Genesys Cloud FedRAMP Region – October 5, 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.
Planned network maintenance for Genesys Cloud Autonomous System Numbers
In a future release, Genesys Cloud will perform planned network maintenance to introduce Genesys-owned Autonomous System Numbers (ASNs) for regional network prefixes. The maintenance will take place by region on Sundays from 2:00 a.m. to 4:00 a.m. local time between January 10 and January 31, 2027. During the maintenance window for their region, customers may experience brief service disruptions, including disruptions to voice calls. Customers do not need to make network or firewall changes before or after the maintenance.
BYOC Cloud support for inbound SIP digest authentication
Telephony administrators can now enable SIP digest authentication for inbound BYOC Cloud carrier trunks. This feature provides standards-based authentication of inbound SIP requests, adding a layer of sender verification beyond IP-based access control lists (ACLs).
Facebook engagement metrics in social listening
Administrators and marketers can now view Facebook engagement metrics for owned-page posts in the social listening Performance and Posts views. Engagement metrics include likes and reactions, shares, comments, and views for video and Reels posts. Genesys Cloud retrieves engagement metrics when it ingests a post and updates them when Meta reports new engagement activity. Users can also filter and sort posts by engagement metrics, making it easier to evaluate how Facebook content performs without checking engagement directly in Facebook.
Enhanced workitem preview
Supervisors can now access and manage workitems more efficiently with an enhanced Workitem Details experience. Supervisors can open the preview directly by clicking the workitem name in the list and update key attributes, including assignee, priority, and due date, without returning to the list view. Workitem Details also displays additional contextual information, including skills, languages, external contact, and reporter details, helping supervisors review and manage workitems with less navigation and context switching.
Concurrent call-session org metrics
Administrators can now view real-time concurrent call-session (CSS) usage and configured capacity for cloud media at the organization level. The view shows the current number of active cloud media sessions alongside the capacity limit, which is based on a configurable outer threshold and refreshes regularly. This visibility helps telephony administrators monitor media load during busy periods, plan capacity changes, and more quickly diagnose issues when call volume approaches session limits.
Event details panel in Journey Management
Analysts can now click an event card on the Journey Management canvas to view a read-only side panel with key configuration details. The panel displays the event name and type, applied filters and whether they include or exclude values, and configured time or count filter rules. The panel is available in both edit and view modes for Genesys and external events. This feature makes existing journeys easier to understand and review without opening and inspecting each event card individually.
Improved bulk metric exports in Analytics Performance Views
Genesys Cloud introduces export enhancements to handle high-volume exports from the agent, queues, skills, and DNIS performance views. This feature makes the year-to-date exports run more reliably regardless of an organization’s conversation volume and eliminates the need to run the exports in separate date spans.
Copilot panel and chart expansion in journey management
Administrators can now give Journey Management users access to a Copilot panel and expandable charts in the updated Journey Management interface. The refreshed UI aligns with the new Genesys Cloud visual style, including updated colors, headers, and navigation. Users can open a Copilot panel on the right side of the canvas (in regions where Copilot is available) to use Copilot skills in context, and expand the chart panel to view analytics more clearly or compare charts side by side. These changes help users interpret data more easily and get in-product guidance without leaving Journey Management.
Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant
Administrators can now use Genesys Cloud Copilot’s Virtual Agent Performance Analytics Assistant to ask natural language questions about bot and virtual agent performance. From the Copilot panel, users can request insights about metrics such as containment, transfers, abandonment, agent escalation, error and recognition issues, and receive concise, permission-aware summaries with suggested next steps for continuing the investigation or optimizing the configuration of the bot or virtual agent. This capability helps reduce the effort of finding and interpreting analytics and supports faster decisions about flow design changes including intent recognition improvement.
Configurable interaction deallocation period for Embeddable Framework
Administrators can now configure the interaction deallocation period in the Genesys Cloud Embeddable Framework. This feature allows organizations to adjust or remove the default two-minute delay that keeps completed interactions on the agent roster, helping to reduce roster clutter and align conversation removal behavior with their workflows. Administrators can turn off the deallocation period to remove completed interactions immediately or retain a grace period for workflows that require time to complete post-call activities.
Test agent checklists during configuration
Administrators can now test agent checklists against conversation transcripts while creating or editing a checklist. This feature allows administrators to select or paste a transcript and immediately see which checklist items match or do not match, along with supporting transcript evidence when available. Administrators can re-test checklists as they refine the configuration, helping them validate checklist behavior and identify configuration issues before publishing.
Get step-by-step guidance with Copilot to manage and configure Genesys Cloud
Administrators and supervisors can now use Copilot to receive real-time, step-by-step guidance for common configuration and management tasks in Genesys Cloud. Copilot provides context-aware instructions based on Resource Center knowledge, helping users set up users, manage permissions, configure queues, and monitor performance directly within the product. This enhancement streamlines complex workflows, reduces time spent searching for documentation, and helps improve task accuracy.
Perform multi-step user management tasks with Copilot — from onboarding to permissions and skill assignments.
Administrators can now use Copilot to complete complex, multi-step user management workflows in Genesys Cloud through a conversational interface. This enhancement enables tasks such as creating users, assigning devices, updating permissions, and configuring skills to be performed in a single guided flow, reducing context switching and manual effort. This update helps improve onboarding speed, operational consistency, and reduces the risk of configuration errors by bundling related actions into one streamlined process.
Enhance employee productivity with Copilot
Administrators, supervisors, and agents can now use Genesys Cloud Copilot to receive contextual guidance and complete tasks through conversational AI. Copilot provides role-based assistance within the Genesys Cloud UI, including skills such as knowledge surfacing from the Resource Center and support for common administrative tasks. This release introduces the core Genesys Cloud Copilot capabilities, helping users work more efficiently and access relevant information directly within their workflow.
AI-powered audit assistant for change insights
Genesys Cloud now includes an AI-powered audit assistant that enables administrators to investigate configuration and CRUD-related changes using natural language queries. Instead of manually reviewing audit logs, users can ask questions such as who made a change, what was modified, and when it occurred. The assistant retrieves and filters audit events from the past 14 days and summarizes results in clear, conversational responses. It also helps identify related or high-impact changes by grouping events and highlighting key details. Available through Genesys Cloud Copilot, this AI agent allows admins to access audit insights directly within the Copilot panel, improving audit efficiency and supporting compliance efforts.
Bulk user operations for Genesys Cloud Copilot
Administrators and supervisors can now use Genesys Cloud Copilot to identify and update multiple users and their attributes with a single natural language prompt. This feature supports searching for users by criteria such as queues, skills, languages, and roles, and enables bulk updates for queue membership, presence status, and role assignments for up to 50 entities. These capabilities help reduce manual configuration time and improve operational efficiency when managing large groups of users.
Genesys Cloud Copilot usage analytics dashboard
Administrators can now access a comprehensive usage analytics dashboard for Genesys Cloud Copilot. This dashboard provides visibility into how the organization uses Copilot, including metrics for total queries, active users, and usage trends over time. Administrators can also view usage breakdowns by specific Copilot AI agent and tools to help understand adoption patterns and identify training needs.
Copilot AI agent configuration in AI Studio
Administrators can now use AI Studio to configure which AI agents are available through Genesys Cloud Copilot. Administrators can enable or disable AI agents, assign Cloud Copilot at the organization level, and review audit logs that record configuration changes. These capabilities help organizations tailor Copilot to different users while maintaining administrative control and auditability.
Copilot for work automation
Administrators can now use Genesys Cloud Copilot to create and update worktypes and schemas by using natural language. Copilot also enables AI agents to create workitems at runtime, helping reduce the time and complexity of designing and managing work automation.
Free and unreported utility actions for Genesys Cloud Copilot
Genesys Cloud Copilot now supports a utility action classification for AI tools that perform background operations, such as date calculations or capability discovery. Utility actions are excluded from customer-facing analytics dashboards and do not count toward AI token consumption. This feature helps ensure that usage reports reflect only meaningful, customer-facing interactions and provides administrators with a clearer view of Copilot ROI.
Structured data cards and lists in Genesys Cloud Copilot
Genesys Cloud Copilot now displays structured data, such as users, queues, skills, and roles, using new List and Key-Value Pair Card components instead of plain-text responses. These components support expanding and collapsing content to make information easier to review. This visual enhancement improves readability when Copilot returns structured data and requires no changes to existing workflows or user actions.
Agent Recognition Assistant AI Agent
Supervisors can now use the Agent Recognition Assistant AI Agent to quickly create and retrieve recognitions for agents using conversational prompts, without navigating multiple UI screens. This feature leverages the Employee Engagement – Recognitions API to streamline recognition workflows, standardize entries, and provide inline validation and confirmation. The assistant helps reduce clicks and context switching, making it easier to acknowledge agent achievements and reference prior recognitions during coaching or 1:1 sessions.
Work Teams Assistant AI Agent
Supervisors and administrators can now use the Work Teams Assistant AI Agent to create, search, edit, and manage work teams using natural language commands. Users can add or move team members and update team details through the assistant interface. Guided validations and confirmations are included during team management actions.
WFM Time Off Assistant AI agent
Supervisors and administrators can now use the WFM Time Off Assistant AI agent to list, approve, and reject pending time off requests, as well as view limits and balances for agents within Genesys Cloud. This AI-driven feature streamlines time off management by enabling conversational interactions and automating common tasks. The assistant is designed to securely handle sensitive employee data.
Static actions on Copilot home screen for faster onboarding
Genesys Cloud Copilot users can now see suggested actions on the initial Genesys Cloud Copilot screen that highlight common tasks they can complete with Copilot. These actions help reduce guesswork for new and existing users and make it easier to get started with operational and configuration tasks. Users can also use a close button to minimize the Genesys Cloud Copilot panel. This change makes hiding Copilot more intuitive and keeps the experience consistent with other panels in the Genesys Cloud UI.
Object dependency tracking for integrations
Administrators can now view relationships and dependencies between Genesys Cloud objects, including integrations, data actions, and Architect flows. This feature helps administrators understand the impact of changes and determine whether an object can be safely modified or removed.
Configurable stages in case plans
Administrators can now add, delete, and reorder stages in case plans to better align case structures with their business processes. Case plans can include between one and five stages, and the agent experience displays only the stages configured for the case plan. Previously, case plans used a fixed three-stage structure.
Support for automated evaluation attribution in analytics views
Administrators and supervisors can now distinguish, filter, and report on evaluations that are automatically generated by Agent Auto-Evaluation Forms, in addition to those submitted manually. Analytics UI, Interaction Search, and Evaluation views now include new filters and labels to identify automated (Virtual Supervisor) versus manual evaluations. This enhancement helps users monitor automation adoption, analyze performance trends by evaluation type, and ensure accurate attribution in reports and dashboards.
Increased limit for agent scoring rules per program
Quality administrators can now configure up to 20 agent scoring rules per quality program, an increase from the previous limit of five. Organizations can use additional scoring rules to support more complex evaluation scenarios within a single program instead of creating separate programs to work around the previous limit. This change makes larger quality programs easier to configure and maintain.
Restore quick filters and date navigation for time-off requests
Administrators, supervisors, and workforce planners can now use quick status filters and previous/next date range controls in the Time-Off Requests view. Users can click the Pending, Approved, Denied, or Cancelled status counts to filter the request list without manually configuring a status filter. They can also use previous and next controls to move between adjacent date ranges without reopening the date picker. The controls move by the length of the selected range - for example, a one-day range moves by one day and a seven-day range moves by seven days. These changes reduce repeated date and filter setup when reviewing time-off requests.
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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