Genesys Cloud FedRAMP region – June 30, 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 has been 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.
Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
One of the following licenses:
- All licenses include this feature.
Read more:
Enhanced groups profile configuration
Genesys Cloud refreshed the style of the groups profile page in Admin > Directory > Groups. The update includes modernized buttons, text formatting, tables, and menus to align with current UI standards. These improvements do not impact the existing functionality and help create a more consistent and intuitive administrative experience.
Enhance predictive routing accuracy with participant data
Administrators and contact center supervisors can now use participant data to enhance the accuracy of predictive routing decisions. This feature enables administrators assign attributes to customer data that Genesys Cloud uses to make routing decisions.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
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Sort contacts by priority in skills-based dialing for progressive campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in progressive campaigns. This feature ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Contacts are delivered in priority order across all skill groups, creating a more predictable and efficient dialing process. This enhancement improves campaign performance by ensuring top-priority contacts are reached sooner and is especially beneficial for organizations with multi-skilled agents and time-sensitive outreach objectives.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more:
Sort contacts by priority for skills-based dialing in Preview campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in Preview campaigns. This enhancement ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Genesys Cloud delivers contacts in order of priority across all skill groups, creating a more predictable and efficient dialing process. This update improves campaign performance by ensuring that top-priority contacts are presented to agents first and is especially beneficial for organizations with multi-skilled agents and time-sensitive outreach goals. No special configuration is required beyond enabling dynamic sorting for the campaign.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more:
Workitems List View filter enhancements
Administrators, agents, and supervisors can now use enhanced filter options in the workitems List View. This feature allows users to filter workitems across multiple workbins, rather than being limited to a single workbin, which provides greater flexibility and efficiency when locating specific workitems. Also, agents and supervisors who preview a workitem now see the values of custom attributes, even when those values are null. Previously, custom attributes with null values were hidden from the preview.
Improved readability of native voice transcription in Spanish language transcripts
Genesys Cloud native voice transcription now supports capitalization, punctuation, and normalization of digits for Spanish language transcripts.
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
Read more:
New Genesys Cloud Voice phone number inventory report
Genesys Cloud Voice administrators can now access and export a report that lists all active Genesys Cloud Voice phone numbers in their organization. This report provides a clear overview of phone number inventory, making it easier to manage and audit assigned numbers.
Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Administrators can now set an inter-digit timeout for virtual agents and bot flows. This feature sets the amount of time, in seconds, that the bot waits for a participant to press the next digit before proceeding. This feature improves the customer experience in scenarios when they need extra time to enter long numbers or other information.
Where:
- Admin > Architect > Architect > Bot Flow > Settings > User Settings > DTMF Settings
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read more:
Genesys Cloud Virtual Agent language support for Italian
Genesys Cloud Virtual Agent now supports Italian (it-IT).
One of the following licenses:
- Genesys Cloud AI Experience
Read more:
Introducing Guides in AI Studio
Genesys Cloud introduces Guides for virtual agents in AI Studio, the new central hub in Genesys Cloud for building AI experiences. AI Studio Guides enable business teams to create intelligent and adaptable virtual agents using natural language and the power of AI. Organizations can deploy their guides within Virtual Agent enabled flows in Architect, blending structured logic and agentic AI in a safe, scalable way.
Where:
- Admin > AI Studio > Guides
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more:
- 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.
