Genesys aims to provide customers with timely information about feature and platform updates and feature retirements. This article includes a categorized record of user interface and user experience (UI/UX), platform, and deprecation updates. For a detailed explanation of announcements, see Announcement types.

The default view of the following table displays all active announcement types. Explore different tabs to view specific announcement types and past announcements.

Details Type Announced on
(YYYY-MM-DD)
Planned effective date
Details Type Announced on
(YYYY-MM-DD)
Planned effective date
Advanced filtering and column improvements for the Work Automation list view UI/UX 2024-06-10 TBD
Deprecation: Removal of ACD Web Chat (version 2) Deprecation 2024-06-10 2025-06-11
2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP Deprecation 2024-05-28 2024-08-26
Deprecation: BYOC Premises Edge Remote Survivability Deprecation 2024-05-27 2024-11-27
Canned responses agent panel UI/UX 2024-05-20 TBD
Audit data retention period Platform 2024-05-13 TBD
Agent status view with secondary status indicators UI/UX 2024-05-13 TBD
Division-specific role assignments UI/UX 2024-05-13 TBD
Genesys Cloud transfer features update Platform 2024-05-13 TBD
Japanese translation of Export reports inconsistency Platform 2024-05-13 TBD
Dictionary management UI/UX 2024-04-22 TBD
Deprecation: Mobile Messenger SDK for React Native apps Deprecation 2024-04-08 2024-07-08
Advanced Architect execution data capabilities Platform 2024-04-01 TBD
Introducing Journey Analyzer for Genesys Cloud Journey Management UI/UX 2024-03-18 TBD
Agent messaging UI improvements UI/UX 2024-02-21 TBD
Collapsible cards in Architect actions UI/UX 2024-02-21 TBD
Refreshed email UI from the Admin menu UI/UX 2024-02-21 TBD
Dashboard UI updates UI/UX 2024-02-07 TBD
Deprecation: Legacy Co-browse and Screenshare Deprecation 2024-01-24 2025-01-27
Deprecation: Removal of ACD Web Chat (version 1) Deprecation 2024-01-24 2025-01-27
Deprecation: Google Agent Assist for Genesys Cloud Deprecation 2024-01-24 2024-08-31
UI updates for the people configuration and settings pages UI/UX 2024-01-10 TBD
Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication Deprecation 2023-12-13 2024-06-12
Agent UI multiple contextual panels UI/UX 2023-11-15 TBD
Updated UI representation for the Attach New Addresses’ Option in Message Routing option UI/UX 2023-10-12 TBD
Removed the chart at the top of the Subscription or Billing & Usage UI UI/UX 2023-09-13 TBD
Deprecation: Legacy alerting system Deprecation 2023-06-14 2024-07-01
Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions Deprecation 2023-03-15 2025-06-30
Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI Deprecation 2021-12-22 Removal date postponed
Deprecation: Auditing features in Documents Deprecation 2019-02-06 Removal date postponed

Review early announcements of upcoming changes that have significant impact on the Genesys Cloud user interface or to the user experience. When these features become generally available in production, release notes will communicate full details. 

Details Announced on
(YYYY-MM-DD)
Planned effective date
Details Announced on
(YYYY-MM-DD)
Planned effective date
Advanced filtering and column improvements for the Work Automation list view 2024-06-10 TBD
Canned responses agent panel 2024-05-20 TBD
Agent status view with secondary status indicators 2024-05-13 TBD
Division-specific role assignments 2024-05-13 TBD
Dictionary management 2024-04-22 TBD
Introducing Journey Analyzer for Genesys Cloud Journey Management 2024-03-18 TBD
Agent messaging UI improvements 2024-02-21 TBD
Collapsible cards in Architect actions 2024-02-21 TBD
Refreshed email UI from the Admin menu 2024-02-21 TBD
Dashboard UI updates 2024-02-07 TBD
UI updates for the people configuration and settings pages 2024-01-10 TBD
Agent UI multiple contextual panels 2023-11-15 TBD
Updated UI representation for the Attach New Addresses’ Option in Message Routing option 2023-10-12 TBD
Removed the chart at the top of the Subscription or Billing & Usage UI 2023-09-13 TBD

Details Announced on
(YYYY-MM-DD)
Effective date
(YYYY-MM-DD)
Details Announced on
(YYYY-MM-DD)
Effective date
(YYYY-MM-DD)
Subscription / billing aggregation figures 2024-05-02 2024-05-20
Export service notifications 2024-04-29 2024-06-03
Admin user interface enhancements 2024-04-15 2024-06-03
Enhanced outcome threshold solution 2024-04-15 2024-05-13
Workspace column selector refresh 2024-03-18 2024-05-06
Queue Segmentation for Canned Responses 2024-03-04 2024-05-27
Enhanced configuration and migration process for AudioHook Monitor 2024-02-28 2024-06-03
Time zone management in Genesys Cloud workspaces 2024-02-28 2024-04-15
Export panel UI improvements 2024-02-28 2024-05-20
Canned responses Admin UI refresh 2024-02-28 2024-05-06
Staffing groups for enhanced time-off management 2024-02-21 2024-03-11
Agent dashboard email component update 2024-02-14 2024-04-22
Enabling agents to create conferences 2024-02-07 2024-02-28
Utilization labels 2024-02-07 2024-03-11
Digital channels participant information update 2024-01-17 2024-02-21
Improved blind transfers for agent-to-agent digital interactions 2023-12-11 2024-01-10
Analytics workspace tabs update 2023-11-15 2023-12-20
Callback analytics improvements 2023-11-15 2024-02-27
Updated Workforce Management navigation menu 2023-11-08 2024-01-17
Updated journey tracking capabilities 2023-11-08 2023-12-13
Agent UI and workflow improvements 2023-02-09 2023-10-18
Updated Genesys Cloud screen iconography 2023-06-23 2023-07-08

Review the following table for information about Genesys Cloud deprecations, including breaking and non-breaking API changes, end of support for third-party software, and changes to permissions or configurations. For more information, see Genesys Cloud deprecation and removal process

Details Announced on
(YYYY-MM-DD)
Planned effective date
Details Announced on
(YYYY-MM-DD)
Planned effective date
Deprecation: Removal of ACD Web Chat (version 2) 2024-06-10 2025-06-11
2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP 2024-05-28 2024-08-26
Deprecation: BYOC Premises Edge Remote Survivability 2024-05-27 2024-11-27
Deprecation: Mobile Messenger SDK for React Native apps 2024-04-08 2024-07-08
Deprecation: Legacy Co-browse and Screenshare 2024-01-24 2025-01-27
Deprecation: Removal of ACD Web Chat (version 1) 2024-01-24 2025-01-27
Deprecation: Google Agent Assist for Genesys Cloud 2024-01-24 2024-08-31
Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication 2023-12-13 2024-06-12
Deprecation: Legacy alerting system 2023-06-14 2024-07-01
Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions 2023-03-15 2025-06-30
Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI 2021-12-22 Removal date postponed
Deprecation: Auditing features in Documents 2019-02-06 Removal date postponed

Details Announced on
(YYYY-MM-DD)
Effective date
(YYYY-MM-DD)
Details Announced on
(YYYY-MM-DD)
Effective date
(YYYY-MM-DD)
Deprecation: Smart Tags 2019-09-12 2019-10-16
Deprecation: Journey history data retention period change 2021-02-17 2021-05-26
Deprecation: Webhooks 2021-02-17 2021-05-19
Deprecation: Outcome limitation change 2021-04-21 2021-06-14
Deprecation: Select mappable customer traits 2021-05-19 2021-07-28
Deprecation: Journey Reporting Service 2021-06-30 2021-08-11
Deprecation: Website visitor count API change 2022-04-13 2022-08-17
Deprecation: Native X (formerly Twitter) third-party messaging channel 2024-03-11 2024-04-11
Deprecation: Removal of Adobe data actions integration 2024-02-14 2024-05-15
Deprecation: Pointillist Community feature 2023-12-20 2024-02-15
Deprecation: Genesys Cloud SSO certificate expiry 2023-12-13 2024-01-01
Deprecation: Current historical adherence query route 2024-02-07 2024-04-24
Deprecation: Native LINE third-party messaging channel 2023-11-01 2024-04-24
Deprecation: Removal of consult transfer controls from the interaction utility window in embedded clients 2023-10-05 2024-01-09
Deprecation: Active screen recordings UI 2023-09-07 2024-05-20
Deprecation: Outbound Search Audits view 2023-08-02 2024-03-11
Deprecation: CX digital agent workspace 2023-06-28 2023-08-30
CIDR IP address range expansion for cloud media services in new regions 2023-06-21 2023-11-01
Deprecation: Existing permission to view Live Now replaced by a new permission 2023-03-24 2023-06-21
Deprecation: Search Audits APIs 2023-05-10 2023-10-11
Deprecation: Search Audits view 2023-05-10 2023-08-15
Deprecation: Journey customer service 2023-05-10 2023-06-07
Deprecation: Static data actions for web service data actions integration 2023-03-15 2023-03-29
Deprecation: BYOC Premises – Customer VM Solution 2023-05-03 2024-01-20
Deprecation: former customer journey tab 2023-02-22 2023-04-26
Deprecation: Legacy Genesys Dialog Engine 2023-02-22 2023-07-17
Deprecation: Knowledge workbench V1 2023-02-23 2023-05-29
Deprecation: journeyCustomer cookie id from GDPR API subjects response contract 2023-02-22 2023-03-24
Deprecation: Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app 2023-01-25 2023-10-10
Deprecation: Select filters on journey event metrics 2023-01-25 2023-03-22
Deprecation: identify journey SDK method 2023-01-18 2023-01-31
Deprecation: OS Family attribute 2022-12-21 2023-01-18
API endpoint change for local key settings in recording service 2022-11-02 2023-02-01
Genesys Cloud SSO certificate expiry 2022-10-19 2022-12-13
CIDR IP address range expansion for cloud media services 2022-10-19 2023-03-01
Deprecation: Windows 7 support for the desktop app 2022-08-17 2022-12-21
Deprecation: Microsoft Edge Legacy browser support 2022-08-10 2022-12-07
API default profile change for gamification metrics 2022-06-22 2022-10-26
Deprecation: Canned reports 2022-06-22 2024-03-20
Deprecation: Non-consecutive time-off requests 2022-02-09 2022-05-04
Deprecation: Get Journey Sessions by Customer action 2022-01-19 2022-02-23
Deprecation: Removal of the horizontal script panel 2021-12-22 2022-03-09
Workforce management adherence notifications permissions change 2021-12-08 2022-04-27
API endpoint change for supported topic spotting dialects 2021-09-01 2022-02-02
Maximum calls setting for BYOC Cloud change 2021-08-25 2021-10-27
Recording service API metadata endpoint annotation deprecation 2021-07-28 2021-11-10
Deprecation: Remote station calling in the Collaborate app 2021-07-14 2021-11-03
Facebook Messenger HUMAN_AGENT message tag deprecation 2021-06-16 2021-07-02
Incoming non-voice interaction alert ringtone change 2021-05-26 2021-06-09
Deprecation: Keyword spotting endpoints 2021-04-28 2021-04-28
Deprecation: Coaching permissions change 2021-03-31 2021-04-28
Topics and programs audit events name change 2021-03-24 2021-06-16
Quality Management Audit API change 2021-03-21 2021-08-11
CIDR IP address range for cloud media services change 2020-11-04 2021-04-30
Replace call with voice in Sentiment Aggregates API change 2020-12-09 2021-02-10
Create Site API call attribute requirement change 2020-11-04 2021-02-03
Default word confidence change in speech and text analytics settings 2020-10-14 2020-11-18
Limit interaction history for external contacts and organizations to 365 days 2020-10-14 2021-01-13
Screen recording policy changes for Genesys Cloud CX 2 users 2020-10-07 2020-11-04
Deprecation: Genesys Cloud Ruby SDK 2020-09-30 2021-06-30
Deprecation: Export Media Types and Role real-time columns data into .csv files 2020-09-23 2021-01-13
Analytics Conversation Detail Endpoint API maximum record per query change 2020-09-09 2020-12-09
Analytics Conversation Detail Endpoint API query interval change 2020-09-09 2020-12-16
Analytics User Detail Endpoint API query interval change 2020-09-09 2020-12-16
Deprecation: Internet Explorer support for the Genesys Cloud embedded clients 2020-08-19 2020-10-21
Deprecation: Skype for Business integration 2020-08-12 2021-07-31
Deprecation: TLS 1.1 protocol 2020-05-13 2020-07-29
Screen recording, evaluations, and surveys permissions change 2020-05-06 2020-06-24
Deprecation: Contact Center dashboard 2020-03-04 2020-04-29
ACD routing permissions change 2020-02-19 2020-04-18
Deprecation: TLS 1.0 for data actions 2020-02-19 2020-04-01
Deprecation: WFM short-term forecast Average Talk Time and After Call Work metrics 2020-02-19 2020-05-06
Deprecation: iOS Supervisor chat 2019-12-18 2020-02-19
Deprecation: Long polling for Genesys Cloud clients and network configurations 2019-11-20 2020-07-01
Deprecation: Classic Queues views 2019-09-25 2020-01-08
Deprecation: LinkedIn Profile Import 2019-07-31 2019-07-31
Deprecation: Internet Explorer 11 support for web app and Architect 2019-05-29 2019-12-04
Deprecation: Classic Agents Performance views 2019-05-22 2019-08-14
Deprecation: Social channel management 2019-04-03 2019-08-28
Deprecation: TURN port range 2019-02-27 2019-05-31
Deprecation: Legacy permissions 2019-02-01 2019-04-01
Deprecation: Outbound Campaign: Detailed Attempt History report 2019-01-30 2019-05-22
Deprecation: Genesys Cloud Bridge integrations 2019-01-16 2022-06-15
Deprecation: Agent dashboard 2019-01-10 2019-05-22
Deprecation: Edit profile functionality on mobile apps 2017-11-14 2019-02-20
Deprecation: PureCloud for Chrome (app and extension) 2018-08-01 2018-08-01
Deprecation: Website-only web chat configuration 2018-07-25 2018-12-12
Deprecation: Full-text indexing of files in Documents 2018-07-25 2018-10-31
Deprecation: Zendesk data dip connector 2017-11-15 2018-05-16
Deprecation: Microsoft Dynamics CRM data dip connector 2017-10-25 2018-04-30
Deprecation: Attributes for Documents 2017-10-04 2017-12-04
Deprecation: Access control based on role name 2017-08-09 2017-11-15
Deprecation: Oracle Service Cloud data dip connector 2017-08-01 2017-09-01
Deprecation: Salesforce data dip connector 2017-08-01 2018-08-01
Deprecation: SharePoint Connector 2017-08-01 2017-09-01
Deprecation: UltiPro Connector 2017-05-01 2017-11-01
Deprecation: Admin > Directory external contacts 2017-04-12 2017-07-12
Deprecation: Documents for iOS and Android 2017-02-22 2017-05-24
Deprecation: Field level permissions 2017-09-01 2017-12-01

Note: The Developer Forum also lists API deprecations and changes.

To learn more about upcoming features planned for the next Genesys Cloud release, see Features coming soon

Details Announced on
(YYYY-MM-DD)
Planned effective date
Details Announced on
(YYYY-MM-DD)
Planned effective date
Audit data retention period 2024-05-13 TBD
Genesys Cloud transfer features update 2024-05-13 TBD
Japanese translation of Export reports inconsistency 2024-05-13 TBD
Advanced Architect execution data capabilities 2024-04-01 TBD

Details Announced on
(YYYY-MM-DD)
Effective date
(YYYY-MM-DD)
Details Announced on
(YYYY-MM-DD)
Effective date
(YYYY-MM-DD)
Genesys Cloud Voice rate card changes 2024-02-28 2024-06-01
Nuance Recognizer ASR 2024-02-22 2024-04-08
Web messaging content profile support 2024-02-22 2024-04-08
Scheduled hybrid Genesys Cloud customer migrations 2024-01-31 2024-02-28
Enhanced security measures for failed Genesys Cloud logins 2024-02-07 2024-03-11
Migration procedures and media tier updates 2024-01-24 2024-02-28

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Article Modified date
(YYYY-MM-DD)
Change summary
Genesys Cloud security bulletins 2024-05-13

Added revision history table.

Genesys subprocessors 2023-06-26

Under Genesys Cloud, WEM 2.0, Predictive Engagement, and Genesys Hybrid Services, removed Threat Stack and added CrowdStrike.

Genesys Cloud Services terms and conditions 2024-01-24

Updated Genesys Cloud Services EUA with Regional Clauses and Genesys Cloud Services EUA Addendum for Pointillist to align with previous updates. Updated the Genesys Cloud Services Agreement to correct formatting issues. Updated A3S Addendum and Pointillist Addendum to remove CX from the agreements.

Genesys Cloud Customer Care 2024-04-29

Updated the Severity levels and the Target initial response times sections to be consistent with the Genesys Cloud Service Level Agreement.

Genesys Cloud security policy 2024-01-17

Removed reference to CX from Genesys Cloud terms and conditions for security (Global)

About ports and services for your firewall 2024-05-13

Added revision history table.

Genesys Cloud Service Level Agreement 2024-04-24

Updated Credit Requests and Payment to include the requirement for a support case. Aligned severity level and response time definitions.

Genesys Cloud privacy policy 2023-02-15

Updated the revision date.

Genesys Cloud system requirements 2024-02-28

Reorganized the Supported web browser section and added a description and link to the Disable your browser’s sleep mode setting article.