Genesys Cloud FedRAMP region – Features coming soon

Multi contextual panels

Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.

Retention of library selection in the Canned Responses admin page

Genesys Cloud now retains the previously selected library when administrators use the Create Another option to add multiple canned responses. Also, any applied filters or search input remain in place until the user manually clears them. This enhancement improves the workflow by reducing repetitive steps, improving efficiency when creating multiple responses within the same library.

Updated pricing for Social Direct Messages, SMS, and agent-less outbound email

Genesys Cloud introduces a new pricing model for select digital channels to offer more transparent and flexible billing. Social Direct Messages (DMs) now use per-message metering instead of per-conversation billing. This change helps align costs more closely with actual usage and supports token-based payments for consistency across digital offerings. SMS pricing has also been revised to reflect current market conditions more accurately. Also, committed volume usage discounts are now available for Social DMs, SMS and BYO SMS, and agent-less outbound email, helping organizations optimize spending as usage scales. These changes support a simplified and consistent pricing approach across Genesys services, and help drive digital channel adoption with more competitive and understandable pricing structures. This update applies only to DMs, SMS, and email. Other digital channels like open messaging, web messaging, co-browsing, and video are not affected.

Enhanced email administration user interface

The Genesys Cloud email administration interface now features an improved design that enhances usability. The updated interface streamlines the layout, improves the visual style, and provides a more intuitive and user-friendly experience for administrators. This change does not affect existing functionality.

Configurable X integration sizes and new entry size

Administrators can now configure the size of the X (formerly Twitter) integration when setting up a new connection and also adjust the size of existing X integrations directly within the platform. This feature helps improve flexibility and control when setting up or maintaining X messaging capabilities.

Send and receive media through X (formerly Twitter) channel

Agents can now receive inbound video and GIF attachments through the X (formerly Twitter) Direct Messaging channel. Additionally agents can send outbound images, videos and GIFs on X Direct Messaging and Public Social responses. This feature enables organizations to maintain a consistent customer experience across direct messaging channels.

Genesys Cloud for X (Twitter) Direct Messaging integration

Administrators can now use the Genesys Cloud for X (formerly Twitter) Direct Messaging as a native messaging channel in Genesys Cloud. This integration allows agents to respond privately to customer messages sent to an organization’s X business account, supporting both direct conversations and public posts that transition into private conversations. With this update, Genesys Cloud provides built-in support, simplifying setup and management while keeping customer interactions within the platform’s native messaging framework.

AI Insights at a glance

Genesys Cloud now includes AI-generated summaries that highlight the reason for contact, resolution status, and follow-up action items for each customer interaction. This feature helps supervisors and business analysts quickly understand what happened during a call without reading full transcripts or listening to recordings. AI Insights identifies the main reason a customer reached out (for example, billing, support, or cancellations) and clearly marks whether the issue was resolved. It also flags any follow-up steps, like sending confirmations or escalating a case. AI Insights help supervisors detect trends, address unresolved issues, and coach agents more effectively. Business analysts also have access to the context they need to recommend improvements to processes, training, and services.

New digital response time and engagement metrics

Genesys Cloud introduces these new digital response time and engagement metrics to improve visibility into digital conversation activity:

• Agent response turn time
• Customer response turn time
• First agent response
• Time to first agent response
• First customer engagement
• Time to first customer engagement
• Message turn counts

Supervisors and contact center managers can now view the time the agents take to respond to each new customer message and the time the customers take to respond to each new agent message. These metrics help the supervisors and contact center managers to get a holistic view of the time taken for digital messaging interaction and how quickly the customers can contact the agent.

On demand voice and digital transcript translation

Administrators and supervisors can now use the Translate button on the Interaction Details page to translate interaction transcripts on demand. This feature helps supervisors and contact center managers quickly analyze and understand interactions in different languages without the need for external translation tools. When enabled, this feature allows supervisors to convert transcripts from voice, chat, digital messages, or emails into their preferred language. The translation appears directly beneath the original transcript, making it easier to review conversations in multiple languages.

Agent Copilot summary API metrics and edited summaries

Administrators can now track how agents interact with AI-generated summaries using the Agent Copilot Summary Analytics API. This feature includes metrics for how often summaries are presented, edited, submitted, copied, and the amount of positive and negative feedback that agents provide. The API also tracks AI-predicted wrap-up code submissions. In addition, the Agent Copilot Summary Conversation API now includes edited summaries, along with associated reason and resolution fields, which helps to ensure that CRM systems receive both the original AI-generated summary, and any agent changes. These updates give supervisors more visibility into how agents use Copilot summaries and help support monitoring, reporting, and coaching efforts. Agent Assist summaries are not included in this update and will be addressed separately.

Fax interface update

Genesys Cloud improved the fax user interface. This update brings the fax UI in line with current development standards and helps support faster, more efficient delivery of future enhancements. By updating the architecture without changing the user experience, this release lays the groundwork for more responsive and maintainable improvements going forward. This update has no impact on existing functionality.

Multiple answer selection in evaluation form questions

Administrators can now enable multiple answer selection using the new multi-select question type. This update helps administrators design more accurate and flexible assessments by letting evaluators select more than one response from a predefined list. Previously, multiple choice questions only allowed a single answer. With multi-select support, form creators can reduce redundancy and better reflect real-world evaluation criteria. This update also helps streamline form design and makes responses easier to interpret.

Deprecation: Workforce management historical data delete job API endpoints

Genesys deprecated the following workforce management historical data import delete job API endpoints:

• POST /api/v2/workforcemanagement/historicaldata/deletejob
• GET /api/v2/workforcemanagement/historicaldata/deletejob
Genesys replaced these endpoints with updated versions that support bulk operations and improved job management:

• POST /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs
• GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs/{jobId}
• GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs

Genesys recommends that developers update their integrations to use the new endpoints to ensure continued functionality.