Genesys Cloud - Workforce engagement category

List of the Genesys Cloud release notes that include Workforce engagement updates.
August 25, 2025

Employee productivity

  • Multi contextual panels
  • Call history enhancements for group calls

Customer engagement

  • Support for mobile push notifications for unread message alerts
  • Assign segments to external contacts for up to 30 Days
  • Append outbound campaign performance statistics to the Campaign Performance view
  • Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
  • Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

  • Interaction category creation support for Korean and Japanese languages
  • Programs, topics, and phrases support for Korean and Japanese languages

Open platform

  • Unified Experience ServiceNow ITSM support
  • Configure alerts for Operational Console events

Workforce engagement

  • Schedule coaching and learning sessions with greater flexibility

View details

August 18, 2025

Employee productivity

  • Multi contextual panels
  • Segment filtering suppression on knowledge articles for Agent Copilot
  • Improved Collaborate chat read and unread message sync

Customer engagement

  • Increased DTMF input limit in Architect flows
  • Outbound division-aware campaign schedules
  • WhatsApp outbound campaigns pre- and post-contact triggers
  • Outbound power and predictive campaigns sort by priority in skills-based dialing 

Data, analytics, and reporting

  • Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

  • Workforce management shift trades external activities support

View details

July 28, 2025

Employee productivity

  • Multi contextual panels
  • Enable focus mode for agent apps
  • Improved Collaborate chat read and unread message sync
  • Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian 

Customer engagement

  • Access and promote external contacts directly in Architect
  • Internal article linking within the knowledge base

Data, analytics, and reporting

  • Search transcript content up to 90 days back
  • Improved native voice transcription readability for Portuguese
  • Exclude existing topics and phrases from topic mining
  • Manage expiring and expired exports in the scheduled exports view

Self service and automation

  • Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German

Workforce engagement

  • Set limits on shift types and weekend work in schedules
  • Increased number of AI-scored questions allowed in evaluation forms

View details

July 21, 2025

Employee productivity

  • Multi contextual panels

Customer engagement

  • Configurable outbound routes now available for customer first callbacks

Self service and automation

  • Knowledge workbench V2 accessibility improvements
  • Introducing Virtual Agent performance dashboard
  • New metrics for Architect bot and digital bot flows in the Optimization dashboard
  • Enhanced AI-powered slots for virtual agents

Workforce engagement

  • Unlimited archived recording restorations

Deprecations

  • Deprecation: Update a user’s presence without permission restrictions
  • Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

View details

July 7, 2025

Employee productivity

  • Multi contextual panels
  • Call forwarding enhancements with group search functionality

Account management

  • Audit SAML authentications
  • Increased SSO integrations allowance per identity provider

Customer engagement

  • Messenger individual application provisioning and configuration redesign
  • WhatsApp’s per message pricing update

Workforce engagement

  • Policy-based station-side call recording
  • Evaluation data access via consolidated reporting views
  • Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

View details

June 30, 2025

  • Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Account management

  • Enhanced groups profile configuration

Customer engagement

  • Sort contacts by priority in skills-based dialing for progressive campaigns
  • Sort contacts by priority for skills-based dialing in Preview campaigns
  • Workitems List View filter enhancements
  • Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

  • Improved readability of native voice transcription in Spanish language transcripts
  • Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

  • New Genesys Cloud Voice phone number inventory report
  • Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

  • Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
  • Genesys Cloud Virtual Agent language support for Italian
  • Introducing Guides in AI Studio
  • Introducing AI Studio

Workforce engagement

  • Workforce management capacity planning

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: BYOC Premises Edge Remote Survivability

View details

June 23, 2025

Employee productivity

  • Multi contextual panels
  • Fax interface update

Customer engagement

  • Architect digital bot flow time picker support
  • Genesys Cloud Social support for Instagram
  • Web Messenger support for time slot picker
  • Retention of library selection in the Canned Responses Admin page
  • Updated pricing for social direct messages, SMS, and agentless outbound email
  • Enhanced email administration user interface

Data, analytics, and reporting

  • AI Insights at a glance
  • New digital response time and engagement metrics

Workforce engagement

  • Evaluate up to 50 interactions per agent daily with AI Scoring
  • Multiple answer selection in evaluation form questions

Deprecations

  • Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
  • Deprecation: Workforce management historical data delete job API endpoints

View details

June 16, 2025

Employee productivity

  • Multi contextual panels
  • Agent Copilot summary API metrics and edited summaries

Customer engagement

  • Configurable X integration sizes and new entry size
  • Linked organization name directly in the Profile Panel contact card

Data, analytics, and reporting

  • Enhanced Performance dashboards with real-time agent status counts by work team
  • AI insights about reasons for customer sentiment

View details

June 9, 2025

Employee productivity

  • Multi contextual panels
  • Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

  • Mobile Messenger SDK content profile support 
  • Time-based conditions in call rule sets
  • Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance 

Data, analytics, and reporting

  • Program and Detected Category filters and columns in Content Search view

Open platform

  • Script selection from in the Workitem Panel in Panel Manager
  • CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

  • Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

  • Deprecation: ACD Web Chat 2.0 (Rest API)
  • Deprecation: Agent Assist AI Experience tokens provisioning
  • Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

June 2, 2025

Employee productivity

  • Multi contextual panels
  • New email send permissions control

Customer engagement

  • Sort by priority in skills-based dialing for Preview campaigns
  • Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

  • Group Ring column and filter in Interaction views

Open platform

  • Wrap-up code integration between Genesys Cloud and ServiceNow
  • On Demand log capture for agents

Workforce engagement

  • Export agent summary data as PDF or CSV

View details

May 19, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Quick replies, cards, and carousels for open messaging

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Track and manage billing for Supervisor Copilot AI features
  • Improved event list organization for enhanced journey building
  • Event card editing and visualization in journey canvas

Open platform

  • Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

  • Enhanced recognition failure handling in Architect digital bot flows
  • BYOC Cloud TLS X.509 certificates

Workforce engagement

  • Shift trades across weeks within schedule to improve agent flexibility
  • Find Agent Search field in gamification profiles

View details

May 12, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Instagram support for external contacts identity resolution

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Average Speed of Answer in Agent Performance views

Open platform

  • Synchronize ServiceNow cases with Genesys Cloud work items

Workforce engagement

  • AI scoring support for consult transfers

View details

May 5, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Email administration user interface enhancements
  • Retry configuration for unsuccessful customer first callbacks

Employee productivity

  • Multi contextual panels
  • Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot

Account management

  • Automatic role assignment for reactivated users

Self service and automation

  • Content-based search for non-English knowledge base articles
  • Architect help panel

Workforce engagement

  • Enable audio selection with screen recordings in playback

Deprecations

  • Deprecation: Analytics Transcripts Query Endpoint API

View details

April 28, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Allow participants to clear web messaging conversations
  • Architect inbound email flow AI intent and entity detection
  • Web messaging French Canada, Greek, and Hindi support
  • Outbound dialing campaign health indicator

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Improved voice offered metrics for customer first callbacks

Workforce engagement

  • Updated Genesys Cloud built-in learning modules
  • Improved workforce management deferred workload prediction algorithm

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: Workforce management historical data delete job API endpoints

View details

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