Genesys Cloud FedRAMP Region – web tag

Account management

• New permissions for managing phone associations

Customer engagement

• Agent ownership support for customer first callbacks

Data, analytics, and reporting

• Improved accessibility and usability for analytics performance views date picker
• Add dictionary terms to EVTS – Transcribe

Employee productivity

• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Configure retention period for Genesys Agent Copilot summaries
• Genesys Agent Copilot expansion to social and digital messaging channels

Open platform

• Embedded Framework supports Group Name attribute for group ring calls
• Poly/HP ROVE Series managed phones available in Genesys Cloud

Workforce engagement

• Running Genesys Cloud Background Assistant (GCBA) with Windows service account

Customer engagement

• Share a single contact list across multiple active campaigns

Data, analytics, and reporting

• Improved transcription accuracy for native voice transcription

Employee productivity

• Enhanced digital metrics accuracy with auto-answer hold time tracking
• Updated pre-join experience in Genesys Cloud Video

Self service and automation

• Automated chat notifications within Architect workflows

Customer engagement

• Filter knowledge portal results by article labels
• Pagination for web deployment list APIs
• Increased limits for Messenger configuration and deployment counts

Self service and automation

• Bring Your Own Technology (BYOT) ASR engines in Architect bot flows

Deprecations

• Deprecation: Administrator login using only username and password
• Deprecation: Billing APIs and UI components update

Customer engagement

• Predictive routing queues summary enhancements
• WhatsApp support for interactive list pickers in bot conversations
• Automatic sign-in for authenticated Messenger users
• Workitem Insights views for supervisors

Data, analytics, and reporting

• AI scoring model upgrade for natural-language evaluation questions
• Copilot panel and chart expansion for Journey Management

Employee productivity

• Extended markdown in messaging channels
• Configurable audio alert duration for agents

Self service and automation

• Use knowledge in AI Guides
• Genesys virtual agent support for knowledge fabric

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

Employee productivity

• Streamlined navigation and information architecture update

Customer engagement

• Web Messenger support for time slot picker

Workforce engagement

• Workforce management override for time-off plan dates