Genesys Cloud - June 23, 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.

Architect digital bot flow time picker support

Flow authors can now use custom digital time slot selection in Architect digital bot flows. This feature enables bot authors to present customers with a list of available appointment times during open and web messaging interactions. Flow authors can predefine time options using customer-provided DateTime values, or dynamically retrieve them from third-party calendar providers through Call Data Actions. Each calendar event can also include location details to enhance clarity for customers.

Genesys Cloud Social support for Instagram

Genesys Cloud Social now supports Instagram, enabling administrators to organize and route both public and private Instagram messages. This feature ensures consistent customer engagement across all supported social platforms: Instagram, Facebook, and X (formerly Twitter). Using social escalation rules, administrators can route Instagram interactions to agents, who respond within the same unified interface used for other channels. Supervisors and managers gain visibility into Instagram activity through updated social listening performance and post views. These metrics integrate seamlessly with analytics for Facebook and X, offering a consolidated view of social media engagement.

Web Messenger support for time slot picker

Genesys Messenger now supports a native time slot picker, allowing business administrators to add time selection options directly within Digital Bot flows using Architect. This enhancement enables bot authors to configure and test the picker in Messenger preview mode, offering end users a simple, standardized way to select a preferred time slot during chatbot interactions. The feature improves appointment scheduling by replacing manual input with a user-friendly interface, streamlining the process for both bot creators and Messenger users.

Retention of library selection in the Canned Responses Admin page

Genesys Cloud now retains the previously selected library, when administrators use the Create Another option to add multiple canned responses. Also, any applied filters or search input remain in place until the user manually clears them. This enhancement improves the workflow by reducing repetitive steps, improving efficiency when creating multiple responses within the same library.

Updated pricing for social direct messages, SMS, and agentless outbound email

Genesys Cloud introduces a new pricing model for select digital channels to offer more transparent and flexible billing. Social direct messages (DMs) now use per-message metering instead of per-conversation billing. This change helps align costs more closely with actual usage and supports token-based payments for consistency across digital offerings. SMS pricing has also been revised to reflect current market conditions more accurately. Also, committed volume usage discounts are now available for social DMs, SMS and BYO SMS, and agentless outbound email, helping organizations optimize spending as usage scales. These changes support a simplified and consistent pricing approach across Genesys services and help drive digital channel adoption with more competitive and understandable pricing structures. This update applies only to DMs, SMS, and email. Other digital channels like open messaging, web messaging, co-browsing, and video are not affected.

Enhanced email administration user interface

The Genesys Cloud email administration interface now features an improved design that enhances usability. The updated interface streamlines the layout, improves the visual style, and provides a more intuitive and user-friendly experience for administrators. This change does not affect existing functionality.

AI Insights at a glance

Genesys Cloud now includes AI-generated summaries that highlight the reason for contact, resolution status, and follow-up action items for each customer interaction. This feature helps supervisors and business analysts quickly understand what happened during a call without reading full transcripts or listening to recordings. AI Insights identifies the main reason a customer reached out (for example, billing, support, or cancellations) and clearly marks whether the issue was resolved. It also flags any follow-up steps, like sending confirmations or escalating a case. AI Insights help supervisors detect trends, address unresolved issues, and coach agents more effectively. Business analysts also have access to the context they need to recommend improvements to processes, training, and services.

New digital response time and engagement metrics

Genesys Cloud introduces these new digital response time and engagement metrics to improve visibility into digital conversation activity:

• Agent response turn time
• Customer response turn time
• First agent response
• Time to first agent response
• First customer engagement
• Time to first customer engagement
• Message turn counts

Supervisors and contact center managers can now view the time the agents take to respond to each new customer message and the time the customers take to respond to each new agent message. These metrics help the supervisors and contact center managers to get a holistic view of the time taken for digital messaging interaction and how quickly the customers can contact the agent.

Fax interface update

Genesys Cloud improved the fax user interface. This update brings the fax UI in line with current development standards and helps support faster, more efficient delivery of future enhancements. By updating the architecture without changing the user experience, this release lays the groundwork for more responsive and maintainable improvements going forward. This update has no impact on existing functionality.

Evaluate up to 50 interactions per agent daily with AI Scoring

Administrators can now evaluate up to 50 interactions per agent daily with AI Scoring. This change reflects observed system performance and real-world usage and allows for broader coverage of agent interactions. With this update, quality managers and supervisors can review more conversations in a single day, helping them identify trends faster and provide more timely coaching. This helps increase the impact of AI Scoring while reducing reliance on manual quality evaluations.

Multiple answer selection in evaluation form questions

Administrators can now enable multiple answer selection using the new multi-select question type. This update helps administrators design more accurate and flexible assessments by letting evaluators select more than one response from a predefined list. Previously, multiple choice questions only allowed a single answer. With multi-select support, form creators can reduce redundancy and better reflect real-world evaluation criteria. This update also helps streamline form design and makes responses easier to interpret.

Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)

On October 14, 2025, Microsoft will end support for Windows 10, ceasing free software updates, technical assistance, and security fixes. While current Genesys Cloud Background Assistant (GCBA) updates will continue to function after this date, Genesys will no longer guarantee GCBA's performance or stability on Windows 10 and will not provide support for issues specific to Windows 10. To ensure full support and optimal functionality, customers are encouraged to upgrade to Windows 11, which is designed to meet current demands for heightened security.

Deprecation: Workforce management historical data delete job API endpoints

Genesys deprecated the following workforce management historical data import delete job API endpoints:

• POST /api/v2/workforcemanagement/historicaldata/deletejob
• GET /api/v2/workforcemanagement/historicaldata/deletejob
Genesys replaced these endpoints with updated versions that support bulk operations and improved job management:

• POST /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs
• GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs/{jobId}
• GET /api/v2/workforcemanagement/historicaldata/bulk/remove/jobs

Genesys recommends that developers update their integrations to use the new endpoints to ensure continued functionality.