Genesys Cloud – Features coming soon

Genesys Cloud now applies an organization-level rate limit during agent evaluations for best-skills routing to help maintain system stability during periods of high routing load. When the limit is reached, additional evaluations are temporarily restricted and an event is generated in the Operational Console.

Supervisors can now use automatic speech recognition (ASR) through AWS Transcribe in Genesys Cloud for Bengali India (bn-IN), Bosnian Bosnia and Herzegovina (bs-BA), Bulgarian Bulgaria (bg-BG), Estonian Estonia (et-EE), Indonesian Indonesia (id-ID), Kannada India (kn-IN), Lithuanian Lithuania (lt-LT), Malayalam India (ml-IN), Swahili Kenya (sw-KE), Tamil India (ta-IN), Telugu India (te-IN), and Sinhala Sri Lanka (si-LK). Additionally, dictionary feedback is now supported for Turkish (tr-TR) and Hungarian (hu-HU) in Enhanced Voice Transcription Services (EVTS).

Supervisors can now view intraday metric counts and compare metrics for multiple media types within a single queue or agent in the Insights mobile app. This update allows supervisors to see call, callback, chat, email, and message metrics together on a single screen.

Agents can now see blocked days and manual approval days when they request time off in the Tempo mobile app. Tempo prevents agents from submitting requests on blocked days and indicates when a request includes days that require administrator approval

Administrators can now configure organization-level dialing restrictions for international prefixes in Genesys Cloud Voice. This enhancement allows admins to block or allow calls to specific regions or dial codes, helping prevent unauthorized calls to high-cost destinations and reduce the risk of toll fraud. Prefix restrictions can be managed directly within telephony settings. For new Genesys Cloud Voice customers, outbound calling to all countries is blocked by default. Administrators can allow outbound calling to specific countries by removing them from the block list based on their business requirements. This default block does not apply to existing organizations using Genesys Cloud Voice, helping avoid service disruption. Existing Genesys Cloud Voice customers can manually allow or block outbound calling to countries based on their business requirements.

Agents can now access a voicemail inbox directly in CX Cloud for Genesys and Salesforce to view and play voicemail messages and related recordings. Administrators can add the voicemail inbox as a Lightning web component on Salesforce Home pages and App pages so agents can access it where they work. This update helps agents manage voicemail messages without leaving Salesforce.

Administrators can now configure Salesforce data actions to use OAuth client credentials. This update supports Salesforce’s planned retirement of the Username-Password OAuth flow. To avoid disruption, administrators should migrate existing Salesforce data actions to the new authentication method.

Agentic Virtual Agent (AVA) authors can now configure input variables to be copied directly and exactly from user utterances. This feature helps to ensure that critical information, such as ZIP codes or identification numbers, remains unchanged and reduces the risk of model hallucinations.

Administrators can now automatically synchronize manual schedule edits with Activity Plan occurrences. When a session that was originally scheduled using an Activity Plan is manually edited, the corresponding Activity Plan occurrence updates to reflect those changes. This helps to ensure a consistent view of scheduled activities and reduces confusion caused by discrepancies between the schedule editor and Activity Plan views.

Administrators can now enable agents to view, rank, and submit preferences for complete schedule sets during a bidding window. This enhancement provides agents with greater control over their work schedules and improves transparency in shift allocation. After assignment, schedules follow the selected schedule set pattern until the next bidding cycle. Workforce management administrators benefit from a more streamlined bidding process and reduced manual effort.

Administrators can now set the work plan activity constraint Maximum Length From Shift End to values up to 23:55. This update removes the previous 12-hour limit and improves support for automated scheduling in longer shifts and split-shift configurations that use extended shift containers.