Exploring the Latest Updates and Features in Genesys Cloud CX
July 2025
Genesys Cloud just got even more powerful.
This month’s feature releases deliver intelligent automation, enhanced analytics, expanded language support, and next-level workforce tools—helping you deliver exceptional customer experiences at scale. Whether you want to optimise agent performance, improve compliance, or engage customers in more channels, these updates are designed to keep you ahead.
Account management
Audit SAML authentications
SAML authentication attempts are now recorded in audit logs to help with troubleshooting and security analysis. Previously audit logs only recorded authentication attempts for native Genesys Cloud login attempts. This change ensures logging consistency for both native and SAML authentications. As in the case of native authentications, SAML authentication failures can be viewed via Audit Viewer, which uses the Real Time API, whereas successful SAML authentications can be viewed through the API interface (which is configured for Async API). The Action Catalog in the Developer Centre has been updated to include the associated entity and action details. No additional action is required to obtain these events.
Licensing: All licenses include this feature.
Further Information: Action Catalog.
Increased SSO integrations allowance per identity provider
Administrators can now configure up to 30 single sign-on (SSO) integrations for a single Identity Provider (IdP) or a mix of different IdPs, providing greater flexibility for organisations with multiple business units or regions that require separate single sign-on configurations. This enhancement includes the ability to sign authentication requests for added security and a reorganised single sign-on configuration UI for easier setup. Also, administrators can customise the login screen to display a custom name, logo, or both.
Licensing: Collaborate, Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Add multiple single sign-on providers to Genesys Cloud.
Customer engagement
Messenger individual application provisioning and configuration redesign
Administrators can now provision individual Messenger applications (including Messaging, Co-browse, Knowledge, and Journey Tracking) with greater granularity. The redesigned Messenger configuration follows a modular approach, allowing administrators to selectively deploy only the Messenger applications needed for their website. This feature provides more control, simplifies management, and improves flexibility when configuring customer engagement tools.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Configure Messenger, Preview a version of a Messenger configuration article, and Clone a version of a Messenger configuration to the draft version.
WhatsApp’s per message pricing update
Genesys Cloud now supports WhatsApp’s new per-message pricing model. This change, driven by Meta’s global pricing update, aims to align WhatsApp pricing with industry standards and promote higher-quality, context-relevant communications.
Licensing: Genesys Cloud CX 1 Digital Addon II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Messaging pricing.
Configurable outbound routes now available for customer first callbacks
Administrators can now configure specific outbound dialing routes for customer first callbacks on a per-queue basis. In the Customer First view, administrators can specify a telephony site or edge group to use when agents place outbound calls for automated Customer First Callbacks on a per-queue basis. This new option allows selecting a dialing group directly from the queue settings. This feature helps administrators manage telephony resources more effectively, and support location-based routing when needed. If no dialing group is selected, the system uses the default telephony site and preserves existing behaviour.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Create and configure queues.
Access and promote external contacts directly in Architect
Flow authors can now use a built-in variable to reference externalContactId in Architect flows without needing custom data actions. A new native action also allows promoting an ephemeral or identified contact to a curated external contact directly within the flow. These enhancements help streamline contact handling and expand native support for external contact operations in Architect.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Promote External Contact action.
Internal article linking within the knowledge base
Web Messenger Knowledge App users can now navigate to other articles within the same knowledge base. Internal links open in the same page. New breadcrumb navigation also makes it easier to explore article categories. These updates help streamline browsing, reduces the need for new tabs, and improve the overall reading experience.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: About the knowledge portal.
Data, Analytics and Reporting
Recover deleted dashboards from summary and owner pages
Administrators can now recover dashboards deleted within the last 30 days directly from both the Performance Dashboard Summary page and the Dashboard Owners page. This feature allows administrators to quickly restore deleted dashboards without manually recreating them or contacting customer care. This enhancement provides improved visibility and control by allowing administrators to do the following:
- View and restore recently deleted dashboards.
- Filter or drill down into deleted dashboards by specific owners within the organisation.
Licensing: All licenses include this feature.
Further Information: Performance dashboard owners, Add and edit Performance Dashboards, and Recover deleted performance dashboards.
Flow outcomes and milestones now available in Journey Management
Journey Management users can now add and analyse Architect flow outcomes and flow milestones directly within Journey Management. These event types appear on the canvas alongside other journey events and support full grouping, filtering, and segmentation functionality. This enhancement allows teams to better understand where customers hit key milestones or achieve specific outcomes during their interactions. Flow-level data is now easier to access and interpret, supporting improved optimization, reporting, and journey design.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: List of events and attributes in Journey Management, About Journey Management, and Journey Management overview.
Search transcript content up to 90 days back
Users can now search for words and phrases in transcripts from interactions that occurred up to 90 days ago (an increase from the previous 60-day window). This update helps teams review a broader range of customer interactions for quality assurance, compliance checks, and performance insights. With a longer lookback period, users gain more flexibility in identifying patterns, addressing concerns, and supporting operational analysis.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Content Search view, and Content Search – For how long can you search for an interaction?.
Improved native voice transcription readability for Portuguese
Genesys Cloud improved native voice transcription readability for Portuguese dialects (pt-PT and pt-BR). These enhancements apply to capitalisation, punctuation, and normalisation of digits for Portuguese language transcripts.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: About voice transcription, and Genesys Cloud supported languages.
Exclude existing topics and phrases from topic mining
Administrators can now set configuration to ignore topics and phrases already configured in an organisation. This feature helps reduce duplicate suggestions and keeps the focus on identifying new and relevant conversation patterns. A global exclude list is also available, allowing teams to filter out specific words or phrases from mining results for cleaner, more actionable insights.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Use ignore lists to refine topic miner suggestions, Topic miner overview, and Add a new topic miner.
Manage expiring and expired exports in the scheduled exports view
Users can now see details about expiring and expired exports directly within the analytics workspace scheduled exports view. This feature helps users take timely actions such as renewing or downloading exports before expiration and also adds the ability to copy Export IDs and Run IDs for easier troubleshooting and tracking. The ability to view these exports improve visibility and control over export data, helping to streamline export management.
Licensing: All licenses include this feature.
Further Information: Scheduled Exports view
Further Information: Genesys Cloud supported languages, About Genesys Agent Copilot, and About Genesys Virtual Agent..
Employee Productivity
Call forwarding enhancements with group search functionality
Genesys Cloud users can now use group search functionality in the Forward Calls UI to search for and select specific groups when they forward calls. Search results display groups along with their associated phone numbers. When a user selects a group, the system automatically maps it to the correct phone numbers on the backend. This feature helps direct calls to the right audience quickly and efficiently.
Licensing: Communicate.
Further Information: Forward your calls.
Enable focus mode for agent apps
Agents can now use focus mode to expand supported apps (for example, scripts or third-party tools) across the full workspace. This update helps improve visibility and interaction by hiding other panels and navigation, reducing clutter and allowing agents to concentrate on complex tasks. Focus mode is especially helpful for apps that exceed current layout dimensions, offering a more streamlined experience without requiring UI changes.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Activate focus mode.
Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian
Genesys Agent Copilot and Genesys Virtual Agent now supports Danish Denmark (da-DK), Finnish Finland, (fi-FI) and Norwegian Norway (nb-NO).
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Self service and automation
Knowledge workbench V2 accessibility improvements
Genesys Cloud updated the knowledge workbench V2 user interface to improve accessibility and the customer experience. These enhancements include improved colour schemes, adjusted contrast for buttons and other UI elements, and extended keyboard navigation for better focus and target size. The changes do not impact existing functionality.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: About the knowledge workbench v2.
Introducing Virtual Agent performance dashboard
The Virtual Agent performance dashboard gives administrators and analysts a comprehensive view of Virtual Agent performance and feature usage. This view helps teams quickly identify and address performance discrepancies, make informed decisions, improve efficiency, and evaluate the return on investment of their Virtual Agent.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: Virtual Agent performance dashboard, and Insights and Optimizations menu overview.
New metrics for Architect bot and digital bot flows in the Optimization dashboard
Flow authors can now view two more metrics (Contained and Transferred), in the Optimization dashboard. The Contained tile shows the number of interactions fully handled within the bot. Metrics related to Transfer to ACD are now moved from the Agent Escalation tile to the new Transferred tile, providing clearer insight into bot handoffs.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: Insights and Optimizations menu overview.
Enhanced AI-powered slots for virtual agents
Flow authors can now set minimum and maximum lengths for alphanumeric and numeric slot types, enabling bots to capture input with greater flexibility. AI-powered slots also now support special characters such as slashes and dashes, provide customisable continuation prompts, and improve slot value correction. These updates help make virtual agent conversations more natural and adaptable. Also, the test widget in Architect bot and digital bot flows now supports multi-turn conversations and partial slot collection, making it easier to test and refine AI-powered slot behaviour.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Use AI Powered slot types in a bot flow, and Ask for Slot action.
Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
Genesys Virtual Agent now supports Arabic UAE (ar-AE), Hindi (hi-IN), Korean Korea (ko-KR), and German Switzerland (de-CH) dialects.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Genesys Cloud supported languages, and About Genesys Virtual Agent.
Workforce engagement
Policy-based station-side call recording
Administrators can now capture policy-based recordings directly at the user’s station that handles the call. With station-side call recording, administrators can enable recordings on specific users’ phones. This feature improves the capture of internal calls according to company policies, such as conversations between employees or calls to internal support teams, providing broader coverage for compliance and quality needs.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud EX.
Further Information: Call recording in Genesys Cloud overview, Configure the Genesys Cloud WebRTC phone, and Access control transactional objects.
Evaluation data access via consolidated reporting views
Administrators can now access evaluation data through consolidated reporting views, and Genesys Cloud will retire the Performance > Overview (Evaluations) page. Administrators can access the evaluation and calibration data previously available on that page through other reporting views within the platform. This change helps reduce duplication and keeps evaluation and calibration workflows consistent with other analytics and reporting tools in Genesys Cloud. When users submit calibrations, dispute evaluations, or review evaluation data, Genesys Cloud directs them to the relevant interaction or reporting view and displays the appropriate results. These updates help evaluators and administrators easily track pending and completed evaluations, completed calibrations, and evaluation activity by agent or evaluator (all within familiar, consolidated reporting areas). This feature also helps ensure that reporting tools use consistent and future-ready analytics APIs. Additionally, the new My Assigned Evaluations view enables evaluators to easily manage their assigned evaluations, prioritise tasks, and track completion status over time.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: My Assigned Evaluations view, Agents Status Summary view, and Calibration evaluations.
Extended workforce management time-off submission window and management unit fixed date settings
Agents can now submit time-off requests up to 731 days (two years) in advance, supporting long-term planning and time-off bidding processes. This update also introduces a Fixed Date option in Management Unit settings, allowing organisations to set a specific cut-off date for accepting time-off requests. These enhancements provide greater flexibility, improve operational planning, and give organisations more control over time-off management.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Add a management unit, and Manage a management unit.
Unlimited archived recording restorations
Supervisors and quality managers can now restore archived recordings without the limitations previously imposed by Genesys Cloud. This update removes the restoration limit, enabling full-scale access in a single step. Removing the limit for restoration improves usability and eliminates the need for repeated requests or manual workarounds, streamlining workflows and increasing operational efficiency.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Retrieve archived interactions.
Set limits on shift types and weekend work in schedules
Administrators and schedulers can now define minimum and maximum limits for specific shift types and set the number of required working weekends directly within a work plan. These controls help create fairer schedules by distributing critical or less desirable shifts and weekend work more evenly across employees. This update supports compliance with organisational and regional scheduling guidelines while improving consistency in shift planning.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Set up the work plan’s configuration, Edit the work plan’s daily shifts, and Manage a work plan’s weekly configuration.
Increased number of AI-scored questions allowed in evaluation forms
Genesys Cloud increased the number of AI-scored questions allowed on evaluation forms from 15 to 20. This update helps quality assurance teams design more detailed evaluations that capture a wider range of agent skills and behaviours. With this added flexibility, AI can support more of the evaluation process, helping to improve consistency and reduce manual effort as QA programs extend.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Automated scoring options in evaluation forms.
Deprecations
Deprecation: Removal of Webhooks integration for chat notification
On July 7, 2025, Genesys Cloud ended chat-based webhook integrations support for the following third-party systems:
- Bitbucket
- GitHub
- Jenkins
- JIRA
- PageDuty
- Pivotal Tracker
- StatusPage
- Trello
- UserVoice
- Zendesk
Administrators cannot install new instances of these integrations, existing instances of these integrations no longer work after the effective date, and Genesys will eventually remove these integrations from your organisation. While this deprecation announcement does not currently impact the generic webhook integration, its deprecation is anticipated in the future. Customers must migrate from using webhooks integration for chat notification to Webhooks for Events integration in Genesys Cloud and send chat notifications using workflows.
Further Information: Deprecation: Removal of Webhooks integration for chat notification, and About webhook for events.
Deprecation: Update a user’s presence without permission restrictions
On July 20, 2025, Genesys will deprecate the ability to update another user’s presence in an undocumented manner. To improve security and ensure continued functionality, administrators must add the *Presence* > *User Presence* > *Edit* permission to any roles for users who update other users’ presence via the API. This deprecation affects the following endpoints:
- PATCH /api/v2/users/{userId}/presences/purecloud
- PATCH /api/v2/users/{userId}/presences/{sourceId}
Developers and administrators can use the PATCH API without the new permission until July 20, 2025. As of April 21, 2025, administrators can grant the new permission to appropriate roles.
Licensing: All licenses include this feature.
Further Information: Deprecation: Permission enforcement change to update another user’s presence with the PATCH API.
Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API
On November 17, 2025, Genesys Cloud will deprecate the following components in the External Contacts API:
- The current merge endpoint: POST /api/v2/externalcontacts/merge/contacts
- The mergeOperation in the contact object
These components will be replaced by:
- A new merge endpoint: POST /api/v2/externalcontacts/contacts/merge which allows merging up to 25 contacts of any type
- Two new fields: mergedTo, and mergedFrom, which offer more precise and flexible tracking of merged contact records
Customers must review and update their integrations to use the new endpoint and fields to align with the latest functionality in the External Contacts API.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Deprecation of current External Contacts Merge Endpoint, Deprecation of contact.mergeOperation field in External Contacts API, and About External Contacts.
