Genesys Cloud – Features coming soon

Genesys Mobile Messenger now supports the Architect time slot picker, enabling customers to select appointment times directly within mobile messaging conversations. This enhancement streamlines appointment scheduling and provides a consistent experience across Mobile Messenger and Web Messenger.

Genesys Cloud now supports English Australia (en-AU), English Great Britain (en-GB), English Ireland (en-IE), German Switzerland (de-CH), and Slovak Slovakia (sk-SK) in Messenger, enabling organizations to provide a more localized messaging experience based on customers' browser and device language preferences.

Genesys Messenger now supports native input forms for digital bot flows. Administrators can configure forms to collect custom structured data from end users. This feature supports various input types, including single-select dropdowns and radio buttons, multi-select checkboxes, date pickers, and single/multi-line free-text fields. End users can review and update their entries before submission, helping ensure data accuracy and improving the user experience through a guided, single-interaction method for collecting multiple related data points.

Administrators can now configure answering machine detection (AMD) and silent call timeout settings for outbound campaigns. This feature allows administrators to define when call analysis timers begin and how long the system waits before taking action when detection or silence thresholds are reached. These settings help organizations meet regional regulatory requirements and reduce unwanted silent or delayed calls.

Genesys Cloud now applies an organization-level rate limit on agent assignment to help maintain routing performance and system stability during periods of high routing load. When the assignment evaluation limit is reached, affected conversations remain in queue for normal routing processing, an event is generated in the operational console, and assignment evaluations automatically resume as capacity becomes available. The default organization limit is 1,000 assignment evaluations per second.

Genesys Cloud now allows agent-created customer first callbacks to inherit the caller ID from the original outbound interaction. This ensures that callbacks use the same caller ID as the initial outbound call instead of a default queue or trunk caller ID.

Agents and supervisors can now add, view, and delete comments on case records. This feature helps users capture additional context, guidance, and reasoning throughout the case lifecycle beyond structured case data. Each comment includes the author's name and timestamp, helping teams collaborate effectively while maintaining accountability and auditability.

Genesys Cloud now supports sensitive data masking for Hebrew Israel (he-IL) and Turkish (tr-TR) in voice transcripts.

Genesys Cloud now supports sensitive data masking for Hebrew Israel (he-IL) and Turkish (tr-TR) in messaging transcripts.

Administrators can now enable or disable sentiment and empathy analysis at the program level. This feature provides granular control over AI-driven analytics, helping organizations comply with regional labor laws and data governance requirements by selectively disabling these features for specific programs while continuing to use them where permitted.

Administrators can now add up to 1,000 terms to the native transcription dictionary, doubling the previous limit of 500 terms. This increase enables broader coverage of domain-specific vocabulary, improving transcription quality and topic detection accuracy, particularly in terminology-heavy industries such as healthcare.

Genesys Cloud now provides improved native transcription accuracy for English dialects across various accents and specialized domains, such as healthcare and finance. This enhancement leverages a new transcription engine training cycle that incorporates diverse datasets to improve recognition quality. These improvements help increase the reliability of transcripts, analytics, summaries, and insights for supervisors, quality managers, and analysts.

The Sentiment Feedback user interface now aligns with the latest Genesys Cloud Spark V4 Flare design standards. This update improves usability, accessibility, and visual consistency while preserving existing functionality and providing a more consistent experience across Genesys Cloud.

The Speech and Text Analytics configuration user interface now aligns with the latest Genesys Cloud Spark V4 Flare design standards. This update improves usability, accessibility, and visual consistency while maintaining existing functionality and providing a more consistent experience across Genesys Cloud.

Genesys Cloud CX customers and partners can now access near real-time, flattened data through the scalable Lakehouse Extraction API, which continuously delivers updated Parquet files through an API using a rolling three-day lookback window to simplify integration with cloud data warehouses such as Amazon Redshift and Snowflake. The Lakehouse Extraction API reduces reliance on fragmented APIs and manual data stitching by providing consistent, incremental access to rich Genesys Cloud CX data directly from the event source, including conversation, participant, session, segment, metric, and related interaction data from across Genesys Cloud CX. This foundation supports advanced analytics, reporting, and future lakehouse-ready data architectures. Contact your Genesys account team for more information.

Genesys Cloud now enables the Call Session Service (CSS) for eligible organizations with low call volumes as part of a phased rollout. CSS is a core telephony service that supports call session management and is being introduced to customer traffic following successful validation in internal environments. No customer configuration changes are required.

The Communicate Mobile app is now the Associate Mobile app. This update includes a refreshed user interface that aligns with the current Genesys Cloud visual design, providing a more consistent experience across iOS and Android devices. Users can also benefit from improved navigation, updated controls, and enhanced accessibility support, including improvements for light and dark themes.

Administrators and supervisors can now use Genesys Cloud Copilot to identify and update multiple users and their attributes with a single natural language prompt. This feature supports searching for users by criteria such as queues, skills, languages, and roles, and enables bulk updates for queue membership, presence status, and role assignments for up to 50 entities. These capabilities help reduce manual configuration time and improve operational efficiency when managing large groups of users.

Administrators can now use CX Cloud from Genesys and Salesforce in the Genesys Cloud FedRAMP region. This enhancement enables US federal government agencies and other organizations with FedRAMP requirements to use the integration while meeting applicable security, privacy, and compliance standards.

ServiceNow email interactions can now be routed through Genesys Cloud using routing criteria such as skills, priority, and agent availability. Agents can manage email interaction actions such as transfer, hold, and close within the ServiceNow Agent Workspace using ServiceNow-native controls, while benefiting from Genesys Cloud routing and interaction management capabilities. This feature helps improve productivity by providing a unified experience for handling customer interactions.

AVA administrators can now view additional AVA debugging details in Architect Execution History and Replay mode, including ordered tool invocations and each tool call’s latency and outcome status (success, timeout, error, or blocked). AVA administrators can also view the exit type and exit reason for LAM-based AVA segments to help determine why an interaction was contained, handed off, or escalated.

Genesys Cloud users can now enable an updated Architect user interface with support for dark mode. Users can switch between light and dark themes for a more comfortable and personalized experience, while designing and managing Architect flows. This update introduces visual interface changes, with no changes to underlying functionality or navigation.

Agent Copilot and Virtual Agent now provide improved Knowledge answer quality through updated answer generation models. These updates improve answer relevance, accuracy, and grounding on Knowledge content, helping agents and end users receive more reliable responses while maintaining existing latency, scalability, and regional availability standards.

Administrators can now use a new condition in time-off request role privileges to limit a supervisor's view to only the agents assigned to their work teams. This feature helps ensure that supervisors can view, manage, and approve time-off requests only for agents within their assigned work teams, improving security and supporting organizational and union compliance requirements.

Supervisors can now monitor an agent's desktop in real time while the agent handles ACD interactions. Screen monitoring can be used alongside voice and digital monitoring, providing additional context about agent activity during customer interactions. This feature supports multi-monitor environments and requires Genesys Cloud Background Assistant (GCBA) version 1.7.468 or later.

Administrators can now delete activity plans directly from the inactive activity plan list view. Administrators can also permanently remove future occurrences and associated sessions from schedules without deleting the activity plan. These enhancements help administrators remove outdated or unnecessary plans, improve schedule maintenance, and reduce administrative effort.

Genesys Cloud deprecated GPE journey outcomes, including the outcome prediction feature that calculates the probability that an online visitor will achieve a defined outcome and uses that score for proactive engagement in Genesys Predictive Engagement. This feature and all related outcome configurations are no longer available. Outcome triggers in Action Map configurations are also no longer available.