List of the Genesys Cloud FedRAMP Region release notes that include the agent workspace release notes tag.
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
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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
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Employee productivity
- Live character counter for ACW notes
- Favorites now listed in the User Directory
- Multi-language Agent Copilots
Account management
- Passkey support for Multi-Factor Authentication (MFA)
Customer engagement
- Custom named time zones for contactable time sets
- Digital rule sets for outbound WhatsApp campaigns
- Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
- Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
- External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
- Architect digital bot flow list picker support in Singapore and Mexico regions
- Authentication support in Apple Messages for Business in Singapore and Mexico regions
- Apple Messages for Business forms in Singapore and Mexico regions
- Non-default content profile support for SMS
- Architect digital bot flow time picker support
- Control agent transfer capabilities via permissions
- Configure group ring settings
- Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
Data, analytics, and reporting
- Export summary row chart in Analytics Performance views
- Web events available in Journey Management
Open platform
- Thai language support
- Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports
Self service and automation
- Enhanced confirmation controls in AI Guides
- Genesys Virtual Agent support for Portuguese and Swedish dialects
- Create flow outcomes and milestones natively in Architect
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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
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Account management
- Retrieve the OAuth client secret only at new client creation or secret generation
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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
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