Genesys Cloud FedRAMP region – March 17, 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

Important
The opt-in/opt-out period for this feature ends on March 31, 2025. As of this date, all agents will use only the new multiple contextual panel experience. 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 a customer conversation with full context visible at a glance.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Employee productivity
agent desktop

Control wrap-up code access within divisions

Administrators and contact center managers can now manage access control for wrap-up codes by assigning those codes to divisions. Genesys recommends that you add wrap-up codes that are assigned to the division to which the queue belongs; which helps gain a better understanding of any reports that contain wrap-up code-related data.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Account management
identity and access management

Work Automation List view OR queries

Administrators can now use an OR operator, in addition to the existing AND operator, when they query workitems in the Work Automation List view. Within a single worktype grouping, conditions can be connected via either AND or OR. This enhancement makes it easier to find workitems based on broad or specific criteria, such as tags, skills, service level agreements (SLAs), or custom attributes. For example, case managers can now quickly answer questions like:

  • How many cases have a specific skill?
  • How many cases are tagged within a particular region?
  • How many cases meet multiple criteria across different case types?
By default, conditions within a group use the OR operator to help supervisors, business administrators, and case managers refine their searches more effectively. 

Additional details

One of the following licenses:

  • Work Automation Add-on

Read more:

Customer engagement
work automation

Sensitive data masking support for English chat and messaging transcripts

Sensitive data masking support in chat and messaging transcripts is now available for all English dialects.

Additional details

One of the following licenses:

  • Genesys Cloud 1 WEM Add-on II
  • Genesys Cloud 2 WEM Add-on I
  • Genesys Cloud 3
  • Genesys Cloud 3 Digital

Read more:

Data, analytics, and reporting
speech and text analytics

Ukrainian language support

User interface support in Genesys Cloud is now available for Ukrainian-Ukraine (uk-UA).

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Open platform
language support

Deprecation: Documents UI Audit tab 

Genesys Cloud deprecated the Audit tab in the documents UI.

Additional details

One of the following licenses:

  • Collaborate

Read more:

Deprecation
integration services

Deprecation: Auto answer pop-up toast

Genesys Cloud no longer supports the auto answer pop-up toast for agent, and queue settings. 

Additional details

Read more:

Deprecation
cross channel
Note:
  • 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.