| Deprecation: Ability for administrators to log in using user name and password only |
 Deprecation |
2025-11-10 |
2026-02-09 |
| Deprecation: Token Implicit Grant (Browser) option for OAuth authorization |
Deprecation |
2025-11-10 |
2026-03-09 |
| Enhanced filter panel in Performance views |
 UI/UX |
2025-11-10 |
- |
| Genesys Cloud: Enhancing the new navigation experience with improved accessibility in the user settings menu |
UI/UX |
2025-11-10 |
- |
| Improved data table component for Performance views |
UI/UX |
2025-11-10 |
- |
| Multilingual Agent Copilot support for queues with multiple languages |
UI/UX |
2025-11-10 |
|
| Accessibility improvements for the โStart a conversationโ modal |
UI/UX |
2025-11-03 |
- |
| Automated completion of AI-answered agent evaluations |
UI/UX |
2025-11-03 |
- |
| Improved bulk metric exports in Analytics Performance views |
UI/UX |
2025-11-03 |
- |
| Operational Console shows CPS limit events |
 Platform |
2025-11-03 |
- |
| Surfacing the current active customer intent on the agent UI |
UI/UX |
2025-11-03 |
- |
| New adherence widget in agent overview screen |
UI/UX |
2025-10-27 |
- |
| Predictive routing throughput performance report |
UI/UX |
2025-10-27 |
- |
| Collaborate Activity Stream added to top-level menu |
UI/UX |
2025-10-16 |
- |
| Genesys Cloud Voice and BYOC Cloud Usage report |
UI/UX |
2025-10-13 |
- |
| Predictive routing throughput performance report |
UI/UX |
2025-10-13 |
- |
| Deprecation: Genesys Cloud SSO certificate expiry |
Deprecation |
2025-10-06 |
2025-12-10 |
| Structured form messaging for Apple Messages for Business |
UI/UX |
2025-09-22 |
- |
| User-level caller ID selection for non-acd calls |
UI/UX |
2025-09-22 |
- |
| Disaster recovery routing for Genesys Cloud Voice traffic |
Platform |
2025-09-15 |
- |
| Agents can define their own unavailable times for scheduling |
UI/UX |
2025-09-08 |
- |
| Deprecation: Agent assistance |
Deprecation |
2025-09-01 |
2026-01-31 |
| Revised BYOC trunk metrics to support call session service |
Platform |
2025-09-01 |
- |
| Apple Messages for Business |
UI/UX |
2025-08-18 |
- |
| Automatic handling of inactive messaging interactions |
Platform |
2025-08-18 |
- |
| Dark and light theme selection for dashboards in analytics workspace |
UI/UX |
2025-08-11 |
- |
| Deprecation of Pointillist |
Deprecation |
2025-08-11 |
2026-07-31 |
| Deprecation: Mobile Messenger legacy Android and iOS code removal |
Deprecation |
2025-08-11 |
2026-01-19 |
| Workforce management user rules for dynamic user groupings |
UI/UX |
2025-08-11 |
- |
| Enhanced self-service with List Picker in Genesys Cloud |
UI/UX |
2025-08-04 |
- |
| Support for Apple Pay Messaging in Genesys Cloud conversations |
UI/UX |
2025-08-04 |
- |
| Support for iMessage Apps in digital bot flows |
UI/UX |
2025-08-04 |
- |
| Deprecation of contact.mergeOperation field in External Contacts API |
Deprecation |
2025-07-21 |
2025-11-17 |
| Deprecation of current External Contacts Merge Endpoint |
Deprecation |
2025-07-21 |
2025-11-17 |
| Reprocess interactions in speech and text analytics (STA) |
UI/UX |
2025-07-21 |
- |
| Genesys Cloud to enable answering calls from desktop or browser notifications |
Platform |
2025-06-30 |
- |
| Easier call handling from notifications in Genesys Cloud |
UI/UX |
2025-06-09 |
- |
| Conversation Attribute Schema Management interface |
UI/UX |
2025-06-02 |
- |
| Summary chart included in .pdf export |
UI/UX |
2025-06-02 |
- |
| Administrator control restricts emoji use in agent messaging |
UI/UX |
2025-05-12 |
- |
| New Genesys Cloud Administrator menu category |
UI/UX |
2025-05-12 |
- |
| Simplified organization switching coming to Genesys Cloud |
Platform |
2025-05-05 |
- |
| Agent greetings for ACD voice calls |
UI/UX |
2025-04-28 |
- |
| Enhanced voice consult experience and new digital warm transfer feature |
UI/UX |
2025-04-28 |
- |
| Genesys Cloud Resource Center moves to a new URL with navigation and accessibility improvements |
UI/UX |
2025-04-28 |
- |
| More granular control over agent transfer permissions |
Platform |
2025-04-21 |
- |
| Upcoming release of new usage query service with expanded data access and pagination |
Platform |
2025-04-21 |
- |
| Improved email UI from the Admin menu |
UI/UX |
2025-04-15 |
- |
| Deprecation: Genesys Enhanced TTS โ Microsoft Azure and Google Voices |
Deprecation |
2025-04-14 |
- |
| Changes to SMS Messaging in Iran |
Platform |
2025-03-31 |
- |
| Support for SMS Messaging in the Philippines |
Platform |
2025-03-31 |
- |
| Deprecation: BYOC Cloud SIP TLS ciphers |
Deprecation |
2025-03-24 |
2026-03-09 |
| Deprecation: Billing and usage APIs and User Interface |
Deprecation |
2025-03-10 |
|
| Deprecation: BYOC-Premises โ Genesys Hardware Solution |
Deprecation |
2025-03-01 |
2026-12-01 |
| New interaction window for embedded clients |
UI/UX |
2025-02-24 |
- |
| OAuth client secret no longer visible after creation |
UI/UX |
2025-02-10 |
- |
| Enhancing data sovereignty with New Relic EU data center adoption |
UI/UX |
2025-01-27 |
- |
| Telephony Admin UI: Cloud media visibility update |
UI/UX |
2025-01-20 |
- |
| Upcoming changes to AI Experience tokens and speech and text analytics |
UI/UX |
2025-01-20 |
|
| White label branding for PDF exports |
UI/UX |
2024-12-23 |
- |
| Customer owned WhatsApp business account transfer in Genesys Cloud |
Platform |
2024-11-04 |
- |
| Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Bot |
Deprecation |
2024-11-04 |
2027-05-31 |
| New Multi-Factor Authentication (MFA) device options |
UI/UX |
2024-09-16 |
- |
| Deprecation: Current Open Messaging Inbound Endpoint |
Deprecation |
2024-06-24 |
2026-03-02 |
| Division-specific role assignments |
UI/UX |
2024-05-13 |
- |
| UI updates for the people configuration and settings pages |
UI/UX |
2024-01-10 |
- |
