Exploring the Latest Updates and Features in Genesys Cloud CX
March 2025
The latest updates in Genesys Cloud is leading the CX evolution with innovation, insight, and impact.
Account management
Introducing the Genesys Cloud CX 4 license
Genesys Cloud now offers an AI-powered base license package, Genesys Cloud CX 4. The new package enables organisations to use Genesys Cloud for key AI-powered capabilities with a single seat price and leverage the full potential of the platform. This new license includes all of the capabilities of Genesys Cloud CX 3, plus About Genesys Agent Copilot, About Journey Management, and Genesys Cloud AI Experience tokens metering and pricing.
Licensing: Genesys Cloud CX 4.
Further Information: Overview of Genesys Cloud, Genesys Cloud hourly user licenses, and Genesys Cloud fair use policy.
Attribute-based access control
Administrators can now enforce more granular access control within Genesys Cloud using the new attribute-based access control (ABAC), in addition to the existing role-based access control (RBAC) by allowing administrators to define more specific permissions. Administrators can prevent certain users, such as supervisors, from granting themselves or others higher-level roles like master admin. In addition, administrators can now restrict users from changing certain profile fields, such as contact details, unless they have supervisor or admin permissions. This feature is useful for maintaining the integrity of contact centre workflows and ensures that agents and other users cannot inadvertently alter critical data. ABAC also provides flexibility for future use cases, where administrators can apply custom access restrictions to meet their business or security needs.
Licensing: All licenses include this feature.
Further Information: Attribute-based access control overview, Create Access Policies, and Enable attribute based access control.
Customer engagement
Typing indicators in Mobile Messenger
Participants can now see when the other party is typing in Mobile Messenger conversations, indicated by three dots that precede a response. This feature aligns Mobile Messenger with web messaging capabilities, ensuring a more consistent experience across platforms.
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: Mobile Messenger feature comparison matrix.
Support for open messaging in Single Customer view
Administrators can now enable support for the open messaging channel in Single Customer View. Agents can search for and select an existing contact in the Profile Panel or create a new contact and claim an open messaging ID as an identifier. Open messaging interactions now appear in the customer journey, helping agents understand past interactions across all supported channels. This update helps improve identity resolution, providing a complete view of customer interactions. It also enhances the ability to track and manage customer journeys across the open messaging channels
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 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: Single customer view overview, Contact identification overview, and View an interaction’s customer journey.
Genesys Cloud for X (Twitter) Direct Messaging integration
Administrators can now use the Genesys Cloud for X (formerly Twitter) Direct Messaging as a native messaging channel in Genesys Cloud. This integration allows agents to respond privately to customer messages sent to an organisation’s X business account, supporting both direct conversations and public posts that transition into private conversations. With this update, Genesys Cloud provides built-in support, simplifying setup and management while keeping customer interactions within the platform’s native messaging framework.
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: Configure ACD messaging for X (Twitter) Direct Messaging, Channel, bot, and touchpoint capabilities feature comparison, and Messaging pricing.
Introducing Genesys Cloud Social
Genesys introduces Genesys Cloud Social, which enables administrators to organise and route both public and private social media messages from customers on X and Facebook. This feature allows administrators to set up social escalation rules to direct these interactions to agents, and then agents can view and respond to these messages. Also, supervisors and managers can access listening analytics in the Social Listening Performance view, review individual posts in the Social Listening Post view, and can analyse conversational data across multiple performance views. This feature helps improve social media management, making it easier to track, route, and respond to customer communications across X and Facebook.
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 AI Experience.
Further Information: About third-party messaging, Genesys Cloud Social and third-party messaging terms and conditions, and Accept and respond to a social listening interaction.
Work Automation List view OR queries
Administrators can now use an OR operator, in addition to the existing AND operator, when they query workitems in the Work Automation List view. Within a single worktype grouping, conditions can be connected via either AND or OR. This enhancement makes it easier to find workitems based on broad or specific criteria, such as tags, skills, service level agreements (SLAs), or custom attributes. For example, case managers can now quickly answer questions like:
- How many cases have a specific skill?
- How many cases are tagged within a particular region?
- How many cases meet multiple criteria across different case types?
By default, conditions within a group use the OR operator to help supervisors, business administrators, and case managers refine their searches more effectively.
Licensing: Work Automation Add-on.
Further Information: Work with List View.
Non-default content profile support for SMS
Administrators can now configure the SMS channel to use a non-default content profile, which allows for additional file types to be shared in inbound and outbound SMS conversations. Previously, the SMS channel used the organisation’s default content profile. With this update, the SMS channel now uses supported content profiles, giving administrators more control over the types of files that can be sent and received. Users and agents can continue to attach files to MMS as they do today, but with expanded file support beyond .jpg, .png, and .gif. This update provides greater flexibility in SMS-based communication, helping ensure that more file types can be shared based on organisational needs. The SMS channel continues to use the system default content profile unless an administrator updates it.
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 SMS messaging, Assign content profile, and Accept and respond to an SMS message interaction.
Introducing outbound WhatsApp campaign support
Administrators can now create and manage outbound WhatsApp campaigns within Genesys Cloud. This feature allows businesses to send personalised, large-scale WhatsApp messaging campaigns using pre-approved message templates. Administrators can control campaign execution and monitor the status of both completed and ongoing campaigns. Also, campaign data can be viewed in the Interaction view, Campaign Performance Summary, and Campaign Performance Detail views, offering a comprehensive view of campaign performance. This feature extends outbound messaging capabilities by enabling businesses to set up campaigns with pre-approved message templates and equips administrators with more control over the execution and progress of campaigns.
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 a WhatsApp campaign, and Interactions view.
Data, Analytics and Reporting
Journey Management date range configuration
Journey Management users can refine the date range in their journey queries. They can choose from preset date ranges, such as yesterday or the last 30 days, or customise a specific date range up to the last 365 days. This feature enables the organisation to refine their analysis by aligning journey data with other reporting tools, effectively benchmark results, and gain more relevant customer journey insights.
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: Create a new journey visualisation with Journey Management.
Extended voice transcription services support for Turkish
Extended voice transcription services support is now available for Turkish (tr-TR)
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Genesys Cloud supported languages.
Support sentiment and empathy analysis for Hindi (Hi-IN)
Sentiment and empathy analysis support is now available for Hindi (Hi-IN).
Licensing: Genesys Cloud CX 1 Digital 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.
Date range and complete transfer type support for Journey Flows in Architect
Administrators can now view the specific date range that the Journey Flows visualisation covers in Architect. Also, all transfer types are now included in the visualisation, providing analysts with a more comprehensive view of customer journey paths within their Architect flows. This update helps analysts better understand customer behaviour by offering a complete view of the flow, including all relevant transfer types. The inclusion of a date range also provides crucial context, allowing for more accurate interpretation of journey data. This enhancement helps analysts gain deeper insights into customer interactions and flow paths, improving the ability to optimise journey design and customer experience.
Licensing: All licenses include this feature.
Further Information: Journey Flows overview.
Sensitive data masking support for English chat and messaging transcripts
Sensitive data masking support in chat and messaging transcripts is now available for all English dialects.
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: Genesys Cloud supported languages.
On demand voice and digital transcript translation
Administrators and supervisors can now use the Translate button on the Interaction Details page to translate interaction transcripts on demand. This feature helps supervisors and contact centre managers quickly analyse and understand interactions in different languages without the need for external translation tools. When enabled, this feature allows supervisors to convert transcripts from voice, chat, digital messages, or emails into their preferred language. The translation appears directly beneath the original transcript, making it easier to review conversations in multiple languages.
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: Work with a voice transcript, and Work with a digital transcript.
AI-generated interaction transcript summaries
Administrators can now turn AI summaries on or off for specific queues or flows by adjusting the AI Insights toggle in the Speech and Text Analytics Program Editor page. These summaries provide an overview of key topics and issues discussed during an interaction, helping supervisors quickly assess customer sentiment, agent performance, and common themes without reading the full transcript. This feature supports transcripts in English and Spanish across voice, chat, and messaging interactions, and helps supervisors and business analysts efficiently review interactions for quality assurance, coaching, trend identification, and root cause analysis.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX AI Experience, or Genesys Cloud EX.
Further Information: Work with a voice transcript, and Work with a digital transcript.
English voice transcript sensitive data masking improvements
Genesys Cloud improved English voice transcript sensitive data masking to increase the accuracy of PCI and PII entity detection in transcripts. Administrators can also choose which PCI and PII entities to redact. This enhancement helps ensure compliance with PCI and PII regulations by refining how sensitive data is detected and redacted.
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.
View average sentiment score across performance views
Administrators can now view the Average Sentiment Score by default in the Agent Performance, Queue Performance, and Flow Performance views. Previously, different views displayed sentiment data using different calculations. Now, all views use the same Average Sentiment Score, helping supervisors analyse sentiment trends more consistently. The Avg Sentiment metric is still available as an optional column, and a new tooltip explains the differences between the two metrics.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Agents Performance Summary view, Queue Performance Summary view, and Flow Performance Summary view.
Retrieve Estimated Wait Time (EWT) by label
Supervisors can now use the Estimated Wait Time (EWT) API to retrieve EWT for specific labels within a queue and media type: GET /api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime. This update introduces an optional query parameter for labels to the existing API. This enhancement helps supervisors monitor wait times more accurately for different categories of interactions. For example, they can now retrieve the EWT for all emails labelled as Billing. By including labels in EWT calculations, businesses gain better insights into wait times for specific types of interactions, helping to optimize resource allocation.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Overview of utilisation labels.
Analytics agent activity API filter and sort agents based on conversation activity
Administrators can now use the new analytics agent activity API to monitor agents’ real-time conversation activity with greater flexibility. This API provides detailed data on agents’ current conversations, such as their assigned division, language, queues, skills, after-call work, media type, and more. Supervisors can filter and sort the agent list based on various conversation states. In contrast to previous methods that required manual oversight and limited filtering options, the API allows supervisors to focus on agents handling specific conversation types in real time. Key features of the API’s initial phase include:
- Filter agent data by division, queue, skill, manager, and specific agent IDs.
- Access conversation data such as segment type, for example, dialling, hold, interact; routing skill; language; inbound or outbound direction, and media type.
- Sort the agent list by criteria like agent name, segment start time, session start time, and manager.
- Retrieve detailed metadata for each agent and their active conversations.
This release enhances decision-making with more comprehensive filtering and sorting capabilities.
Licensing: All licenses include this feature.
Agent Timeline Detail view
Administrators can now use the new Agent Timeline Detail view to provide supervisors with a comprehensive visual representation of the conversations that their agents handle. This feature offers a more complete look at an agent’s activities by showing their primary, secondary, and routing statuses. Supervisors can also see how voice conversations are interwoven with multiple simultaneous digital interactions, all within a single view. This new feature helps improve visibility into agent activities, making it easier for supervisors to track and manage workflows. The Agent Timeline Detail view uses data already available in the Genesys Cloud APIs, which makes it easy to access and view within Workspaces. This addition is especially beneficial for supervisors who want a clear understanding of their agents’ day-to-day interactions without relying on third-party products.
Licensing: All licenses include this feature.
Further Information: About Timeline Detail view, and About views and dashboards.
Employee Productivity
Conversation summaries on transfer with Agent Assist and Agent Copilot
Genesys Cloud now automatically generates conversation summaries when agents who use Agent Copilot or Agent Assist transfer calls to another agent. When the interaction transfers to the new agent, they also receive an AI-generated summary of the previous conversation. This feature helps organisations sync the summaries to their CRM using data actions, making it easier to track and reference past interactions.
Licensing: 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 CX AI Experience.
Notes panel improvements
Genesys redesigned the Notes panel with several usability improvements. Label colours are now darker for better visibility and note text appears larger for improved readability. The option to hide or show notes history is now a toggle button instead of a hyperlink. Also, when a new message is added, a border appears around it for 20 seconds, which helps users identify recent updates. These changes improve clarity and make interacting with notes more efficient and have no effect on existing functionality.
Licensing: All licenses include this feature.
Further Information: Enter notes for an interaction.
Wrap Up panel usability improvements
Genesys implemented changes to the Wrap-up Codes panel for improved agent usability. The updated design includes a selectable list of wrap-up codes, making it easier to choose the appropriate option. The panel is now more compact and streamlined, improving usability and reducing clutter. Enhanced contrast supports accessibility, and a red duration counter provides better visibility, helping agents track wrap-up time more effectively. These updates improve efficiency and clarity when agents complete interactions.
Licensing: All licenses include this feature.
Further Information: Specify wrap-up codes.
ACD voicemail transcription
Administrators can now enable ACD voicemail transcription in the organisation’s settings, which allows agents to read voicemail transcripts directly within the platform. This feature helps agents quickly understand the reason for a call and gather relevant information before returning it.
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 AI Experience.
Further Information: Enable agent voicemail transcriptions.
Improved accessibility in Tempo
Genesys Cloud enhances accessibility in Tempo to better support screen readers, keyboard navigation, and other inclusive design features. This update helps ensure that all users, including those with disabilities, can navigate and interact with Tempo more effectively. These improvements align with WCAG 2.2 standards, reinforcing Genesys Cloud’s commitment to a more inclusive customer experience.
Licensing: Genesys Cloud CX WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
View possible shifts in the Genesys Tempo mobile app
Administrators can now allow employees to see their potential shifts for unpublished weeks in the Genesys Tempo mobile app. This update helps employees plan their work and personal lives by providing a clearer view of when they may be scheduled. With this enhancement, employees can:
- View their possible shifts on daily and weekly schedules.
- See a visual representation of their shift probability using a blue colour gradient, where darker shades indicate a higher likelihood of being scheduled.
- Distinguish between scheduled and possible shifts in the monthly calendar view.
- Access estimated paid hours for each day and week.
These updates help improve schedule transparency and flexibility, making it easier for employees to plan ahead.
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: FAQs: Genesys Tempo for iOS, and FAQs: Genesys Tempo for Android.
Conversation details for agents
Administrators can now use Architect to configure a conversation details panel for agents, which provides them with essential conversation information throughout the entire engagement cycle, before the interaction is accepted, after it has been accepted, and during wrap-up. The panel displays two main cards: one for conversation participants, and another for a brief summary of the contact profile, when available. This feature allows agents to quickly access relevant context, helps them to efficiently address customer requests, and reduces the time spent gathering information during an interaction
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: View an interaction’s conversation details, and Navigate the interactions panel.
Prevent agents from staying on queue without a selected station
Administrators can now remove the Telephony > Phone > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue. Previously, agents could go on queue, deselect their station, and remain on queue without taking calls. This change helps improve queue integrity by ensuring that only agents with an active station can remain available for interactions.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Log out of phone in embedded clients, Select a phone, and Change your status.
Open Platform
Genesys Enhanced TTS now includes Amazon Polly Neural voice
Genesys Enhanced text-to-speech (TTS) engine now supports Amazon Polly Neural voices. This feature expands language options and enables customers to select the most appropriate TTS voice for their organisation. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Genesys Enhanced TTS Amazon Polly regions, and About text-to-speech (TTS) engines.
Unified Experience from Genesys and ServiceNow embedded voice interactions
Administrators can now enable a unified experience for ServiceNow users by integrating Genesys Cloud Voice interactions into the ServiceNow agent workspace. This feature presents voice interaction controls in the same way as ServiceNow chats and cases within the standard agent inbox. This update helps agents work more efficiently by reducing the need to switch between different interfaces for handling customer interactions.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: About Unified Experience from Genesys and ServiceNow, and Overview of Unified Experience from Genesys and ServiceNow.
Unified Experience from Genesys and ServiceNow with External Routing support
Administrators can now route ServiceNow chats and cases through Genesys and have them handled directly in the ServiceNow console. This integration provides agents and supervisors with real-time, omnichannel visibility within their existing ServiceNow environment. By reducing the need for multiple screens, extra clicks, and redundant data entry, this update helps improve agent productivity and shortens call times. This first release introduces new API endpoints that allow ServiceNow to send interactions to Genesys for routing. This update is the first phase of unified experience from Genesys and ServiceNow, extending native CRM and CCaaS capabilities to streamline workflows and enhance efficiency.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: About Unified Experience from Genesys and ServiceNow, and Overview of Unified Experience from Genesys and ServiceNow.
Ukrainian language support
User interface support in Genesys Cloud is now available for Ukrainian-Ukraine (uk-UA).
Licensing: All licenses include this feature.
Further Information: Genesys Cloud supported languages.
Script support in the CX Cloud from Genesys and Salesforce integration
Administrators can now use the Scripter gadget in the Genesys Cloud CX embeddable desktop component in the integration, which enables agents access to guided workflows directly in Salesforce. This feature helps agents receive structured guidance in customer interactions and enhances the Agent Copilot experience.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.
Further Information: Scripts in CX Cloud from Genesys and Salesforce, and Configure Genesys Cloud CX Embeddable Component for Scripter.
Sync external email interaction data in Genesys Cloud EX
Organisations can now inject external email interaction data into Genesys Cloud EX using Genesys Cloud APIs. This enhancement allows organisations to include email interactions from third-party platforms in workforce management (WFM) and employee performance features, including gamification. By syncing external email data, supervisors can gain a complete view of employee performance and engagement. This capability helps organisations that use Genesys Cloud EX for employee experience, even if they do not use Genesys Cloud as their customer experience platform.
Licensing: Genesys Cloud EX.
Further Information: Understand Genesys Cloud EX, About Genesys Cloud EX, and Synchronisation of external platform data.
Genesys Cloud Voice phone numbers in Argentina, Brazil, Mexico, and Colombia
Administrators can now purchase Genesys Cloud Voice (GCV) phone numbers in Argentina, Brazil, Mexico, and Colombia for organisations with local addresses in these countries. This feature helps businesses establish a local presence and connect more effectively with regional customers and partners. By adding support for local phone numbers in these countries, Genesys Cloud Voice expands its global reach and enhances service availability for LATAM-based organisations. Customers can request these numbers through Genesys Cloud support, with applicable documentation requirements and service considerations.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. No restriction by User or required user to access.
Further Information: Genesys Cloud Voice global coverage requirements and restrictions, and Genesys Cloud Voice support.
Self service and automation
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available with French-Belgium (fr-BE) and Dutch-Belgium (nl-BE) languages.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 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 AI Experience.
Further Information: Genesys Cloud supported languages.
Query jobs API typeId as a primary filter and increased filter limits
Administrators can now use typeId as a primary filter in the query jobs API with both EQ (equals) and IN (includes) operators. This enhancement allows more precise filtering of work items based on their work type. Also, administrators can now apply up to 100 key values in queries, expanding the previous limits for statuses, queues, and custom attribute values. These improvements make it easier to retrieve specific work items and customise queries to fit various use cases.
Licensing: Work Automation Add-on.
Workplace engagement
Trigger process automation from Coaching or Learning state changes
Administrators can now use Coaching or Learning state changes as triggers for process automation in Genesys Cloud. This feature enables automatic responses to specific events, such as updating external systems or custom metrics when training milestones are reached. For example, organisations with structured training programs can automatically update agent skills in Genesys Cloud when employees complete required training. Also, companies using gamification can update custom metrics when learning items are completed. This new capability helps organisations streamline their workflows and create tailored automation rules, reducing manual updates and improving efficiency across training and coaching processes.
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: Create a development and feedback module, Agent development summary view, and Overview of triggers.
AI scoring in evaluation forms
Administrators and supervisors can now use generative AI to automatically answer questions in evaluation forms. AI scoring analyses information from the Question Group, Question, Help Text, and Answers fields to generate responses. This feature helps evaluators by prefilling answers, reducing manual effort, and improving efficiency in the quality management process.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Further Information: Automated scoring options in evaluation forms, Create and publish an evaluation form, and Evaluate an interaction.
Daily value configuration in service goal templates
Administrators can now set a daily value of up to 366 days in Service Goal Templates (SGTs), allowing for longer timescales when managing deferred work. Previously, SGTs could only be defined in hours, minutes, and seconds. With this update, a new Days field is available, providing greater flexibility for workitem routing and service-level goal configuration. This enhancement helps improve workforce management for long-duration tasks and ensures better alignment with deferred work needs.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX Digital 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 service goal template.
Add or remove individuals from automatic development and feedback modules assignment
Administrators can now manage automatic assignments for development and feedback modules at the individual level, even if those individuals do not have access to groups or ACD skills. This feature makes it easier to manage individuals from group-level training assignments without requiring additional permissions. With this new capability, administrators can adjust assignments directly from the Module Assign view or the Agent Development view, ensuring training remains relevant to each individual’s current responsibilities.
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: Assign a development and feedback module.
Gamification contests
Supervisors can now set up contests within or across teams to encourage agent engagement and drive improvements in key performance indicators (KPIs). Contests offer a gamified way to motivate agents by providing incentives and clear goals based on performance measures. Supervisors can create contests tailored to their team’s and business needs by choosing key metrics to emphasise and by recognising top performers. Agents can see which contests they are participating in, understand the rules, and track their progress. Performance administrators also have visibility into ongoing contests across the organisation, allowing them to provide support as needed.
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: Gamification contests, Supervisor activity overview, and Agent activity overview.
Deprecations
Deprecation: BYOC Premises – Genesys Hardware Solution deprecation
On December 1, 2026, Genesys will no longer support the BYOC Premises – Genesys Hardware Solution. This date marks the End of Support (EOS). Genesys recommends transitioning to one of our 100% cloud media telephony connection options (BYOC Cloud or Genesys Cloud Voice). The process for transitioning from a premises to a cloud media telephony connection option is built into Genesys Cloud via the Genesys Cloud Hybrid Media Solution.
Licensing: All licenses include this feature.
Further Information: Deprecation: BYOC Premises – Genesys Hardware Solution.
Deprecation: Billing APIs and UI components
In a future Genesys Cloud release, Genesys Cloud will no longer support the following Billing APIs and UI components:
- Billing & Usage UI: (Admin > Account Settings > Subscription)
- Partner Billing Usage API: /api/v2/billing/trusteebillingoverview/{trustorOrgId}
- Premium Applications – Usage API – Individual Customer Subscription GET endpoint: billable-vendor-usage-api.usw2.pure.cloud/v1/regions/{region}/organizations/{orgId}?appIds={appIds}
Genesys Cloud recommends that you stay informed. Genesys Cloud will share comprehensive details, including API specifications, migration guides, and specific deprecation timelines, in the coming months. Also, ensure that your development and operational teams are prepared to adapt to the new billing infrastructure.
Licensing: All licenses include this feature.
Further Information: Deprecation: Billing and usage APIs and User Interface.
Deprecation: Documents UI Audit tab
Genesys Cloud deprecated the Audit tab in the documents UI.
Licensing: Collaborate.
Further Information: Deprecation: Auditing features in Documents.
Deprecation: Auto answer pop-up toast
Genesys Cloud no longer supports the auto answer pop-up toast for agent, and queue settings.
Further Information: Deprecation: Auto answer toast.
Deprecation: Genesys Enhanced TTS – Google European Voices
On April 15, 2025, Genesys will no longer support certain Google European voices in Genesys Enhanced Text-to-Speech (TTS) integrations. Google is deprecating these European text-to-speech (TTS) voices. Genesys Cloud recommends that customers who use these TTS voices switch to alternative TTS voices in their Architect flows.
Licensing: All licenses include this feature.
Further Information: Deprecation: Genesys Enhanced TTS – Google European Voices.
Deprecation: BYOC Cloud TLS Ciphers
In a future release, Genesys Cloud will no longer support the following BYOC Cloud TLS ciphers.
- TLS_RSA_WITH_AES_256_CBC_SHA256
- TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384
This change helps improve security by aligning with modern encryption standards.
Further Information: Deprecation: BYOC Cloud SIP TLS cipher suites.
Deprecation: Amazon Lex V1 bot integration
On September 15, 2025, Genesys will remove all support and availability for the Amazon Lex V1 bot integration. Amazon announced that Amazon Lex V1 will reach end-of-life (EOL) by September 15, 2025. Genesys Cloud customers can continue to use this feature until the EOL date.
Licensing: All licenses include this feature.
Further Information: Deprecation: Amazon Lex V1 bot integration.
