Genesys Cloud FedRAMP region – June 9, 2025

Multi 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.

Time-based conditions in call rule sets

Administrators can now use time-based conditions when they create call rule sets, giving them greater control over when rules are triggered. This enhancement improves automation and supports compliance with time-sensitive regulations. With this update, administrators can now define rules based on specific times and time zones.

Program and Detected Category filters and columns in Content Search view

Analysts can now filter interactions by Program and Detected Category in the Content Search view. This feature also allows analysts to add Program and Category columns to the results, enabling them to see relevant information for each interaction at a glance. After adding these columns, analysts can analyze and share interaction data more easily based on program and category insights.

Introducing Genesys Agent Copilot

Genesys Cloud now includes Genesys Agent Copilot, which empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Agent Copilot determines customer intent, guides agents to their next best actions, summarizes calls, and predicts wrap-up codes. This feature reduces onboarding time, average handle time, and after-call work and improves first contact resolution and customer satisfaction. Administrators can configure the AI to deliver relevant advice based on conversational events to enhance agent efficiency and accuracy. Agent Copilot will be provisioned to customers who purchase or have already purchased AI Experience tokens.

New email send permissions control

Administrators can now control whether agents can use the default email Send button in Genesys Cloud. This feature helps organizations that have strict email validation processes enforce content review before sending messages. Administrators can hide the Send button and enable their own custom Send actions through an app widget or script, which allows companies to apply their internal approval for automated or manual workflows before Genesys Cloud sends an email to a recipient.

Script selection from in the Workitem Panel in Panel Manager

Agents can now select a script directly from the Workitem panel within the Panel Manager.

Introducing Genesys Cloud Virtual Agent

Genesys introduces the new Genesys Cloud Virtual Agent, a new self service automation capability that enhances existing Genesys bot functionality. This release includes several large language model (LLM) and generative artificial intelligence (AI)-powered features, enabling administrators to perform such tasks as:

• Quickly bootstrap the organization’s NLU model with lifelike training data by generating natural language understanding (NLU) training utterances based on a simple description.
• Enable the Virtual Agent to generate a summary of an interaction and then transfer the information to live agents.
• Enable the Virtual Agent to generate a summary and wrap-up codes after the Virtual Agent completely contains an interaction.
• Enable the Virtual Agent to highlight the exact snippets of an article that best answers the user's question, especially helpful for larger articles.

Improved Genesys Cloud Background Assistant (GCBA) Installer

The GCBA installer now displays user prompts in the local language and features an enhanced proxy configuration interface that improves input validation. 

Deprecation: Agent Assist AI Experience tokens provisioning

Genesys discontinued 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.

Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Genesys will discontinue support for ACD web chat version 2, available through chat widget versions 1.1 and 2.0. Also, Predictive Engagement will no longer support these earlier versions. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger to avoid service disruptions.