Genesys Cloud FedRAMP Region – January 19, 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.
Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
Users can now access the Genesys Cloud Resource Center at the new help.genesys.cloud address. Genesys updates all in-product contextual help and browser pop-out links that previously referenced help.mypurecloud.com so that users see a consistent brand experience when they open operational and technical product information. This change supports the refreshed Genesys Cloud Resource Center, which provides a faster, more intuitive, and more accessible experience. The updated site aligns with the current Genesys visual identity, offers streamlined navigation with a sidebar table of contents, highlights video content with links to related articles, expands language support for global users, and improves responsive behavior on different screen sizes. Existing bookmarks to the Resource Center automatically redirect to the new site, but users may want to update bookmarks and internal links for direct access.
BYOC Premises Edge devices in Edges list view
Administrators can now view only BYOC Premises Edge devices in the Digital and Telephony > Telephony > Premises Edges > Edges list view. Cloud media instances no longer appear in this view, which helps administrators focus on relevant edge devices specific to their environment. This update also introduces visibility into concurrent call capacity and calls per-second limits for each organization, providing clearer insight into telephony performance and capacity. This enhancement helps administrators manage their telephony configuration more effectively and with greater confidence.
Social direct messages, social post injections, and social post responses allowance increase per AI token
Genesys increased the token allowance for social direct messages, social post ingestions per channel, and outbound social post responses to 400 per AI token.
Create rules based on workitem creation date
Administrators can now configure date-based automation rules that trigger a specified delay after a workitem’s creation. This update increases the maximum delay for these rules from 4 days to 30 days and allows more rules per worktype, giving admins greater flexibility to schedule follow-up actions and reminders. These enhancements help improve workflow timing and alignment with SLAs and onboarding processes.
Domain allow list for emails
Administrators can now create and manage domain allow lists to control which outbound email domains agents can use. This security setting helps organizations restrict email recipients to approved domains, reducing the risk of data exposure and unauthorized communication. Agents can send new emails only to addresses within the defined domain list, whether they send emails directly from the platform or through an API integration. This enhancement provides administrators and business managers with the tools to align email usage with organizational security policies while maintaining operational flexibility. By managing allowed domains at the configuration level, organizations can help ensure secure and compliant use of the email channel without disrupting agent workflows.
Summaries for consult transfers for Agent Copilot
Administrators can now enable AI-generated summaries for consult transfers in Agent Copilot. This feature ensures that after a consult transfer, both the original agent and the receiving agent receive a summary of the first part of the conversation, so each has clear context for their part of the interaction. This enhancement helps to improve efficiency and continuity by giving the receiving agent quick insight into the customer’s query and helping the original agent complete after-call work faster.
API to List Past Recognitions
Genesys Cloud added a new API, GET /api/v2/employeeengagement/recognitions, to enable queries for recognitions that were sent or received in the past by a specific user as well as to globally query all recognitions sent previously. To use this API, developers must have the Engagement > Recognition > View permission. This feature helps organizations that implement a formal recognition program for agent motivation and engagement.
Reply-To field in email transcripts
Administrators can now view the Reply-To field in email transcripts when that header is present. The transcript displays both the Reply-To and From fields, helping supervisors, auditors, and evaluators identify the original sender, especially when emails are forwarded through services such as Google Groups. This update reduces confusion between group addresses and individual senders.
Long-term forecast and schedule generation up to 104 weeks
Administrators and supervisors can now create workforce management forecasts and schedules with start dates up to 104 weeks in the future. This change helps improve long-term workforce planning for activities such as staffing, budgeting, and compliance. Workforce management automatically adjusts the forecast duration only when a forecast or a schedule with a forecast is copied and the resulting length exceeds the 130-week future limit; in these cases, the system shortens the duration to comply with the limit. Existing forecast and schedule generation behavior remains the same.
Generate web survey links on demand with an API
Administrators can now use a public API to generate a unique, secure URL for a web survey on demand. This URL can be shared through any digital channel, most notably messaging, to deliver a survey link as part of a post-interaction message. This capability helps organizations collect customer feedback across more touchpoints while responses remain secure, attributable, and available in existing Genesys Cloud survey analytics and reporting.
Granular evaluation metrics in the Evaluation Aggregate API
Administrators can now use the Evaluation Aggregate API to retrieve evaluation metrics at the form, question group, question, and answer levels. The API supports breakdowns by form version and enables detailed analysis of performance by individual questions and answer choices. This granular data improves quality management, supports AI scoring audits, and informs targeted coaching recommendations, while providing reporting and analytics tools with scalable access to structured evaluation insights.
Note:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, 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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