Genesys Cloud - adherence and shrinkage management tag

List of the Genesys Cloud release notes that include the adherence and shrinkage management release notes tag.
November 17, 2025

Employee productivity

  • Streamlined navigation and information architecture update
  • Agent-to-agent consult and warm transfer for messaging interactions
  • Custom prompts in advanced summary configurations
  • Live character counter for ACW notes
  • Internationalized date formats in Genesys Tempo

Account management

  • BYOC Premises Edge devices in Edges list view

Customer engagement

  • Control agent transfer capabilities via permissions
  • Inactivity handling for messaging interactions

Data, analytics, and reporting

  • Topic miner support for Arabic dialects
  • Topic miner support for Hindi dialect

Open platform

  • Mexico region deployment
  • Singapore region deployment

Self Service and Automation

  • Rule-based decisions and string list attribute support

Workforce engagement

  • Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
  • Adherence widget available in the Activity view
  • Automatic submission of completed AI evaluations

Deprecations

  • Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
  • Deprecation: Administrator login using only user name and password

View details

October 20, 2025

Employee productivity

  • Streamlined navigation and information architecture update
  • Improved scripting accessibility tools

Customer engagement

  • Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

  • Analyze segment and web outcome events in Journey Management

Open platform

  • Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
  • Map participant data from Genesys Cloud to ServiceNow interaction fields

Self service and automation

  • Preview guides for virtual agents in AI Studio
  • Configure virtual agents to generate answers from multiple sources

Workforce engagement

  • Workforce management block scheduling
  • Adherence and activity code mapping enhancements

View details

February 10, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Auto answer for voice interactions on queue settings
  • Auto answer for digital interactions

Data, analytics, and reporting

  • Filter and search conversations by acoustic metrics and wrap-up codes

Employee productivity

  • Agent Copilot summary analytics access via API

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Thai language support

Workforce engagement

  • Reminders for agents about their next scheduled activity

View details