Genesys Cloud FedRAMP region – September 29, 2025

Streamlined navigation and information architecture update

Genesys Cloud will introduce a new navigation system and updated information architecture to improve the user interface and overall usability. This change will not add or remove any product functionality but will reorganize how users access existing features. The new structured, hierarchical menu will replace the current navigation layout. The goal is to reduce friction, improve findability, and deliver a more intuitive and consistent experience across user types. Key updates will include the following:

• A unified global menu that will consolidate navigation across the platform, including a new information architecture, will improve the menu structure and labels for added clarity and consistency.
• Repositioned elements such as contextual help, Collaborate, inbox, widget apps, and the user avatar will be located in the top bar.
• Enhanced global search that will include menu page results alongside people, groups, and locations. This improvement will allow users to more efficiently find both people and groups, as well as key platform features, from a single search interface.
• Simplified access to certain features as part of the navigation changes. Examples will include consolidated access to video chat and main stage apps.

Set time- and duration-based conditions in campaign rules

Administrators can now create campaign rules that evaluate time, date, or duration conditions in addition to performance metrics. This enhancement makes it possible to automate campaign actions, such as pausing a campaign, switching dialing modes, or limiting activity to certain hours, based on when the rule is evaluated. Previously, campaign rules focused only on performance-related conditions. With this update, administrators can define rules that use time-of-day ranges, days of the week, or specific date windows, with full timezone awareness. This feature helps improve compliance with regional dialing regulations, align campaign activity with business requirements, and reduce the need for manual oversight.

Use custom SMTP servers for email campaigns and agentless email

Administrators can now configure custom SMTP servers to send outbound email campaigns and agentless email in Genesys Cloud. This update gives enterprises greater flexibility and control over how outbound emails are delivered by allowing them to use their own infrastructure. Previously, only ACD outbound email supported custom SMTP configuration. Extending this option to campaigns and agentless email helps organizations align Genesys Cloud email delivery with their existing systems and policies.

Idle agent count for conditional group activation or deactivation

Administrators can now configure conditional group activation (CGA) rules to evaluate queue health using the idle agent KPI. When the number of idle agents in a queue meets the defined threshold, the system can automatically make more agent groups available or remove them as needed. This update helps shift workforce resources dynamically to maintain service levels and improve efficiency without manual intervention.

Expired callback queue reassignment

Administrators can now configure agent-owned callbacks to return to the original queue when the ownership period expires. This option is available in Queue Settings > Callback > Agent First > Agent Ownership > Assign to queue on ownership expiration. With this update, callbacks are reassigned to the queue so another qualified agent can fulfill them, helping reduce the risk of missed customer contacts. As part of this release, the maximum Take Ownership period for callbacks also increases from 7 days to 30 days, giving administrators greater flexibility in callback management.

Topic miner Korean and Japanese language support

Topic miner is now available in Korea Korean (ko-KR) and Japan Japanese (ja-JP). This feature enables administrators and analysts to to mine for topics in this dialect across all media types in order to gain insights into emerging topics.

Transcription and storage of caller’s final voice input

Administrators can now ensure that a caller’s final words are transcribed and stored even if the call disconnects before the system finishes processing. This improvement applies to voice surveys, bot flows, and virtual agents. Previously, if a caller spoke and then disconnected (by hanging up or due to a telephony error), the partial audio was discarded unless it was fully processed. With this update, the system saves that final input, helping surveys capture complete feedback and reducing the chance of missing valuable caller comments.

Content-based search for knowledge base articles in Norwegian, Danish and Finnish

Administrators can now allow users to search the content of Danish Denmark (da-DK), Finnish Finland (fi-FI), and Norwegian Norway (nb-NO) knowledge base articles, rather than just article titles. Content searches are case-insensitive where applicable and improve the search experience across multiple languages. This enhancement makes it easier for knowledge authors to manage multilingual content and helps ensure that users find relevant articles more efficiently.

Swiss German language support in Architect

Core IVR prompt and system audio file support in Architect is now available for Swiss German (de-CH) for the Play Estimated Wait Time and Play Position In Queue actions and for Collect Input verification.

Enhancements to visual components in the interaction details page

Genesys Cloud enhanced visual elements on the interaction details page to provide a modernized and polished user experience across Genesys Cloud. These updates provide a more consistent and engaging layout, making it easier to review and act on interaction details. This approach preserves the functionality of the previous components, allowing users to continue working with the familiar interface while benefiting from the improved design. Existing functionality remains unchanged.