Genesys Cloud release notes
Subscribe to release notesView current and past releases below. Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
For a preview of Genesys Cloud’s next release, see Features coming soon. For other upcoming features, see Platform announcements.
Account management
- Hourly interacting users billing option
Customer engagement
- Highlight markdown support in web messaging
- Outbound open messaging on behalf of a queue
Data, analytics, and reporting
- Improved native voice transcription accuracy for Portuguese
- Introducing digital performance monitoring views
Employee productivity
- Genesys Agent Assist available for Japanese language
Self service and automation
- Select multiple segments in knowledge article variations
- Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
- Introducing Architect Replay Mode
- Advanced Architect execution data capabilities for all flows
Workforce engagement
- Improved navigation between published schedules in the workforce management schedule editor
- Genesys Cloud Workforce Management work plan bidding
Customer engagement
- Introducing the Queue routing performance view
- Generic SIP station support in cloud media
- Web tracking API public endpoint
Data, analytics, and reporting
- Improved native voice transcription accuracy for Arabic dialects
Deprecations
- Deprecation: Supervisor for iPad app
- Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Customer engagement
- Introducing Work Automation
Data, analytics, and reporting
- Topic miner German, Italian, and Portuguese language support
Employee productivity
- Introducing direct routing to dedicated users
- Introducing Genesys Agent Copilot
Open platform
- Dynamic documentation and trigger enablement for the Operational Console
Workforce engagement
- Manage time-off details in the workforce management Time-off Limits view
- Trade alternative shifts for enhanced workforce management shift management
Deprecations
- Deprecation: Mobile Messenger SDK for React Native apps
Platform
- Japanese translation of the Export report
Customer engagement
- Limit agent actions during co-browse sessions
Data, analytics, and reporting
- Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
- Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce
Self service and automation
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
- Architect supported languages user interface enhancements
- Collapsible card interface in Architect actions
Workforce engagement
- Improved native voice transcription accuracy for Dutch
Deprecations
- Deprecation postponement: Legacy alerting system