Genesys Cloud Archive

Employee productivity

• Streamlined navigation and information architecture update
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Domain allow list for emails
• Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
• Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects
• Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Account management

• API responses no longer include OAuth client secret
• Genesys Tempo enabled by default with allowed IP addresses feature
• SAML assertion decryption support for single sign-on integrations

Customer engagement

• Customer first callback support in outbound campaigns
• Use custom SMTP servers for email campaigns and agentless email
• Messenger support for list picker

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

• Create AI Guides from uploaded process documents
• AI Guides model enhancements

Deprecations

• Deprecation: BYOC Premises—Customer VM Solution
• Deprecation: Token Implicit Grant for OAuth clients
• Deprecation: Open messaging inbound endpoint

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Employee productivity

• Streamlined navigation and information architecture update
• AI-generated answers for auto-suggested articles on Agent Copilot
• Mute individual Collaborate chat threads on iOS and Android
• Display checklists through Agent Copilot during interactions

Customer engagement

• Group ID for subsequent participant segments in group call activity
• Support for authenticated web messaging in single customer view
• Apple Messages for Business forms

Data, analytics, and reporting

• Introducing Content Exploration view
• EVTS AWS transcription support for Basque, Catalan, Croatian, Galician, Romanian, Slovak, Tagalog, Thai, and Ukrainian language support 

Self service and automation

• Voice processing prompt for Agentic Virtual Agents

Deprecations

• Deprecation: Mobile Messenger legacy Android and iOS code removal

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Employee productivity

• Streamlined navigation and information architecture update

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Open platform

• Greater outbound performance and platform enhancements for BYOC Cloud

Workforce engagement

• Workforce management override for time-off plan dates

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Employee productivity

• Streamlined navigation and information architecture update
• Improved scripting accessibility tools

Customer engagement

• Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

• Analyze segment and web outcome events in Journey Management

Open platform

• Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
• Map participant data from Genesys Cloud to ServiceNow interaction fields

Self service and automation

• Preview guides for virtual agents in AI Studio
• Configure virtual agents to generate answers from multiple sources

Workforce engagement

• Workforce management block scheduling
• Adherence and activity code mapping enhancements

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Employee productivity

• Streamlined navigation and information architecture update
• Architect workflows triggered from Outlook Calendar events

Self service and automation

• List type string attribute in rule-based decisions

Deprecations

• Deprecation: BYOC Premises—Customer VM Solution
• Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
• Deprecation: Windows 10 OS support for the desktop app

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Employee productivity

• Streamlined navigation and information architecture update

Workforce engagement

• Team schedule view for agents

Deprecations

• Deprecation: Genesys Cloud SSO certificate expiry

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Employee productivity

• Streamlined Navigation and Information Architecture Update

Customer engagement

• Apple Pay support for Apple Messages for Business
• Architect digital bot flow list picker support
• Set time- and duration-based conditions in campaign rules
• Use custom SMTP servers for email campaigns and agentless email
• Administrators can now bring their own SMS SMPP provider
• Idle agent count for conditional group activation or deactivation
• Expired callback queue reassignment

Data, analytics, and reporting

• Administrators can now search content from HTML emails
• Topic miner Korean and Japanese language support
• Native voice transcription for core dialects

Open platform

• Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Self service and automation

• Transcription and storage of caller’s final voice input
• Content-based search for knowledge base articles in Norwegian, Danish and Finnish
• Swiss German language support in Architect

Workforce engagement

• Enhancements to visual components in the interaction details page

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Employee productivity

• New unified navigation experience coming to Genesys Cloud
• Summary engagement insights on the Agent Copilot dashboard

Account management

• Manage user hire dates with SCIM APIs
• Refreshed integrations management interface

Customer engagement

• Configure up to 100 OpenID integrations for authenticated web messaging
• Voice note support for WhatsApp conversations
• Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

• Enhanced longest waiting and longest interacting metrics
• Duplicate an event card in Journey Management
• Review transcripts faster in interaction details

Open platform

• Updated Genesys Cloud desktop app icons
• Unified Experience from Genesys and ServiceNow phone book support 

Workforce engagement

• Default answers for evaluation forms

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