Genesys Cloud – October 12, 2026

Administrators can now configure whether an agent is reserved before initiating an outbound customer-first callback or after the customer answers. This feature allows organizations to balance immediate agent availability for high-touch interactions with optimized agent utilization for standard callback scenarios.

Supervisors can now view more accurate workitem performance data in the Agent Workitems Performance and Queue Workitems Performance views. Genesys Cloud renames the existing Answered metric to Answer Attempted to represent workitems for which an agent attempted to respond, including those that were declined or timed out, and introduces a new Answered metric that counts workitems actually accepted by an agent. This update provides clearer workitem performance data to help supervisors assess team performance and identify coaching opportunities.

Administrators and bot authors can now use list pickers in Architect digital bot flows for Mobile Messenger interactions. When a bot presents a list picker, Mobile Messenger users can open the list and select one or more predefined options instead of entering a free-text response. After users submit their selections, Mobile Messenger displays the selected options in the conversation. This capability gives mobile users a faster way to provide structured responses and helps bot authors limit responses to valid predefined choices, reducing ambiguity and unnecessary free-text input.

Analysts can now compare up to two metrics in a single Journey Management chart. Supported combinations include two numeric attributes or a numeric attribute with a customer or event count. Each numeric metric can use its own aggregation, such as average, sum, minimum, or maximum. Charts also support separate Y-axes for metrics with different scales, making it easier to compare related journey metrics in one chart instead of creating separate charts.

Administrators and analysts can now use the Effort Score dashboard in Journey Management to measure customer effort based on observed interaction behavior. Genesys Cloud calculates an organization-level effort score and groups results into effort segments. Analysts can view effort trends, filter results by time period and effort segment, and see the relative contribution of individual effort factors. This feature helps analysts identify which behaviors contribute most to customer effort without relying solely on survey responses.

Agents can now use Agent Copilot to generate on-demand, AI-powered summaries of email interactions. This feature provides concise summaries of long, multi-message, or multi-agent email conversations, helping agents quickly understand customer context, key decisions, resolution status, and follow-up actions without reading the entire conversation history. Agents can regenerate summaries as the conversation progresses to get an updated view of the interaction.

Associate users can now receive and respond to SMS ACD interactions directly from the Genesys Cloud Associate mobile app. This feature enables associates to manage SMS conversations from their mobile devices with automatic interaction acceptance, threaded conversation history, and support for MMS images. Associates can also start outbound SMS conversations and complete wrap-up activities when configured.

Associate and Communicate users can now view existing transcriptions for personal and group voicemails across supported Genesys Cloud web, desktop, and embedded experiences. Administrators can control transcript visibility through the Voicemail Transcriptions organization setting, which now applies to ACD, personal, and group voicemails. This feature helps users quickly review voicemail content without listening to the recording.

Administrators can now capture and persist metadata from the first inbound email of a customer interaction, including the subject, body, From, To, and CC/BCC addresses. This information can be used in customer-defined Architect flows to support priority-based and skill-based routing based on information such as subject keywords, sender details, recipient addresses, and email content. For inbound emails associated with ServiceNow CSM Workspace, the system can also automatically send an acknowledgment to the sender without requiring manual agent action.

Administrators can now access expanded IANA time zone options in Operating Schedule Group and Site settings. This update allows new or updated time zone identifiers from the underlying IANA time zone database to become available without requiring separate Genesys Cloud product updates. Existing Operating Schedule Group and Site configurations continue to function as before.

Agentic Virtual Agents authors can now enable preset conversation hooks that automatically inject turn-specific instructions when the platform detects agent or user repetition. Authors can customize the instruction text for each hook, helping improve conversation reliability and reduce reliance on prompt-only workarounds. Injected instructions apply only to the current turn.

AVA authors can now link virtual input variables to Knowledge tools, even when those values are not required by the underlying API. This feature enables authors to gate Knowledge tool execution on prior tool outputs, such as user authentication, helping enforce business processes and improve the reliability of tool orchestration without changing Knowledge API payloads.

AI Studio users can now set preconditions for tool inputs, enabling more precise control over when tools are called and how inputs are validated. This enhancement ensures that tools run only when defined conditions are met, prevents invalid inputs from being executed, and supports more consistent and reliable virtual agent behavior.

Administrators can now allow agents to add, edit, or delete a note when they create a shift trade request. Agents can use the note to provide additional context about the trade, such as the reason for the request or the types of shifts they are willing to accept. Administrators can review the note when approving or denying a request. Administrators can enable or disable shift trade notes to control whether agents can enter free-form information.