customer View
Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

Topic miner French language support
Mine for new trending topics in email interactions
Sentiment Analytics data in Agent/Queue/Flow Topic views
Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
Agent, Queue, and Flow topics summary view enhancements
Content search enhancements
Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Employee productivity

Real-time monitoring for web messaging channels

Workforce engagement

Screen recording available in Genesys Cloud CX 1 license
Performance insights view
Bulk archive recordings through recording bulk action API
Quality evaluation scores now available as a gamification metric

View details