Genesys Cloud – Features coming soon

Administrators can now control which users can view, edit, or remove their own or others’ phone associations by assigning new telephony permissions. These permissions help to ensure that only authorized users can change station assignments. The new permissions are:

• Telephony > SelfStationAssociation . View
• Telephony > SelfStationAssociation > Edit
• Telephony > Station > DisassociateSelf

To maintain access, update user or OAuth client roles with the required permissions before enforcement begins. Roles with the Conversation > Call Add permission will automatically receive these new permissions in an upcoming update.

Administrators can now enable agent ownership for Customer First Callbacks (CFC), allowing the system to reserve the original agent before dialing the callback. This enhancement helps maintain relationship continuity by ensuring follow-up callbacks are handled by the same agent and supports automated dialing, call analysis, and retry logic for agent-owned callbacks. In addition, the maximum duration an agent can own a scheduled callback has increased from 7 days to 30 days. These capabilities align Customer First Callbacks with existing Agent First Callback features and help improve agent productivity and sales conversion.

Administrators can now use an updated date picker in analytics performance views with improved accessibility support. The updated component includes full keyboard navigation, screen reader compatibility, clearly labeled date range presets, and consistent time zone handling. These enhancements help users select and apply date ranges more intuitively and support real-time monitoring and custom reporting periods.

Administrators can now use Dictionary Management to add organization-specific words and phrases to the dictionary for Extended Voice Transcription Services (EVTS) dialects in Genesys Cloud. This enhancement enables more accurate transcription of key business terms and supports real-time updates for custom vocabulary, helping organizations tailor transcription results to their unique needs.

Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow.

Administrators can now configure how long Agent Copilot summaries are retained. Previously, summaries automatically expired after 10 days unless saved externally or sent to Insights in Supervisor Copilot. With this update, administrators can set the summary time to live from 1 hour up to 10 days, providing more control over data retention.

Administrators can now enable Agent Copilot features across Facebook, Instagram, X (Twitter), Open Messaging, Open Social, and Google Business Profile for both direct messages and public social interactions. This expands AI-powered assistance across more digital and social channels, enhancing communication between agents and customers across these channels.

Administrators can now configure the Embedded Framework to display the Group Name attribute for incoming voice interactions routed through group ring. This enhancement enables agents and supervisors to immediately identify the group context of an incoming call. The Group Name attribute is available only for voice interactions associated with group ring and appears as part of the incoming interaction details. This update does not impact existing configurations or performance.

Administrators can now deploy Poly/HP ROVE Series hardware phones as Genesys Cloud managed phones. This feature enables registration and provisioning of Poly ROVE base stations and wireless handsets, supporting the next generation of wireless Poly IP-based SIP phones through Genesys Cloud’s telephony administration interface.

Genesys Cloud can now generate and highlight knowledge answers using Anthropic Claude Haiku 4.5 on AWS Bedrock in the Osaka region. This update helps to improve reliability and performance for answer highlighting and generation in Osaka. No customer action is required.

Agentic Virtual Agents (AVA) now support configurable error handling for tool execution failures. Users can define custom strategies such as retries, fallback paths, or recovery prompts to manage errors more effectively. This capability improves the reliability and predictability of conversations when integrations or APIs encounter issues.

Administrators can now configure Genesys Cloud Background Assistant (GCBA) to run under a Windows service account instead of the default local system account. This update enables organizations to use managed service accounts for improved security and better alignment with IT policies.