Genesys Cloud FedRAMP region – Features coming soon

Multi contextual panels

This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversations with full context visible at a glance.

WhatsApp outbound campaign schedules

Administrators can now schedule outbound digital WhatsApp campaigns and can set start and stop times for campaigns in advance. This feature helps to improve operational efficiency by automating campaign timing and simplifying daily management.

Profile panel support for workitems

Agents can now create a new external contact or search for and link an existing contact to a workitem directly from the Profile panel interface. This update supports scenarios where a workitem is not yet associated with a customer and helps agents connect work to the right contact when handling tasks. By linking workitems to external contacts, agents and supervisors contribute to a more complete customer journey view within Genesys Cloud and gain richer customer context during task handling. Also, administrators can now configure whether agents can link workitems to contacts from any division or only from the workitem's division. This provides organizations with greater flexibility and control over how external contacts are managed across divisions.

Conditional group activation based on real-time metrics

Administrators can now use Conditional Group Activation (CGA) to dynamically activate or deactivate agent groups based on real-time queue metric thresholds. CGA helps expand the available pool of agents for a given queue without negatively affecting key performance indicators (KPIs) of the queues from which agents are shared. CGA runs in the background at regular intervals, regardless of new interaction arrivals, and supports multiple conditions and condition sets per rule. CGA also integrates with routing methods to enable interaction-level agent selection, enhancing the flexibility and precision of agent assignment beyond what was possible with conditional group routing alone. This feature supports more efficient workload distribution while helping maintain service level targets across queues.

Improved native voice transcription for English

Genesys Cloud improved native voice transcription to better handle industry-specific language in English dialects, including healthcare, finance, and travel industries.

Customizable summaries in AI Studio

Administrators can now customize how summaries appear in Agent Copilot. These configurations customize the summaries that Agent Copilot generates, including level of detail, custom insights, formatting, PII avoidance, and other insights. This feature helps reduce after call work (ACW), and if combined with accurate transcription, allows for more precise capture of the interaction and a faster way for supervisors or quality managers to review an interaction. This feature is currently only available for all English dialects and Spanish ES-US.

Microsoft Dynamics 365 data actions integration new credential type

Administrators can now choose between a client secret and a client certificate as the credential type for the Microsoft Dynamics 365 data actions integration. When they register an application in the Microsoft Entra Admin Center, administrators can generate either a client secret or upload a trusted certificate. After registration, administrators select the appropriate credential type when they configure the integration to enable secure access to Microsoft Dynamics CRM data. Previously, basic authentication via a username and password was managed through Microsoft Entra administrator. As Microsoft enforces multi-factor authentication and deprecates basic authentication, this enhancement ensures continued functionality of data actions without requiring that customers republish existing actions or flows.

Enhanced knowledge suggestions in Genesys Agent Copilot

Genesys Cloud improved the relevance of knowledge article suggestions by refining search queries before processing search results. Non-essential elements such as stop words, greetings, and conversational phrases, are filtered out to reduce noise and improve precision. This update enhances auto-suggestions in Agent Copilot by delivering more accurate results to agents without changing how they interact with search.

Deprecation: Removal of Webhooks integration for chat notification

Genesys Cloud ended chat-based webhook integrations support for the following third-party systems:

• Bitbucket
• GitHub
• Jenkins
• JIRA
• PageDuty
• Pivotal Tracker
• StatusPage
• Trello
• UserVoice
• Zendesk

Administrators cannot install new instances of these integrations, existing instances of these integrations no longer work after the effective date, and Genesys will eventually remove these integrations from your organization. While this deprecation announcement does not currently impact the generic webhook integration, its deprecation is anticipated in the future. Customers must migrate from using webhooks integration for chat notification to Webhooks for Events integration in Genesys Cloud and send chat notifications using workflows.