Genesys Cloud Archive - July 2025
List of the Genesys Cloud release notes published in July 2025.
Employee productivity
- Multi contextual panels
- Enable focus mode for agent apps
- Improved Collaborate chat read and unread message sync
- Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian
Customer engagement
- Access and promote external contacts directly in Architect
- Internal article linking within the knowledge base
Data, analytics, and reporting
- Search transcript content up to 90 days back
- Improved native voice transcription readability for Portuguese
- Exclude existing topics and phrases from topic mining
- Manage expiring and expired exports in the scheduled exports view
Self service and automation
- Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
Workforce engagement
- Set limits on shift types and weekend work in schedules
- Increased number of AI-scored questions allowed in evaluation forms
Employee productivity
- Multi contextual panels
Customer engagement
- Configurable outbound routes now available for customer first callbacks
Self service and automation
- Knowledge workbench V2 accessibility improvements
- Introducing Virtual Agent performance dashboard
- New metrics for Architect bot and digital bot flows in the Optimization dashboard
- Enhanced AI-powered slots for virtual agents
Workforce engagement
- Unlimited archived recording restorations
Deprecations
- Deprecation: Update a user’s presence without permission restrictions
- Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
Employee productivity
- Multi contextual panels
- Improved Collaborate Chat read and unread message sync
Data, analytics, and reporting
- Recover deleted dashboards from summary and owner pages
- Flow Outcomes and Milestones now available in Journey Management
Employee productivity
- Multi contextual panels
- Call forwarding enhancements with group search functionality
Account management
- Audit SAML authentications
- Increased SSO integrations allowance per identity provider
Customer engagement
- Messenger individual application provisioning and configuration redesign
- WhatsApp’s per message pricing update
Workforce engagement
- Policy-based station-side call recording
- Evaluation data access via consolidated reporting views
- Extended workforce management time-off submission window and management unit fixed date settings
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification
