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Genesys Cloud Release notes

Click here to view Genesys Cloud release schedule, upcoming features, UI and platform updates, and diagnostic logsClick to expand

October 12, 2026Click to collapse

Customer engagement

Agent reservation for customer-first callbacks
Workitem analytics views: Improved accuracy of Answered metric
List picker support in Mobile Messenger

Data, analytics, and reporting

Journey Management multi-metric charts
Journey Management effort score dashboard

Employee productivity

Agent Copilot email thread summarization
SMS interactions in the Genesys Cloud Associate app
Voicemail transcriptions for personal and group voicemails

Open platform

ServiceNow email metadata capture and auto-answer
Expanded IANA time zone support

Self service and automation

Preset conversation hooks for Agentic Virtual Agents
AVA enhanced knowledge configuration for linking dependent variables
AI Studio supports preconditions for tool inputs

Workforce engagement

Add notes to shift trade requests

October 5, 2026Click to expand

Customer engagement

Planned network maintenance for Genesys Cloud Autonomous System Numbers
BYOC Cloud support for inbound SIP digest authentication
Facebook engagement metrics in social listening

Data, analytics, and reporting

Event details panel in Journey Management
Improved bulk metric exports in Analytics Performance Views

Employee productivity

Configurable interaction deallocation period for Embeddable Framework
Test agent checklists during configuration

Open platform

Object dependency tracking for integrations

Self service and automation

Configurable stages in case plans

Workforce engagement

Support for automated evaluation attribution in analytics views
Increased limit for agent scoring rules per program
Restore quick filters and date navigation for time-off requests

Deprecations

Deprecation: Salesforce data action username and password credential type

September 28, 2026Click to expand

Customer engagement

Concurrent call-session org metrics
External contact favorites
Enhanced workitem preview
Requesting Off Queue presence status

Data, analytics, and reporting

View external event schemas and configurations
Custom conversation attributes native actions in Architect bot flows

Employee productivity

Screen recording support for ChromeOS

Open platform

CX Cloud auto-answer for interactions
Inbox enhancements to manage group voicemails
Agent-first callback handling in Unified Experience from Genesys and ServiceNow
Support for agent-requested wrap-up for voice calls in Unified Experience

Workforce engagement

Flexible meal and break times for agents
Update unavailable times on behalf of an agent

Deprecations

Deprecation: Model for agentic virtual agents

September 21, 2026Click to expand

Customer engagement

Native digital user tracking in Mobile Messenger
Apple Messages for Business invitations
Custom attributes in workitem list columns
LAM-powered virtual agents in AI Studio
Deterministic auto-merge for duplicate contacts

Data, analytics, and reporting

Performance views data table now supports resizing, horizontal scrolling, and accessibility improvements

Workforce engagement

Agent adherence adjustments
Time-off management UI updates

September 14, 2026Click to expand

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