Genesys Cloud – September 28, 2026

Administrators can now view real-time concurrent call-session (CSS) usage and configured capacity for cloud media at the organization level. The view shows the current number of active cloud media sessions alongside the capacity limit, which is based on a configurable outer threshold and refreshes regularly. This visibility helps telephony administrators monitor media load during busy periods, plan capacity changes, and more quickly diagnose issues when call volume approaches session limits.

Users can now add external contacts to a personal favorites list in the Contact Management UI. Users can add or remove favorites from the contact list and contact profile, filter the list to view favorite contacts only, and view or change favorite status in the Profile Panel during interactions. Each user can maintain up to 100 favorite external contacts and can manage their own favorites without additional permissions.

Supervisors can now access and manage workitems more efficiently with an enhanced Workitem Details experience. Supervisors can open the preview directly by clicking the workitem name in the list and update key attributes, including assignee, priority, and due date, without returning to the list view. Workitem Details also displays additional contextual information, including skills, languages, external contact, and reporter details, helping supervisors review and manage workitems with less navigation and context switching.

Administrators can now enable the Requesting Off Queue presence status to allow agents with active interactions to request an off-queue status, such as Break or Meal, without immediately transitioning to that status. While Requesting Off Queue is active, agents remain On Queue for presence, reporting, and workforce management adherence purposes but do not receive new ACD interactions. After all active interactions and after-call work are complete, Genesys Cloud automatically transitions the agent to the requested off-queue status. This feature helps improve reporting and adherence accuracy and prevents time spent completing active interactions from reducing an agent’s scheduled break or other off-queue time.

Business administrators can now view external event schemas and event configurations in the Genesys Cloud admin UI. This first iteration provides visibility into events and schemas created through the External Event Ingestion API, helping administrators track readiness for use across Genesys Cloud while reducing the complexity of onboarding external event data.

Flow authors can now create, retrieve, and update custom conversation attributes natively in Architect bot flows and digital bot flows. This feature reduces reliance on data actions for managing custom conversation attributes, simplifying flow design and reducing the likelihood of API rate-limit issues. JSON data type and JSON editor support are also available in these flow types, providing a consistent way to work with structured JSON data in Architect.

Administrators can now enable screen recording for agents who use Genesys Cloud on managed ChromeOS devices. Screen recording uses the Genesys Cloud WebRTC Media Helper isolated web app (IWA) to capture agent screens during supported interactions. Existing screen recording policies and permissions also apply to ChromeOS, allowing organizations that use managed ChromeOS devices to include agent screen activity in their existing quality management processes.

Administrators can now use enhanced auto-answer capabilities for eligible voice and digital interactions in CX Cloud. Genesys-controlled auto-answer provides more granular control over when auto-answer applies, including by queue, campaign, user or agent group, and interaction type. For eligible outbound campaign voice interactions, CX Cloud can trigger auto-answer earlier in the interaction lifecycle to help reduce connection latency. Agents also receive an on-screen notification when an eligible voice interaction is automatically answered, with available caller and interaction information to help them begin the conversation.

Agents can now access and manage group voicemails alongside personal voicemails directly within the CX Cloud inbox in Salesforce. Agents can receive notifications for new group voicemails, listen to recordings, mark messages as read or unread, and filter the inbox by voicemail type or read status. This enhancement also allows agents to forward personal and group voicemails to another user or queue and add notes, helping agents manage voicemail follow-up more efficiently without switching to Genesys Cloud.

Agents can now manage agent-first callbacks within the Unified Experience from Genesys and ServiceNow. Agents receive alerts for assigned callbacks and can answer or decline them, select a customer number, and initiate the corresponding voice call directly from their workspace. They can also transfer callbacks, retain them for additional call attempts, and close callbacks when the interaction is complete, providing a more streamlined callback workflow with less context switching.

Agents in ServiceNow Unified Experience can now initiate wrap-up while a voice call is still active when agent-requested wrap-up is configured for the queue. This feature allows agents to begin completing wrap-up activities, including notes and wrap-up codes, before the call ends, helping to reduce post-call handling time and improve efficiency. This capability is available in the ServiceNow CSM, ITSM, and HRSD workspaces.

Agents can now move their scheduled meal and break times to alternative times within the same day. Genesys Cloud provides available times that accommodate the change without negatively impacting service level. Agents can select and confirm a new time, and when the change is auto-approved, Genesys Cloud immediately updates the agent’s schedule. Administrators can control access through permissions and configure approval behavior at the management unit level.

Administrators can now create, update, and delete unavailable times on behalf of agents through the Genesys Cloud API. This feature enables organizations to centrally manage agent availability while preserving existing unavailable time behavior and scheduling constraints. Access is controlled through a new permission that can be scoped by business unit, management unit, and division.

On October 1st, 2026, Genesys Cloud will end support for the existing agentic virtual agents model. Customers should test and transition their agentic virtual agents to the latest model available before this date. Customers who do not transition within the 30-day opt-in period will be automatically migrated to the new model.