Genesys Cloud – March 2026

Account management

• Improved Operational Console user interface
• New permissions for managing phone associations

Data, analytics, and reporting

• New PATCH API endpoint for external contacts
• Use AI to generate topic phrases

Employee productivity

• Secure pause available on all call types, not just ACD calls
• Pin messages in Collaborate chat for quick reference on mobile

Self service and automation

• API endpoints for uploading knowledge files using custom integrations
• Decision rules priority setting

Workforce engagement

• Average alert time metric for Gamification Profiles
• View evaluation scores in the interaction detail quality summary

Deprecations

• Deprecation: Token Implicit Grant for OAuth clients
• Deprecation: Open messaging inbound endpoint