Genesys Cloud – July 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.
Custom user attributes for ABAC policies
Identity & Access Management
Account management
Administrators can now use custom user attributes when creating Attribute-Based Access Control (ABAC) policies. This allows access decisions based on additional user details, such as location or department, and supports more precise access control.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Using custom attributes for knowledge filtering within Agent Copilot
Agent Copilot
Employee productivity
Administrators can now configure Agent Copilot knowledge filtering to use conversation custom attributes as customer context, in addition to existing knowledge labels and categories. This change helps ensure that agents see knowledge articles that are relevant to the current interaction without requiring administrators to maintain separate knowledge structures for different contexts.
Additional details:
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
Read more
Transfer interactions to another queue from the In-Queue Flow Error event
Architect / Orchestration Builder
Self service and automation
Genesys Cloud Architect now allows interactions to be transferred to another queue from the In-Queue Flow Error event in In-Queue Message and In-Queue Email flows. This change provides an additional recovery option when an error occurs, so you can route the interaction to an alternate queue instead of ending the flow or state.
Additional details:
One of the following licenses
- Communicate
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
Read more
Genesys Agentic Virtual Agent language support for Czech, Danish, Dutch (Belgium), Filipino, Finnish, French (Belgium), Greek, Hungarian, Malay, Norwegian, Polish, Portuguese (Portugal), Swedish, and Turkish
Virtual Agent (Bots & IVR)
Self service and automation
Genesys Cloud Agentic Virtual Agents now supports Czech Czechia (cs-CZ), Danish Denmark (da-DK), Dutch Belgium (nl-BE), Filipino Philippines (fil-PH), Finnish Finland (fi-FI), French Belgium (fr-BE), Greek Greece (el-GR), Hungarian Hungary (hu-HU), Malay Malaysia (ms-MY), Norwegian Norway (nb-NO), Polish Poland (pl-PL), Portuguese Portugal (pt-PT), Swedish Sweden (sv-SE), and Turkish Turkey (tr-TR).
Additional details:
One of the following licenses
- Genesys Cloud CX AI Experience
Read more
Bot Flow can call another bot flow
Virtual Agent (Bots & IVR)
Self service and automation
Bot authors can now configure a bot flow to call another bot flow, and a digital bot flow to call another digital bot flow. This enhancement enables conversations to span multiple bots, allowing more modular bot design and supporting parallel development by enabling teams to maintain and update specific bots independently.
Additional details:
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
Read more
Evaluation and survey forms division awareness
Quality Management
Workforce engagement
Administrators can now manage evaluation and survey forms by division. This enhancement helps ensure that users can view and modify only the forms available within their assigned divisions, improving organizational separation and access control. In some workflows, users may need to select a division when choosing forms.
Additional details:
One of the following licenses
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
Read more
Batch adjust start times in the schedule editor
Scheduling
Workforce engagement
Administrators and schedulers can now select multiple shifts or activities and batch edit their start times in the schedule editor. Users can move the selected items earlier or later by a specified duration, or set them to the same start time, without changing the length of the shifts or activities. This enhancement reduces manual effort and improves efficiency when making large-scale schedule updates.
Additional details:
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
Read more
Deprecation: Native voice transcription for Polish (pl-PL)
Speech and Text Analytics
Deprecations
Genesys Cloud native voice transcription for Polish (pl-PL) is now removed from Genesys Cloud, and customers are transitioned to Extended Voice Transcription (EVTS). The native Polish transcription engine is based on a legacy architecture and does not meet current accuracy and quality standards, so Genesys Cloud now standardizes on EVTS as the supported transcription service for Polish.
Additional details:
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 4
- Genesys Cloud CX AI Experience
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.
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