Genesys Cloud FedRAMP Region – July 20, 2026

Administrators can now configure the Answering Machine Detection (AMD) timeout for outbound campaigns. This feature allows administrators to define when call analysis timers begin and how long the system waits for AMD to complete before taking action. This provides greater flexibility to tune AMD behavior for different business requirements and regional regulations while balancing detection accuracy and agent connection times.

Supervisors can now configure a setting to issue a secure pause during a conference call when all internal participants leave the interaction. This feature helps organizations maintain compliance by preventing recordings from continuing when only external participants remain on the call.

Journey Management users can now use the External Event Admin panel to activate and manage external events that have been onboarded to Genesys Cloud. Users can view available events and their attributes, while authorized users can activate events for analysis. This enhancement extends journey analysis beyond the contact center by incorporating external events into Journey Management.

Agent Copilot now provides intent health scores and utterance-level recommendations to help administrators evaluate and improve intent performance. Administrators can identify issues such as intent conflicts, utterances that are too short or too long, and outlier utterances that may negatively affect intent accuracy. Recommendations are prioritized by impact, enabling administrators to focus first on the utterances and intents most likely to improve training data quality and overall intent performance.

Core IVR prompt and system audio file support in Architect is now available for Polish (pl-PL) for the Play Estimated Wait Time and Play Position In Queue actions and for Collect Input verification.