Genesys Cloud FedRAMP region – Features coming soon

Multi contextual panels

Attribute-based access control

Administrators can now enforce more granular access control within Genesys Cloud using the new attribute-based access control (ABAC), in addition to the existing role-based access control (RBAC) by allowing administrators to define more specific permissions. Administrators can prevent certain users, such as supervisors, from granting themselves or others higher-level roles like master admin. In addition, administrators can now restrict users from changing certain profile fields, such as contact details, unless they have supervisor or admin permissions. This feature is useful for maintaining the integrity of contact center workflows and ensures that agents and other users cannot inadvertently alter critical data. ABAC also provides flexibility for future use cases, where admins can apply custom access restrictions to meet their business or security needs.

Introducing outbound WhatsApp campaigns support

Administrators can now create and manage outbound WhatsApp campaigns within Genesys Cloud. This feature allows businesses to send personalized, large-scale WhatsApp messaging campaigns using pre-approved message templates. Administrators can control campaign execution and monitor the status of both completed and ongoing campaigns. Also, campaign data can be viewed in the Interaction view, Campaign Performance Summary, and Campaign Performance Detail views, offering a comprehensive view of campaign performance. This feature extends outbound messaging capabilities by enabling businesses to set up campaigns with pre-approved message templates and equips administrators with more control over the execution and progress of campaigns.

Analytics agent activity API filter and sort agents based on conversation activity

Administrators can now use the new analytics agent activity API to monitor agents’ real-time conversation activity with greater flexibility. This API provides detailed data on agents’ current conversations, such as their assigned division, language, queues, skills, after-call work, media type, and more. Supervisors can filter and sort the agent list based on various conversation states. In contrast to previous methods that required manual oversight and limited filtering options, the API allows supervisors to focus on agents handling specific conversation types in real time. Key features of the API’s initial phase include:

• Filter agent data by division, queue, skill, manager, and specific agent IDs.
• Access conversation data such as segment type, for example, dialing, hold, interact; routing skill; language; inbound or outbound direction, and media type.
• Sort the agent list by criteria like agent name, segment start time, session start time, and manager.
• Retrieve detailed metadata for each agent and their active conversations.

Agent Timeline Detail view

Administrators can now use the new Agent Timeline Detail view to provide supervisors with a comprehensive visual representation of the conversations that their agents handle. This feature offers a more complete look at an agent’s activities by showing their primary, secondary, and routing statuses. Supervisors can also see how voice conversations are interwoven with multiple simultaneous digital interactions, all within a single view. This new feature helps improve visibility into agent activities, making it easier for supervisors to track and manage workflows. The Agent Timeline Detail view uses data already available in the Genesys Cloud APIs, which makes it easy to access and view within Workspaces. This addition is especially beneficial for supervisors who want a clear understanding of their agents’ day-to-day interactions without relying on third-party products.

Conversation details for agents

Administrators can now use Architect to configure a conversation details panel for agents, which provides them with essential conversation information throughout the entire engagement cycle, before the interaction is accepted, after it has been accepted, and during wrap-up. The panel displays two main cards: one for conversation participants, and another for a brief summary of the contact profile, when available. This feature allows agents to quickly access relevant context, helps them to efficiently address customer requests, and reduces the time spent gathering information during an interaction

Retrieve Estimated Wait Time (EWT) by label

Supervisors can now use the Estimated Wait Time (EWT) API to retrieve EWT for specific labels within a queue and media type: GET /api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime. This update introduces an optional query parameter for labels to the existing API. This enhancement helps supervisors monitor wait times more accurately for different categories of interactions. For example, they can now retrieve the EWT for all emails labeled as Billing. By including labels in EWT calculations, businesses gain better insights into wait times for specific types of interactions, helping to optimize resource allocation.

Prevent agents from staying on queue without a selected station

Administrators can now remove the Telephony > Phone > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue. Previously, agents could go on queue, deselect their station, and remain on queue without taking calls. This change helps improve queue integrity by ensuring that only agents with an active station can remain available for interactions.

Interactive charts for journey analysis

Administrators can now create and manage up to 10 interactive charts within the Journey Analysis canvas to gain a better understanding of event trends and customer behavior patterns. This feature enables administrators and supervisors to analyze trends over time, track progress, and explore relationships between variables with data that is consistent with existing journey queries. 

Add or remove individuals from automatic development and feedback modules assignment

Administrators can now manage automatic assignments for development and feedback modules at the individual level, even if those individuals do not have access to groups or ACD skills. This feature makes it easier to manage individuals from group-level training assignments without requiring additional permissions. With this new capability, administrators can adjust assignments directly from the Module Assign view or the Agent Development view, ensuring training remains relevant to each individual’s current responsibilities.

Query jobs API typeId as a primary filter and increased filter limits

Administrators can now use typeId as a primary filter in the query jobs API with both EQ (equals) and IN (includes) operators. This enhancement allows more precise filtering of work items based on their work type. Also, administrators can now apply up to 100 key values in queries, expanding the previous limits for statuses, queues, and custom attribute values. These improvements make it easier to retrieve specific work items and customize queries to fit various use cases.

Gamification Contests

Supervisors can now set up contests within or across teams to encourage agent engagement and drive improvements in key performance indicators (KPIs). Contests offer a gamified way to motivate agents by providing incentives and clear goals based on performance measures. Supervisors can create contests tailored to their team’s and business needs by choosing key metrics to emphasize and by recognizing top performers. Agents can see which contests they are participating in, understand the rules, and track their progress. Performance administrators also have visibility into ongoing contests across the organization, allowing them to provide support as needed.

Filter customer journey data using numbers

Journey Management administrators can now use number filters to define customer journeys with more precision. This enhancement allows journey analysts to apply filters based on numeric data, such as time durations or specific numeric values, in addition to the previously available string-based filtering options. This feature helps analysts gain deeper insights into customer behavior by enabling detailed analysis of scenarios such as how long it takes for customers to resolve issues or how certain numeric thresholds impact their movement through journeys. With this added flexibility, organizations can better identify trends and opportunities to improve customer experiences.

Journey Management date range configuration

Journey Management users can refine the date range in their journey queries. They can choose from preset date ranges, such as yesterday or the last 30 days, or customize a specific date range up to the last 365 days. This feature enables the organization to refine their analysis by aligning journey data with other reporting tools, effectively benchmark results, and gain more relevant customer journey insights.

Improved attribute lists view for Journey Management events

Genesys updated the attribute lists view for events in Journey Management. The updated design includes full attribute lists for knowledge, intents, and languages, and bot-specific attribute selection for intents and languages. Also, partial and case-insensitive search capabilities allow users to navigate long attribute lists without the need to manually enter or remember exact values. These enhancements help streamline workflows and makes it easier to filter and analyze Journey Management data.

Journey Management filter and display options

Administrators can now enable Journey Management search filters journeys based on wrap-up, agent, and bot names directly within the journey analyzer. This feature allows users to include or exclude attribute values more intuitively by selecting display names, which helps simplify data selection and analysis. With this update, users can see clear and recognizable labels for wrap-up, agent, and bot names directly on charts, and event cards within the journey canvas. This improvement enhances the visual clarity of charts and enables users to make faster, more informed decisions as they analyze and manage customer journeys. 

Insert a new event between two existing events in Journey Management

Journey management administrators can now insert a new event between two existing events in a journey. The canvas automatically adjusts the positioning of other events to fit the new event. This enhancement helps users add extra context to journeys without removing or rearranging existing events manually. Previously, users needed to delete and reposition events to add a new event in between events. Now, users can drag an event from the event list and place it between two existing events. This feature provides greater flexibility when building complex journeys or refining journey templates.

Complex journeys persist in post calculation sequenced path order on Journey Management

Administrators can now ensure that event cards in journey management persist in the same order as they were constructed, even after the journey is calculated, saved, or retrieved later. This enhancement provides a clear and logical sequence for viewing results in journeys with multiple paths and simplifies the management and review of large, complex journeys that contain up to 20 branches. The event card order remains consistent, which helps users better understand and analyze journey outcomes.

Deprecation: Amazon Lex V1 bot integration

On September 15, 2025, Genesys will remove all support and availability for the Amazon Lex V1 bot integration. Amazon announced that Amazon Lex V1 will reach end-of-life (EOL) by September 15, 2025. Genesys Cloud customers can continue to use this feature until the EOL date.