Genesys Cloud – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until June 15, 2026. The feature descriptions in the June 15, 2026 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Configure inactivity timeout redirect behavior for SSO
Administrators can now choose whether users are redirected to the Identity Provider (IdP) with the ForceAuthn flag or to the Genesys Cloud login page when an inactivity timeout occurs. This new configuration option is available on the SSO configuration page and helps improve flexibility for organizations with diverse IdP setups. By enabling this choice, administrators can better align session timeout behavior with their security policies and user experience requirements.
Restrict OAuth Client Credential Grants by IP address range
Administrators can now associate OAuth client credentials with specific allowed IP addresses or IP ranges. When configured, token requests from outside the defined range are denied. New OAuth clients that use the client credentials grant must include an allowed IP address or range, while existing clients can optionally add one during a transition period. This enhancement reduces the risk of fraud and unauthorized access if client credentials are exposed.
Organization-level agent evaluation rate limiting for routing assignments
Genesys Cloud now applies an organization-level rate limit on agent evaluations performed during conversation assignment to help maintain routing performance and system stability during periods of high routing load. When the evaluation limit is reached, Genesys Cloud temporarily restricts additional assignment evaluations, places affected conversations in queue for normal routing processing, and automatically resumes evaluations as capacity becomes available. The default organization limit is 1,000 agent evaluations per second.
Journey Management charts support for numeric attributes
Business analysts can now create Journey Management charts using numeric attributes from journey events, including custom events. This feature enables users to visualize metrics such as durations, scores, and conversational turns over time by applying average, sum, minimum, and maximum calculations. Charts support standard time-based visualizations and display metric calculations and units, including duration-based attributes normalized in minutes.
Semantic topic spotting for topic configuration
Administrators can now configure topics using a semantic topic spotting method. This feature reduces the need to define multiple phrase variations for each topic and improves detection across English dialects by using semantic similarity. This new method is available in the topic configuration workflow and can be enabled as needed. This feature is currently available for English only.
Broaden Journey Management perspective with external data source API
Administrators can now use an API to onboard external event data into Genesys Cloud for use in Journey Management. This feature allows users to view external data alongside Genesys Cloud events on the journey canvas, providing a more comprehensive view of customer journeys. This enhancement also helps to reduce the time and effort required to migrate from Pointillist to Genesys Cloud Journey Management.
Update user menu in the new Genesys Cloud navigation
Administrators can now access an updated user menu in the new Genesys Cloud navigation that incorporates the latest design elements and enhanced accessibility features. This update improves compliance with accessibility standards, including support for 200% zoom, and delivers a more intuitive and visually improved interface. These enhancements help ensure that all users, including those with disabilities, can efficiently navigate and interact with the platform.
Exact match in Agent Copilot checklists
Administrators can now require an exact phrase match for Agent Copilot checklist items. When administrators enable exact match for a checklist item, Genesys Cloud checks off the item only when the agent says or types the configured phrase.
Agents can view and complete multiple Agent Copilot checklists during an interaction
Agents can now view and complete multiple checklists in Agent Copilot during a single interaction. Agent Copilot can surface additional checklists at the start of an interaction or when configured intents are detected, allowing agents to track and complete required steps as conversations progress. This feature is available with Genesys Cloud CX AI Experience.
Increase the granularity of time off limits to 15 minutes, by agent
Administrators can now configure time off limits in 15-minute increments so that they can control how many agents can be off at specific times during the day. This update provides more granular coverage planning when agents request time off.
Expanded employee inclusion rules for activity plans
Administrators can now use expanded filtering options to dynamically include or exclude employees in activity plans. This update adds support for ACD skills, queues, divisions, work teams, reports to, groups, management units, business units, locations, languages, and up to 50 individual users. These additional criteria help administrators create more targeted and efficient scheduling rules for bulk or recurring meetings and training sessions.
Editable activity plans for greater flexibility
Workforce management administrators can now edit specific configuration settings in existing activity plans, including activity codes, session limits, and group minimums and maximums. This enhancement also introduces more granular start time increments and session length options, allowing for more precise scheduling. These changes help ensure continuity when rules or policies change without the need to create new activity plans.
Note: This feature list is subject to change.
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