Improved flexibility in workforce planning with a new capacity planning feature |
UI/UX |
2025-05-19 |
- |
New Virtual Agent Performance dashboard offers clear insights for all stakeholders |
Platform |
2025-05-19 |
- |
Administrator control restricts emoji use in agent messaging |
UI/UX |
2025-05-12 |
- |
Customizable interaction summaries coming to Agent Copilot and more |
UI/UX |
2025-05-12 |
- |
New Genesys Cloud Administrator menu category |
UI/UX |
2025-05-12 |
- |
Time- and date-based conditions coming to outbound dialing call rules |
UI/UX |
2025-05-12 |
|
Configure X (formerly Twitter) integration sizes directly within the integration interface |
UI/UX |
2025-05-05 |
- |
Deprecation: Analytics Transcripts Query Endpoint API |
Deprecation |
2025-05-05 |
2025-06-05 |
Simplified organization switching coming to Genesys Cloud |
Platform |
2025-05-05 |
- |
Agent greetings for ACD voice calls |
UI/UX |
2025-04-28 |
- |
Console log service to support historical log caching for easier troubleshooting |
Platform |
2025-04-28 |
- |
Deprecation: Mobile messenger localization file storage S3 bucket |
Deprecation |
2025-04-28 |
2025-06-30 |
Deprecation: Workforce management historical data import delete and replace current job API endpoints |
Deprecation |
2025-04-28 |
2025-06-01 |
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 |
- |
Type-based filtering coming to work automation list view |
UI/UX |
2025-04-28 |
- |
Campaign scheduler to support divisions for improved access control and clarity |
UI/UX |
2025-04-21 |
- |
Deprecation: Permission enforcement change to update another userโs presence with the PATCH API |
Deprecation |
2025-04-21 |
2025-07-20 |
Enhanced conditional routing with conditional group activation (CGA) |
UI/UX |
2025-04-21 |
- |
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 |
- |
Genesys Cloud digital channels pricing updates |
Platform |
2025-04-16 |
- |
Improved email UI from the Admin menu |
UI/UX |
2025-04-15 |
- |
New navigation and UI enhancements coming to Genesys Cloud |
UI/UX |
2025-04-15 |
- |
Alert volume control during calls coming to the Genesys Cloud web app |
UI/UX |
2025-04-14 |
- |
Deprecation: Genesys Enhanced TTS โ Microsoft Azure and Google Voices |
Deprecation |
2025-04-14 |
2025-09-29 |
Deprecation: Windows 10 support for the desktop app |
Deprecation |
2025-04-14 |
2025-10-14 |
Genesys Cloud to deprecate the Overview (Evaluations) page under Performance |
UI/UX |
2025-04-07 |
- |
Changes to SMS Messaging in Iran |
Platform |
2025-03-31 |
- |
Deprecation: Amazon Lex V1 bot integration |
Deprecation |
2025-03-31 |
2025-09-15 |
Genesys Cloud improves evaluation submission navigation |
UI/UX |
2025-03-31 |
- |
New permission for email sending in Genesys Cloud |
Platform |
2025-03-31 |
- |
Support for SMS Messaging in the Philippines |
Platform |
2025-03-31 |
- |
Support for timeslot selection in Messenger |
UI/UX |
2025-03-31 |
- |
Deprecation: BYOC Cloud SIP TLS ciphers |
Deprecation |
2025-03-24 |
TBD |
Deprecation: Billing and usage APIs and User Interface |
Deprecation |
2025-03-10 |
|
Upcoming enhancements to Genesys Cloud Agent Scripting |
UI/UX |
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 |
- |
Segment assignment for external contacts |
UI/UX |
2025-02-17 |
- |
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 |
- |
Deprecation: Deprecation and end of sale of Agent Assist via AI tokens |
Deprecation |
2024-12-05 |
2025-05-26 |
SSO integration capacity in Genesys Cloud |
UI/UX |
2024-11-19 |
- |
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 |
- |
Enhanced messenger configuration for GC admins |
UI/UX |
2024-07-29 |
- |
Deprecation: Predictive Engagement Support for ACD Web Chat (Version 2) |
Deprecation |
2024-07-15 |
2025-06-11 |
Deprecation: Current Open Messaging Inbound Endpoint |
Deprecation |
2024-06-24 |
2025-11-03 |
Deprecation: Removal of ACD Web Chat (version 2) |
Deprecation |
2024-06-10 |
2025-06-11 |
Deprecation: BYOC Premises Edge Remote Survivability |
Deprecation |
2024-05-27 |
2025-06-30 |
Division-specific role assignments |
UI/UX |
2024-05-13 |
- |
UI updates for the people configuration and settings pages |
UI/UX |
2024-01-10 |
- |
Deprecation: BYOC Premises โ Customer VM Solution |
Deprecation |
2023-05-03 |
2025-06-30 |
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 |
2025-09-30 |