Genesys Cloud FedRAMP region release notes

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View current and past releases	Genesys Cloud release schedule
View Genesys Cloud’s next release	Features coming soon
View feature and platform updates and feature retirements	Announcements
View the Genesys Cloud developer forum	Genesys Cloud Developer Forum
View diagnostic logs	Troubleshoot using the Genesys Cloud Operational Console

Customer engagement

Introducing email campaigns
API for phone numbers update in scheduled callbacks

Data, analytics, and reporting

Custom calculations in performance views
AI summaries for the agent side of a conversation

Open platform

Audio Connector integration in Architect secure call flows

Customer engagement

Access audit events for external contacts via audit API
Outbound dialing additional rule conditions system disposition codes
File attachment support via URL for Architect digital bot flows

Data, analytics, and reporting

Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
Journey management Knowledge and Virtual Agent events

Workforce engagement

Workforce Management (WFM) support for ACD routed workitems

Customer engagement

Append outbound campaign performance statistics to the Campaign Performance view
Authenticated session duration for secure mobile sign-ins
Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

Category aggregate data in analytics metrics
Trigger process automation based on topics, sentiment, or empathy

Employee productivity

Links to Genesys Cloud group chat room video sessions

Workforce engagement

Configure GCBA with Microsoft Edge native messaging

Deprecations

Deprecation: agent assistance

Employee productivity

Multi contextual panels
Call history enhancements for group calls

Customer engagement

Improved keyword precision for SMS
Support for mobile push notifications for unread message alerts
Assign segments to external contacts for up to 30 Days
Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support

Data, analytics, and reporting

Interaction category creation support for Korean and Japanese languages
Programs, topics, and phrases support for Korean and Japanese languages

Open platform

Configure alerts for Operational Console events

Self service and automation

Knowledge bases with content search available in Architect bot flows and digital bot flows

Workforce engagement

Schedule coaching and learning sessions with greater flexibility

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.