List of the Genesys Cloud release notes published in September 2026.
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
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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
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Customer engagement
- AI-powered outbound campaign summarization and diagnostics
- Contact list and record retention
Open platform
- Digital Bot Connector renamed to Digital Connector
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Data, analytics, and reporting
- Enhanced dictionary management for Genesys Cloud native transcription
Employee productivity
- Granular ACD voicemail permissions
- Free and unreported utility actions for Genesys Cloud Copilot
- Structured data cards and lists in Genesys Cloud Copilot
Open platform
- ACD voicemail routing for CX Cloud from Genesys and Salesforce
- Granular configuration for AudioHook streams
Self service and automation
- Enhanced AVA utterance history with turn-level triage metadata
- Knowledge optimizer dashboard enhancements
- Decision table version history and rollback
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