Exploring the Latest Updates and Features in Genesys Cloud CX
June 2025
Genesys Cloud just got even smarter!
This month, Genesys delivered a powerful set of enhancements designed to help you elevate customer experience, streamline operations, and unlock greater value from your CX investment. Whether you’re focused on digital transformation, workforce efficiency, or AI-powered insights, the June releases bring innovation across every layer of the platform.
Account management
Enhanced groups profile configuration
Genesys Cloud refreshed the style of the groups profile page in Admin > Directory > Groups. The update includes modernised buttons, text formatting, tables, and menus to align with current UI standards. These improvements do not impact the existing functionality and help create a more consistent and intuitive administrative experience.
Licensing: All licenses include this feature.
Further Information: About Groups.
Customer engagement
Send and receive media through X (formerly Twitter) channel
Agents can now receive inbound video and GIF attachments through the X (formerly Twitter) Direct Messaging channel. Additionally, agents can send outbound images, videos and GIFs on X Direct Messaging and Public Social responses. This feature enables organisations to maintain a consistent customer experience across direct messaging channels.
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: Channel, bot, and touchpoint capabilities feature comparison, and Messaging pricing.
Mobile Messenger SDK content profile support
Mobile Messenger users can now exchange files with agents based on configured content profile settings. This enhancement enables tailored file-sharing capabilities, increasing flexibility and improving the overall in-app messaging experience for both users and agents.
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: Mobile Messenger feature comparison matrix.
Time-based conditions in call rule sets
Administrators can now use time-based conditions when they create call rule sets, giving them greater control over when rules are triggered. This enhancement improves automation and supports compliance with time-sensitive regulations. With this update, administrators can now define rules based on specific times and time zones.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Add a rule, and Best practices for time and date condition in rule building.
Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance
The Mobile Messenger SDK now includes key accessibility enhancements that help meet WCAG 2.1 AA standards. These updates include enhanced screen reader support, improved colour contrast, increased tap target sizes, and scalable text for improved readability. These changes help make the SDK more usable for people with visual, motor, or cognitive disabilities, supporting broader inclusivity and accessibility compliance efforts.
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.
Configurable X integration sizes and new entry size
Administrators can now configure the size of the X (formerly Twitter) integration when setting up a new connection and also adjust the size of existing X integrations directly within the platform. This feature helps improve flexibility and control when setting up or maintaining X messaging capabilities.
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 ACD messaging for X (formerly Twitter) Direct Messaging, Channel, bot, and touchpoint capabilities feature comparison, and Messaging pricing.
Linked organisation name directly in the Profile Panel contact card
Agents can now view the linked organisation’s name directly below the contact’s name in the contact card in the Profile Panel tab. This enhancement offers agents a quicker way to access the organisation name and improves their efficiency while responding to a customer. Previously, an agent had to navigate to the Organization tab in the Profile Panel page to view the organisation name.
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, or Genesys Cloud CX 3 Digital.
Further Information: View interaction history for an organisation, and Explore a contact’s organisation.
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.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Slots and slot types overview, Use custom timeslot slot types in a bot flow, and Ask for Slot action.
Genesys Cloud Social support for Instagram
Genesys Cloud Social now supports Instagram, enabling administrators to organise 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.
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: Social listening topics, Accept and respond to a social listening interaction, and Social Listening Posts view.
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, standardised 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.
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 web messaging, and Channel, bot, and touchpoint capabilities feature comparison.
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.
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: Create responses, and View responses.
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 organisations optimise 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.
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: SMS long codes – Inbound/outbound rates, and Genesys Cloud tokens-based pricing model.
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.
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: Use the organisation’s email domain name.
Sort contacts by priority in skills-based dialing for progressive campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in progressive campaigns. This feature ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Contacts are delivered in priority order across all skill groups, creating a more predictable and efficient dialing process. This enhancement improves campaign performance by ensuring top-priority contacts are reached sooner and is especially beneficial for organisations with multi-skilled agents and time-sensitive outreach objectives.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: About outbound dialing.
Sort contacts by priority for skills-based dialing in Preview campaigns
Genesys Cloud now sorts contact records by priority for skills-based dialing in Preview campaigns. This enhancement ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Genesys Cloud delivers contacts in order of priority across all skill groups, creating a more predictable and efficient dialing process. This update improves campaign performance by ensuring that top-priority contacts are presented to agents first and is especially beneficial for organisations with multi-skilled agents and time-sensitive outreach goals. No special configuration is required beyond enabling dynamic sorting for the campaign.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: About outbound dialing.
Workitems List View filter enhancements
Administrators, agents, and supervisors can now use enhanced filter options in the workitems List View. This feature allows users to filter workitems across multiple workbins, rather than being limited to a single workbin, which provides greater flexibility and efficiency when locating specific workitems. Also, agents and supervisors who preview a workitem now see the values of custom attributes, even when those values are null. Previously, custom attributes with null values were hidden from the preview.
Licensing: Work Automation Add-on.
Further Information: Work with List View.
Enable or disable Last Agent Routing for digital conversations
Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can choose to route conversations only if the last agent is a member of the conversation queue or allow routing even if the agent is not a member of the queue. Previously, LAR was always enabled by default. With this update, administrators gain greater control over routing behaviour. Routing conversations to the last agent who handled them helps maintain context and ensures a more seamless customer experience.
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, or Genesys Cloud CX 3 Digital.
Further Information: Last agent routing overview, and Create and configure queues.
Data, Analytics and Reporting
Group Ring column and filter in Interaction views
Supervisors can now view and filter voice interactions that alert group members via Group Ring in various analytics interaction views, including Agent Interactions Detail, Campaign Interactions Detail, Interactions, Queue Interactions Detail, and My Interactions. This enhancement enables supervisors to identify and save a list of interactions that alert group members with Group Ring alerts.
Licensing: All licenses include this feature.
Further Information: Agents Interactions Detail view, Campaign Interactions Detail view, and Interactions view.
Program and Detected Category filters and columns in Content Search view
Analysts can now filter interactions by Program and Detected Category in the Content Search view. This feature also allows analysts to add Program and Category columns to the results, enabling them to see relevant information for each interaction at a glance. After adding these columns, analysts can analyse and share interaction data more easily based on program and category insights.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Content Search view.
Enhanced Performance dashboards with real-time agent status counts by work team
Supervisors can now configure widgets based on work teams and view real-time agent status metrics specific to their teams. This feature enables supervisors to monitor agent status counts in real-time and filter the agent list by work team.
Licensing: All licenses include this feature.
Further Information: Add and edit Performance Dashboards.
AI insights about reasons for customer sentiment
Administrators can now view AI insights to understand the reasons behind customer sentiment. The Reason for Sentiment feature helps teams quickly understand the drivers behind customer satisfaction or dissatisfaction in interactions. Instead of just showing whether sentiment is positive, negative, or neutral, the feature highlights specific factors influencing customer emotions; for example, long wait times, product issues, or agent empathy. This feature makes it easier for supervisors to find the root cause of negative experiences, coach agents based on specific moments in conversations, and spot common themes across multiple interactions.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud AI Experience, or Genesys Cloud EX.
Further Information: Work with a voice transcript, and Work with a digital transcript.
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.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud AI Experience.
Further Information: Work with a voice transcript, and Work with a digital transcript.
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 centre 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 centre managers to get a holistic view of the time taken for digital messaging interaction and how quickly the customers can contact the agent.
Licensing: All licenses include this feature.
Further Information: Interactions view, My Interactions view, and Campaign performance detail view.
Improved readability of native voice transcription in Spanish language transcripts
Genesys Cloud native voice transcription now supports capitalisation, punctuation, and normalisation of digits for Spanish 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: Genesys Cloud supported languages.
Unified and scalable Genesys Cloud CX conversation data extraction
Genesys Cloud customers and partners can now access near real-time, flattened conversation data through a scalable Lakehouse Data Stream. This capability continuously delivers updated files to Amazon S3 with a rolling 3-day lookback window, simplifying integration with cloud data warehouses such as Amazon Redshift or Snowflake. The Lakehouse Data Stream reduces reliance on fragmented APIs and manual data stitching, providing consistent, incremental access to rich omnichannel interaction data. This foundation enables advanced analytics, reporting, and in a future release, data lakehouse-ready architecture. Beginning June 30, 2025, customers may opt in to a limited-availability program to begin leveraging this capability. Contact your account team for details.
Licensing: Genesys Cloud CX 3, or Genesys Cloud 4.
Further Information: About views and dashboards, and Interactions view.
Employee Productivity
New email send permissions control
Administrators can now control whether agents can use the default email Send button in Genesys Cloud. This feature helps organisations that have strict email validation processes enforce content review before sending messages. Administrators can hide the Send button and enable their own custom Send actions through an app widget or script, which allows companies to apply their internal approval for automated or manual workflows before Genesys Cloud sends an email to a recipient.
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: Reply to or forward an email message interaction.
Genesys Agent Copilot and Genesys Virtual Agent Turkish language support
Agent Copilot and Genesys Virtual Agent are now available for Turkish Turkey (tr-TR).
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.
Further Information: Genesys Cloud supported languages.
Agent Copilot summary API metrics and edited summaries
Administrators can now track how agents interact with AI-generated summaries using the Agent Copilot Summary Analytics API. This feature includes metrics for how often summaries are presented, edited, submitted, copied, and the amount of positive and negative feedback that agents provide. The API also tracks AI-predicted wrap-up code submissions. In addition, the Agent Copilot Summary Conversation API now includes edited summaries, along with associated reason and resolution fields, which helps to ensure that CRM systems receive both the original AI-generated summary, and any agent changes. These updates give supervisors more visibility into how agents use Copilot summaries and help support monitoring, reporting, and coaching efforts. Agent Assist summaries are not included in this update and will be addressed separately.
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.
Further Information: Update agent’s engagement for the summary, Genesys Agent Copilot performance dashboard, and Update the feedback for the summary.
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.
Licensing: Genesys Cloud CX 1.
Further Information: About faxes.
Customisable summaries in AI Studio
Administrators can now customise how summaries appear in Agent Copilot. These configurations customise the summaries that Agent Copilot generates, including level of detail, custom insights, formatting, PII avoidance, and other insights. This feature helps reduce after call work (ACW), and if combined with accurate transcription, allows for more precise capture of the integration and a faster way for supervisors or quality managers to review an interaction. This feature is currently only available for all English dialects and Spanish ES-US.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Customisable summaries overview, Add and manage an AI Studio customizable summary, and Assign a summary configuration to an Agent Copilot.
Open platform
Wrap-up code integration between Genesys Cloud and ServiceNow
Agents who use the Unified Experience from Genesys and ServiceNow can now assign wrap-up codes directly within the ServiceNow agent workspace. ServiceNow displays the wrap-up codes configured in the corresponding Genesys Cloud queue. After agents complete a Genesys Cloud-hosted interaction, they can select the appropriate wrap-up code in the ServiceNow interface. Then, the integration automatically pushes the selected value to Genesys Cloud. This feature ensures consistent data capture and improves analytics for interactions managed through the Unified Experience.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Wrap-up code administration for Unified Experience from Genesys integration.
On Demand log capture for agents
Genesys Cloud now includes a new On Demand log capture, which allows users to send the last five minutes of their console logs to administrators without requiring advance logging enablement. This enhancement reduces agent downtime, speeds up issue diagnosis, and streamlines the troubleshooting process for administrators.
Licensing: All licenses include this feature.
Further Information: Send On Demand capture logs to admins, Agent activity overview, and Enable automatic Scheduled log capture for agents.
Script selection from in the Workitem Panel in Panel Manager
Agents can now select a script directly from the Workitem panel within the Panel Manager.
Licensing: Work Automation Add-on.
Further Information: Specify default panels for agent interactions.
CX Cloud from Genesys and Salesforce integration non-WebRTC phone support
Agents can now select non-WebRTC phones; for example, remote phones, or SIP desk phones, within the Genesys Cloud CX Utility embedded in Salesforce Service Cloud. Administrators can configure available phone types in Genesys Cloud and assign them to agents. Agents can then choose their preferred device directly from the Salesforce Service Cloud console.
Licensing: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Select a phone in Genesys Cloud CX Utility, and Log out of phone in Genesys Cloud CX Utility.
New Genesys Cloud Voice phone number inventory report
Genesys Cloud Voice administrators can now access and export a report that lists all active Genesys Cloud Voice phone numbers in their organisation. This report provides a clear overview of phone number inventory, making it easier to manage and audit assigned numbers.
Licensing: All licenses include this feature.
Further Information: Export active numbers.
Genesys Cloud support for OAuth 2 authorisation for the Proof Key for Code Exchange (PKCE) grant type
Genesys Cloud now supports the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorisation. PKCE enhances security for public clients by reducing the risk of intercepted authorisation codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorisation request. This update allows agents to log in to CX Cloud from Genesys and Salesforce using PKCE, providing a more secure alternative to the Implicit Grant flow. This enhancement improves login security for agents accessing CX Cloud via Genesys or Salesforce integrations.
Licensing: Communicate, Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Authorisation.
Self service and automation
Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
Administrators can now set an inter-digit timeout for virtual agents and bot flows. This feature sets the amount of time, in seconds, that the bot waits for a participant to press the next digit before proceeding. This feature improves the customer experience in scenarios when they need extra time to enter long numbers or other information.
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: Set up user input for a bot flow.
Genesys Cloud Virtual Agent language support for Italian
Genesys Cloud Virtual Agent now supports Italian (it-IT).
Licensing: Genesys Cloud AI Experience.
Further Information: Genesys Cloud supported languages.
Introducing Guides in AI Studio
Genesys Cloud introduces Guides for virtual agents in AI Studio, the new central hub in Genesys Cloud for building AI experiences. AI Studio Guides enable business teams to create intelligent and adaptable virtual agents using natural language and the power of AI. Organisations can deploy their guides within Virtual Agent enabled flows in Architect, blending structured logic and agentic AI in a safe, scalable way.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: About AI Guides, and Guides overview.
Introducing AI Studio
Genesys Cloud introduces AI Studio, Genesys’s command centre for building and managing the next generation of AI-powered customer experiences. AI Studio enables business teams to build, manage, and deploy AI experiences through a unified and intuitive workbench ensuring consistency, scalability, and built-in governance.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: About AI Guides, and Guides overview.
Workplace engagement
Export agent summary data as PDF or CSV
Supervisors can now use a dedicated print view and .csv export Scorecard Insight details directly from the Agent Summary page in the Insights tab. This new functionality provides a dedicated print view for generating a curated, print-friendly .pdf and an option to download agent performance data as a .csv file.
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: Agent activity insights.
Improved Genesys Cloud Background Assistant (GCBA) Installer
The GCBA installer now displays user prompts in the local language and features an enhanced proxy configuration interface that improves input validation.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: About Genesys Cloud Background Assistant (GCBA).
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.
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 CX 4.
Further Information: Automated scoring options in evaluation forms.
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.
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, Genesys Cloud CX 4, Genesys Cloud AI Experience, or Genesys Cloud EX.
Further Information: Create and publish an evaluation form.
Workforce management capacity planning
Planners can now create long-term capacity plans to project staffing needs for each planning group up to two years in advance. This feature enables contact centres to identify potential overstaffing and understaffing, align hiring strategies with forecasted demand, and improve long-term workforce planning and goal setting.
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: Add a staffing group, Create a capacity plan, and View results of capacity plans.
Deprecations
Deprecation: ACD Web Chat 2.0 (Rest API)
Genesys will end support for the legacy ACD web chat version 2, currently accessible through the chat widget versions 1.1 and 2.0. They will be removed at a later date. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger to avoid service disruptions.
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: Deprecation: ACD Web Chat 2.0 (Rest API), About widgets for web chat, and Web chat to web messaging migration and impact.
Deprecation: Agent Assist AI Experience tokens provisioning
Genesys discontinued support for Agent Assist provisioning via Genesys Cloud AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organisations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud AI Experience tokens.
Further Information: Deprecation and end of sale of Agent Assist via AI tokens.
Deprecation: Predictive Engagement support for ACD Web Chat 2.0
Genesys will discontinue support for ACD web chat version 2, available through chat widget versions 1.1 and 2.0. Also, Predictive Engagement will no longer support these earlier versions. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger to avoid service disruptions.
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: Deprecation: Predictive Engagement support for ACD web chat (version 2).
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.
Further Information: Deprecation: Windows 10 support for GCBA.
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.
Further Information: Deprecation: Workforce Management Historical Data Import delete old job API endpoints and replace with new API endpoints.
Deprecation: Mobile Messenger SDK localisation files storage
Genesys Cloud no longer supports the current storage of Mobile Messenger SDK localisation files hosted in the Genesys managed S3 buckets. Localisation files are no longer maintained through Genesys S3 storage. To ensure continued access to localisation functionality, Genesys Cloud recommends that you upgrade to Mobile Messenger SDK version 1.13 or later, which provides an updated approach to localisation file management.
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: Deprecation: Mobile messenger localisation file storage S3 bucket.
Deprecation: BYOC Premises Edge Remote Survivability
Genesys Cloud no longer supports the BYOC Premises Edge Remote Survivability feature. Genesys Cloud is retiring Remote Survivability due to limitations that prevent consistent and reliable operation during an internet outage. Specifically, when a BYOC Premises Edge loses internet connectivity, IVR flows cannot be delivered predictably, ACD calls cannot be routed to active agents, and AI-powered features that require real-time media processing become unavailable.
Licensing: All licenses include this feature.
Further Information: Deprecation: BYOC Premises Edge Remote Survivability.
Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions
Genesys Cloud no longer supports Genesys Predictive Engagement for Genesys Engage hybrid solutions, which include Genesys Engage on-premises, Genesys Engage Cloud, and Genesys Engage Multicloud. As part of this deprecation, Genesys Cloud discontinued the sale and renewal of licenses for these hybrid solution deployments. To ensure that customers continue to benefit from the latest innovation and capabilities, Genesys Cloud is migrating all existing customers using Genesys Predictive Engagement on Genesys Engage hybrid solutions to Genesys Predictive Engagement on Genesys Cloud CX. All organizations currently using Genesys Predictive Engagement on Genesys Engage on-premises, Genesys Engage Cloud, or Genesys Engage Multicloud, are affected.
Licensing: 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, or Genesys Cloud AI Experience.
Further Information: Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions.
