Genesys Cloud CX - Beta HQ

Administrators can now customize the duration of the web messaging sessions, selecting timeouts from 15 minutes up to 18 months to better align message retention with business and compliance needs. This flexibility helps to ensure that organizations can support both short-lived, anonymous chats and longer, persistent conversations, while maintaining GDPR compliance. Session expiration notifications are displayed to users in real time, and message history is retained according to the configured session duration.

Administrators can now use the Async Aggregate API endpoint to run high-volume queries for large data sets, and wider date spans without splitting requests into smaller chunks. This new endpoint provides a request-and-wait style method for querying aggregate metric data. Users submit requests using the same input contract as the existing aggregate endpoint, but instead of retrieving results immediately, the request is queued and results are available once processing completes.

Administrators can now control Speech and Text Analytics (STA) and Workforce Engagement Management (WEM) add-on licensing by assigning explicit permissions to users. This change decouples transcription usage from STA and WEM Add On billing, allowing transcription to be billed independently on a per-minute basis. This update helps to ensure that only users with the appropriate permissions are billed for STA and WEM add-ons, providing greater flexibility and cost control for organizations.

Genesys Cloud now supports topic miner for Turkish Turkey (tr-TR) conversation transcripts, enabling automated discovery of recurring themes and emerging topics in these languages.

User interface support in Genesys Cloud is now available for Hindi India (hi-IN).

Administrators can now automatically generate draft guides from real customer–agent conversation transcripts in Genesys AI Studio. This feature analyzes transcripts from selected queues to create structured, step-based guide drafts that reflect how agents resolve customer issues. This helps reduce manual effort for automation designers by providing a first-draft guide based on actual interactions, enabling faster and more accurate automation design.

Administrators can now create scheduled triggers that automatically run workflows at defined intervals, such as hourly or daily. These triggers do not require inputs or pass data to the workflow. This feature enables consistent automation without manual intervention.

Quality managers can now view the agreement rate for agent auto-complete evaluation forms directly within the form editor. This enhancement shows how closely AI-suggested answers align with human evaluations for the last published version of the form and includes a link to a read-only view of that version. These improvements help quality managers make informed updates to evaluation forms without leaving the edit workflow.

Administrators can now configure capacity plans with more planning group and staffing group associations in Capacity Planning. Previously, capacity plans supported up to 10 planning groups and 10 staffing groups. With this update, planners can model more complex operational structures within a single capacity plan and filter planning and staffing groups at the association level to focus on the most relevant parts of the plan. The increased limits are not applied automatically. Organizations that require higher limits must submit a Care case to request an increase.

Administrators can now control access to interaction recordings by applying work team as a permission condition. This enhancement enables users to play back only recordings or recording segments involving members of their assigned work teams, simplifying permission configurations that previously relied on user and queue conditions. It provides a more intuitive way to manage recording access for groups of users.

Administrators can now configure permission conditions to control access to screen recordings. This enhancement aligns screen recording access with existing interaction recording controls, enabling administrators to apply the same permission conditions to both. Agents are no longer automatically granted access to their own screen recordings; administrators can now explicitly grant or restrict this access using configurable permission conditions.