Here are the Genesys Cloud CX Release Notes for this week!
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Participant names and avatars in Mobile Messenger
Administrators can now configure participant names and avatars for agents and bots in Mobile Messenger. This feature helps customers clearly identify whether they are interacting with an agent or a bot, providing a more consistent and transparent messaging experience. If names or avatars are not configured, Mobile Messenger displays initials or default icons.
One of the following licenses
- 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
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ACD skill expression performance view and interaction columns
Administrators can now use the new ACD Skill Expression Performance view to analyze ACD skill expression performance. This release also adds the following columns to existing interaction views:
- Most recent skill expression applied to an interaction.
- Number of agents that matched the most recent skill expression.
- Number of times the skill expression changed during an interaction waiting in the queue.
These additions provide greater visibility into how ACD skill expressions influence routing decisions and help administrators analyze routing behavior.
One of the following licenses
- 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
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Reprocess historical interactions with Speech and Text Analytics
Administrators and analysts can now reprocess historical interactions to update topic information when new topics are created or existing topics are modified. This feature enables identification of updated topics in past interactions using APIs, helping to ensure that analytics reflect the most current topic definitions.
One of the following licenses
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud EX
Reprocess interactions with updated topics on demand through UI
Administrators and analysts can now reprocess historical interactions through the user interface to apply new or updated topics. This enhancement enables users to update topic information and retroactively identify these topics in past interactions, helping to improve insights and reporting accuracy without requiring technical API knowledge.
One of the following licenses
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud EX
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Third-party application responses in Genesys Agent Copilot
Genesys Agent Copilot can now integrate with third-party applications to execute actions and display external responses directly in the Agent Copilot panel. Agent Copilot can trigger actions in external systems and receive the results through the Notifications API. Agents can view third-party responses with formatted text, titles, and source links, and can copy the content directly into conversations when needed.
One of the following licenses
- 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
- Genesys Cloud CX AI Experience
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Agentic Virtual Agents deterministic conditioning for tool output values
Agentic Virtual Agents authors can now define programmatic post-conditions for tool output values in Agentic Virtual Agents. By mapping specific tool outcomes to natural language instructions, authors can create more reliable responses for complex business processes without relying solely on prompt-based instructions.
One of the following licenses
- Genesys Cloud CX AI Experience
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Live screen monitoring for agent supervision
Supervisors can now monitor an agent's desktop in real time while the agent handles ACD interactions. Screen monitoring can be used alongside voice and digital monitoring, providing additional context about agent activity during customer interactions. This feature supports multi-monitor environments and requires Genesys Cloud Background Assistant (GCBA) version 1.7.468 or later.
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud CX 4
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System-detected historical forecast outliers
Administrators and workforce planners can now view system-detected historical outliers in forecast charts, tables, and the Outlier table. This feature displays both actual and normalized values, providing greater visibility into how historical data is prepared for forecasting and helping users better understand forecast inputs.
One of the following licenses
- 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 EX
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AI scoring support for Genesys Cloud CX2 with AI tokens
Administrators can now enable AI scoring in Genesys Cloud CX2 environments that include the Speech and Text Analytics (STA) Add-on and AI tokens. This update allows organizations to use AI scoring models, such as sentiment, compliance, and soft skills, to automatically evaluate contact center interactions without requiring a Genesys Cloud CX3 license.
One of the following licenses
- 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
- Genesys Cloud CX AI Experience
- Genesys Cloud EX
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Deprecation: Pointillist
Starting July 31, 2026, Genesys ended support for Pointillist, the standalone customer journey analytics solution. Existing customers should contact their Genesys account representative to begin planning their transition to the unified Journey Management offering within Genesys Cloud CX. This transition will ensure continued access to customer journey analytics features as part of the broader Genesys Cloud platform.
Deprecation: Salesforce data action username and password credentials
On October 7, 2026, Genesys Cloud will deprecate the Salesforce (legacy) credential type, which uses the Salesforce OAuth Username-Password Flow for Salesforce data actions integrations. This change aligns with Salesforce's deprecation of the OAuth Username-Password Flow. Customers must migrate their existing Salesforce data actions integrations to the Salesforce (OAuth Client Credential Flow) credential type, which uses the OAuth 2.0 Client Credentials Flow.
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud CX 4
Read more
Note:
- Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
#NewFeatures------------------------------
Jason Kleitz
Online Community Manager/Moderator
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