Genesys Cloud – June 1, 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.
Caller ID inheritance for agent-created customer first callbacks
Callbacks
Customer engagement
Genesys Cloud now allows agent-created customer first callbacks to inherit the caller ID from the original outbound interaction. This ensures that callbacks use the same caller ID as the initial outbound call instead of a default queue or trunk caller ID.
Additional details:
One of the following licenses
- All licenses include this feature.
Drill down from workitem dashboards to underlying workitems and agents
Work Automation
Customer engagement
Supervisors can now drill down from workitem dashboard and Worktype Insights metrics and agent rows directly into the workitem List or the agent performance view. When supervisors click a linked metric or agent name, Genesys Cloud opens the relevant view with filters such as queue, worktype, assignee, routing state, and due date windows (for example, next 24 hours, next 72 hours, or overdue) already applied and the results executed. The workitem List automatically hides terminated workitems for these drill‑downs, and the feature respects existing division, queue, and workitems permissions, so users only see data they are authorized to view and users without the required permissions do not see hyperlinks. This improvement helps supervisors move quickly from high‑level KPIs to the specific workitems and agents they need to manage, which reduces investigation time and helps to reduce the risk of SLA breaches.
Additional details:
One of the following licenses
Read more
Digital channel performance insights in Channel Insights dashboard
Analytics and Reporting
Data, analytics, and reporting
Administrators can now access digital channel performance insights in the Channel Insights dashboard. This update provides visualizations and key metrics, including resolution and sentiment, to help monitor trends and identify issues in digital engagement. Users can use these insights to track performance and take action to improve digital channel outcomes.
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 EX
Read more
Import Architect flows into Journey Management
Journey Management
Data, analytics, and reporting
Analysts can now import Architect flows into Journey Management to reduce manual setup for single-flow analysis. This enhancement allows analysts to review published Architect flows as Sankey diagrams, select relevant nodes, outcomes and milestones, and map them into journey analysis for faster insight into customer interactions.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more
Genesys Agent Copilot and Virtual Agent, and knowledge Filipino, Malay, Hebrew, and Greek language support
Agent Copilot
Employee productivity
Genesys Cloud now supports Filipino Philippines (fil-PH), Malay Malaysia (ms-MY), Hebrew Israel (he-IL), and Greek Greece (el-GR) across multiple AI capabilities, including Genesys Agent Copilot, Virtual Agent, bot flows, digital bot flows, and knowledge.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read more
Update Agentic Virtual Agent tool configuration after saving
Virtual Agent (Bots & IVR)
Self service and automation
Administrators can now update Agentic Virtual Agent (AVA) tool configurations after saving them in AI Studio. Administrators can rename tools and input or output variables, switch an input between creating a new variable and linking to an existing variable, and view imported output variable descriptions from the selected data action while keeping them editable. This update helps administrators make small iterative changes without deleting and recreating tools.
Additional details:
One of the following licenses
- Genesys Cloud AI Experience
Read more
Decision tables now support import and export functionality
Business Rule Management
Self service and automation
Administrators can now import and export decision tables directly from the decision table user interface. Administrators can export a full table or a template file, edit decision table rows offline in a CSV file, and import the file to append or replace rows in bulk. Imports create a new draft version and validate data before changes are applied. Administrators can also view the status and results of import and export jobs in the import/export history for the previous seven days.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more
List and validate uploaded documents with the knowledge fabric API
Knowledge Fabric
Self service and automation
Administrators can now use a knowledge fabric API capability to retrieve documents associated with a specific connection or data source, along with basic metadata such as document status and timestamps. This capability helps administrators validate document processing, identify ingestion issues, and troubleshoot onboarding or integration workflows.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more
View volume and AHT forecasts in capacity plans
Capacity Planning
Workforce engagement
Genesys Cloud Planners can now view offered and average handle time (AHT) forecasts directly in capacity plans and export capacity plan data. This update provides visibility into key demand inputs in one place and reduces the need to navigate to the forecast view.
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 3 Digital
- Genesys Cloud EX
Read more
Time off request filtering, sorting, and sequential approval
Scheduling
Workforce engagement
Supervisors can now filter and sort time-off requests using additional criteria such as hire date and performance, and then evaluate requests set for manual review for sequential approval. Genesys Cloud processes requests in the selected order and stops when a request cannot be auto-approved based on time-off plan rules. Supervisors can resolve the issue and continue the evaluation process.
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 3 Digital
- Genesys Cloud 4
- Genesys Cloud EX
Read more
Expanded answer options for AI scoring questions
Virtual Supervisor
Workforce engagement
Administrators can now configure up to five answer options for AI scoring-enabled questions in quality management evaluation forms. This enhancement enables more granular performance scoring and helps evaluations more accurately reflect nuanced agent behaviors, such as varying degrees of compliance or empathy, without requiring multiple questions.
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
Read more
Deprecation: Any future permissions no longer included when selecting all permissions in a domain
Identity & Access Management
Deprecations
Genesys Cloud deprecated "any future permissions" when selecting all permissions in a domain. With this change, administrators will be able to select all current permissions in a domain when editing roles, but newly added permissions will no longer be included automatically. This deprecates the "any future permissions" functionality and requires administrators to manually add new permissions to roles as needed.
Additional details:
One of the following licenses
- All licenses include this feature.
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.
#SupervisorCopilot(AIInsights)#CapacityPlanning#Forecasting#TimeOff,AbsenceManagement------------------------------
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