Genesys Cloud FedRAMP Region – May 25, 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.
Support for ACD skill expression filters
Administrators can now use ACD Skill Expression filters to define agent selection criteria for individual interactions using logical expressions that combine ACD skills, language skills, and proficiency levels. These expressions are evaluated at assignment time to dynamically filter eligible agents within a queue. Administrators can configure and update expressions in Architect flows or through public APIs, including while an interaction is waiting in queue. This feature supports both standard routing and predictive routing (GPR) methods. ACD Skill Expression filters apply at the interaction level and do not change existing queue configurations. This capability reduces the need for multiple queues and enables more precise and flexible routing.
Access to email header fields
Genesys Cloud now exposes standard and custom email header fields on emails. This enhancement enables developers, administrators, and flow designers to reference email header data in the API, Architect, and Scripter, supporting more precise routing, correlation, and compliance workflows. By surfacing these fields, Genesys Cloud improves interoperability and traceability for email processing across integrated systems.
Expanded free-text response limit for web and voice surveys
Administrators can now capture longer free-text responses in web and voice surveys, with the supported character limit increased from 500 to 4000 characters. This update allows participants to provide more detailed feedback and prevents responses from being truncated.
Message flows for public and private social messages
Administrators can now configure separate Architect message flows for incoming public and private social messages. This allows different handling based on message visibility, such as using one flow for public interactions and another for private conversations. If visibility information is unavailable, Genesys Cloud defaults the interaction to a neutral state.
Email alerts now include queue and agent names
Email alert notifications now include the queue name and agent name, in addition to their IDs. This enhancement helps users identify the context of an alert without needing to log in to Genesys Cloud. Depending on the type of alert, notifications include either the queue name or the agent name.
Summaries for long interactions in Agent Copilot
Agent Copilot now provides summaries for longer interactions that previously could not be summarized due to transcript length limits. When an interaction exceeds the supported length, Agent Copilot generates a summary based on the initial portion of the conversation. This helps agents complete after call work more efficiently without reviewing the entire interaction.
Control download access for voicemail recordings
Administrators can now control download access for voicemail recordings by assigning a dedicated download permission. This update allows only authorized users to download non-ACD voicemail recordings. Users without this permission can no longer download voicemail recordings. This change helps improve data security and supports compliance by restricting access to sensitive recording data.
Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow.
Multiple concurrent Genesys applications per user
Feature postponed: May 29, 2026
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active. Mobile WebRTC clients ring concurrently with the Genesys Cloud user’s prioritized WebRTC desktop/web Client. Mobile WebRTC clients are not included in the prioritized list of WebRTC clients. This feature requires Edge version 38870 or greater.
Guides support richer variable types and internal scoped variables
Authors can now define explicit variable types, apply shared validation constraints, and use internal (Guide-scoped) variables in Guides. These enhancements improve the reliability and maintainability of structured workflows by making data capture more predictable and reducing the need for brittle workarounds or unnecessary external variables. They also provide a stronger foundation for future Guide capabilities while preserving deterministic behavior.
Connection management for knowledge fabric
Administrators can now manage knowledge fabric connections from a centralized experience on the Sources page. They can view existing connections and their expiration status, reauthorize expiring connections, and delete unused connections. Genesys Cloud displays a warning when a connection is still used by one or more sources and explains the impact of deletion. Administrators also receive notifications when connections are nearing expiration, including when entering the Knowledge Workbench.
User Home workspace in Genesys Cloud Home
Genesys Cloud User Home is a new workspace that provides a centralized, customizable view of key information and tasks. User Home displays widgets based on user roles and permissions, helping users quickly access relevant data and take action from a single location. Users can access User Home from the main navigation menu to streamline workflows and reduce the need to navigate across multiple pages.
Agent Activity widgets available in Home
Agents and supervisors can now access Agent Activity features directly in Home instead of the Agent Activity page. This update brings performance, schedule, and team activity widgets into a centralized, customizable workspace with personalized pages such as My Schedule and My Scorecard. It simplifies navigation and provides quicker access to key data for managing availability and performance.
Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
Administrators can now export recordings to Amazon S3 buckets in other AWS Commercial Regions, even when those regions do not have a Genesys-managed AWS account. This update expands support for cross-region recording exports using customer-managed S3 buckets. AWS Commercial Regions (standard aws partition) do not include AWS GovCloud (aws-us-gov partition), AWS China (aws-cn partition), and AWS EU Sovereign Cloud (aws-eusc partition).
Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Administrators can now configure automated evaluation questions to focus on either the evaluated agent or the full interaction, and can target specific agents in rules for automated scoring. This enhancement helps improve the accuracy and fairness of automated evaluations, including AI Scoring and Evaluation Assistance, especially in multi-agent or IVR-heavy interactions by ensuring that only relevant transcript segments are considered for each agent. These new options are available in the evaluation form and rule configuration settings.
Deprecation: Token Implicit Grant for OAuth clients
Genesys Cloud has deprecated the Token Implicit Grant (Browser) option for OAuth clients. This change affects customers currently using the Implicit Grant flow, including for Embeddable Framework applications. The Implicit Grant option will no longer be available when creating new OAuth clients. Existing OAuth clients that rely on this flow will continue to function during a one-year transition period. During this time, customers should migrate to the more secure Authorization Code grant type with PKCE (Proof Key for Code Exchange), which is already supported in Genesys Cloud and aligns with OAuth 2.0 security best practices. Administrators are encouraged to complete their migration before the end of the transition period to ensure uninterrupted access.
Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs
To reduce potential security risks associated with embedded external content, Genesys Cloud now restricts URLs in the Web Content URL widget within Analytics dashboards from accessing browser cookies, local storage, and JavaScript APIs. This change applies to URLs originating from the same origin or host that rely on JavaScript-based interactions. URLs that depend on these capabilities are now restricted and may no longer load or function as expected within the widget.
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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