Genesys Cloud FedRAMP region – April 21, 2025
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.
Multi contextual panels
In the coming weeks, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience is being removed though we will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users. For more information, see Agent UI multiple contextual panels.
One of the following licenses:
- All licenses include this feature.
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Introducing the Genesys Cloud CX 4 license
Genesys Cloud now offers an AI-powered base license package, Genesys Cloud CX 4. The new package enables organizations to use Genesys Cloud for key AI-powered capabilities with a single seat price and leverage the full potential of the platform. This new license includes all of the capabilities of Genesys Cloud CX3, plus About Genesys Agent Copilot, About Journey Management, and Genesys Cloud AI Experience tokens metering and pricing.
One of the following licenses:
- Genesys Cloud 4
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Access workbin and worktype names in task management events
Administrators can now view both workbin name and worktype name in task management events. This addition helps developers create deployments to reuse across Genesys Cloud organizations, including during blue or green deployments. Previously, task management events only included object IDs such as workbin and worktype GUIDs. Now, developers can reference objects by name instead of ID to ensure their scripts work across multiple environments without the need for manual changes. This update is especially helpful for organizations that maintain separate development and production environments and want to maintain consistency without duplicating effort.
One of the following licenses:
- Work Automation Add-on
Bulk Export API to export external contacts and related data
Administrators can now use the Bulk Export API to extract customer profile data, including external contacts, and organizations in CSV format. This process makes it easier to manage and maintain external contact records across environments. Organizations can use the exported data used for bulk updates, deletions, and merges before they import it back into Genesys Cloud via the bulk import feature. This feature helps improve the accuracy and consistency of contact data during re-entry, and supports such broader data needs as importing customer profile data into internal data warehouses, using the data for training and validation, or for preparing data for cleanup or migration.
One of the following licenses:
- All licenses include this feature.
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View average sentiment score across performance views
Administrators can now view the Average Sentiment Score by default in the Agent Performance, Queue Performance, and Flow Performance views. Previously, different views displayed sentiment data using different calculations. Now, all views use the same Average Sentiment Score, helping supervisors analyze sentiment trends more consistently. The Avg Sentiment metric is still available as an optional column, and a new tooltip explains the differences between the two metrics.
Where:
- Performance > Workspace > Contact Center > Agent Performance.
- Performance > Workspace > Contact Center > Agent Performance, and click an agent’s name.
- Performance > Workspace > Contact Center > Agent Performance, and click the agent’s name, and then the Queues tab.
- Performance > Workspace > Digital > Email Agent Performance.
- Performance > Workspace > Digital > Email Agent Performance, and click an agent’s name.
- Performance > Workspace > Digital > Email Queue Performance.
- Performance > Workspace > Digital > Email Queue Performance, and click a queue's name.
- Performance > Workspace > Flows > Flow Outcome Performance.
- Performance > Workspace > Flows > Flow Outcome Performance, and click a specific flow or flow version.
- Performance > Workspace > Digital > Message Agent Performance.
- Performance > Workspace > Digital > Message Agent Performance, and click an agent’s name.
- Performance > Workspace > Digital > Message Queue Performance.
- Performance > Workspace > Digital > Message Queue Performance, and click a queue's name.
- Performance > Workspace > Contact Center > Queue Performance.
- Performance > Workspace > Contact Center > Queue Performance, and click a queue’s name.
- Performance > Workspace > Contact Center > Queue Performance, and click the queue’s name, and then the Agents tab.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
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Deprecation: Agent Assist AI Experience tokens provisioning
The deprecation date was postponed from April 28, 2025, to May 26, 2025. On May 26, 2025, Genesys will discontinue support for Agent Assist provisioning via Genesys Cloud AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organizations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud AI Experience tokens.
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
