Genesys Cloud – April 6, 2026
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.
Share a single contact list across multiple active campaigns
Outbound Campaigns & Dialer
Customer engagement
Administrators can now associate a single contact list with multiple active outbound campaigns in Genesys Cloud. This enhancement supports voice and digital campaigns running concurrently, using campaign-level filters to target different segments from a shared list. For voice campaigns, Genesys Cloud ensures each contact is dialed by only one campaign at a time using record ownership rules. For digital campaigns such as SMS, email, and WhatsApp, the same list can be reused across campaigns with separate filters and schedules, with contact history tracked per campaign. This update reduces contact list duplication, simplifies list management, and improves consistency across outbound strategies. In the downloaded contact list, the new Campaign column is populated only for contacts that are part of campaigns attempted after this release.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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Improved transcription accuracy for native voice transcription
Speech and Text Analytics
Data, analytics, and reporting
Genesys Cloud has enhanced the native transcription engine to deliver more accurate and reliable transcripts. Improvements include better recognition of brand names and alphanumeric content, resulting in closer alignment between audio and text. These enhancements can improve the quality of features such as sentiment analysis, topic detection, and insights.
Additional details:
One of the following licenses
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
- Genesys Cloud AI Experience
Enhanced digital metrics accuracy with auto-answer hold time tracking
Agent Workspace
Employee productivity
Digital interaction reports now include hold and inactive durations for auto-answered interactions. This enhancement helps to ensure more accurate calculation of interaction duration and agent occupancy, providing clearer insight into agent workload and engagement timelines. Administrators can use these updated reports to gain greater visibility into agent activity and a more comprehensive view of agent engagement and queue efficiency.
Additional detailsClick to collapse
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Read more
Updated pre-join experience in Genesys Cloud Video
Unified Communication & Collaboration
Employee productivity
Users can now access a redesigned pre-join experience in Genesys Cloud Video, with microphone, speaker, and camera selection available before joining a meeting. After joining, audio and video settings and the attendee roster are consolidated with other meeting controls, such as mute, full screen, and share screen.
Additional details:
One of the following licenses
- All licenses include this feature.
Automated chat notifications within Architect workflows
Process Automation
Self service and automation
Flow authors can now use the Send Notification action in Architect workflows to send automated chat notifications to user groups. This feature enables flow authors and administrators to set up official chat groups in Genesys Cloud to receive notifications when key milestones are reached in workflows.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
- Work Automation Add-on
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.
#SpeechandTextAnalytics
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