Genesys Cloud – June 8, 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.
Rate limiting for agent evaluations during best-skills routing
Routing
Customer engagement
Genesys Cloud now applies an organization-level rate limit during agent evaluations for best-skills routing to help maintain system stability during periods of high routing load. When the limit is reached, additional evaluations are temporarily restricted and an event is generated in the Operational Console.
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
- Genesys Cloud EX
Additional language support for transcription
Speech and Text Analytics
Data, analytics, and reporting
Supervisors can now use automatic speech recognition (ASR) through AWS Transcribe in Genesys Cloud for Bengali India (bn-IN), Bosnian Bosnia and Herzegovina (bs-BA), Bulgarian Bulgaria (bg-BG), Estonian Estonia (et-EE), Indonesian Indonesia (id-ID), Kannada India (kn-IN), Lithuanian Lithuania (lt-LT), Malayalam India (ml-IN), Swahili Kenya (sw-KE), Tamil India (ta-IN), Telugu India (te-IN), and Sinhala Sri Lanka (si-LK). Additionally, dictionary feedback is now supported for Turkish (tr-TR) and Hungarian (hu-HU) in Enhanced Voice Transcription Services (EVTS).
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
Read more
Intraday metrics and simultaneous media type views on Insights mobile app
Mobile Apps (Insights)
Employee productivity
Supervisors can now view intraday metric counts and compare metrics for multiple media types within a single queue or agent in the Insights mobile app. This update allows supervisors to see call, callback, chat, email, and message metrics together on a single screen.
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
Read more
Blocked days and manual approval days in Tempo time-off requests
Mobile App (Tempo)
Employee productivity
Agents can now see blocked days and manual approval days when they request time off in the Tempo mobile app. Tempo prevents agents from submitting requests on blocked days and indicates when a request includes days that require administrator approval
Additional details:
One of the following licenses
- 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 EX
Genesys Cloud Voice supports international dialing prefix restrictions
Genesys Cloud Voice
Open platform
Administrators can now configure organization-level dialing restrictions for international prefixes in Genesys Cloud Voice. This enhancement allows admins to block or allow calls to specific regions or dial codes, helping prevent unauthorized calls to high-cost destinations and reduce the risk of toll fraud. Prefix restrictions can be managed directly within telephony settings. For new Genesys Cloud Voice customers, outbound calling to all countries is blocked by default. Administrators can allow outbound calling to specific countries by removing them from the block list based on their business requirements. This default block does not apply to existing organizations using Genesys Cloud Voice, helping avoid service disruption. Existing Genesys Cloud Voice customers can manually allow or block outbound calling to countries based on their business requirements.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
CX Cloud for Genesys and Salesforce support for inbox voicemail and recordings
CRM Integrations
Open platform
Agents can now access a voicemail inbox directly in CX Cloud for Genesys and Salesforce to view and play voicemail messages and related recordings. Administrators can add the voicemail inbox as a Lightning web component on Salesforce Home pages and App pages so agents can access it where they work. This update helps agents manage voicemail messages without leaving Salesforce.
Additional details:
One of the following licenses
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more
OAuth client credentials support for Salesforce data actions
Custom Functions & Data Actions
Open platform
Administrators can now configure Salesforce data actions to use OAuth client credentials. This update supports Salesforce's planned retirement of the Username-Password OAuth flow. To avoid disruption, administrators should migrate existing Salesforce data actions to the new authentication method.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more
Verbatim user input configuration for Agentic Virtual Agent authors
Virtual Agent (Bots & IVR)
Self service and automation
Agentic Virtual Agent (AVA) authors can now configure input variables to be copied directly and exactly from user utterances. This feature helps to ensure that critical information, such as ZIP codes or identification numbers, remains unchanged and reduces the risk of model hallucinations.
Additional details:
One of the following licenses
- Genesys Cloud AI Experience
Read more
Sync manual schedule edits with Activity Plan occurrences
Scheduling
Workforce engagement
Administrators can now automatically synchronize manual schedule edits with Activity Plan occurrences. When a session that was originally scheduled using an Activity Plan is manually edited, the corresponding Activity Plan occurrence updates to reflect those changes. This helps to ensure a consistent view of scheduled activities and reduces confusion caused by discrepancies between the schedule editor and Activity Plan views.
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
Schedule set bidding
Scheduling
Workforce engagement
Administrators can now enable agents to view, rank, and submit preferences for complete schedule sets during a bidding window. This enhancement provides agents with greater control over their work schedules and improves transparency in shift allocation. After assignment, schedules follow the selected schedule set pattern until the next bidding cycle. Workforce management administrators benefit from a more streamlined bidding process and reduced manual effort.
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
Increased maximum work plan activity time from shift end
Scheduling
Workforce engagement
Administrators can now set the work plan activity constraint Maximum Length From Shift End to values up to 23:55. This update removes the previous 12-hour limit and improves support for automated scheduling in longer shifts and split-shift configurations that use extended shift containers.
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 EX
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.
#ScheduleGeneration#ScheduleManagement#SpeechandTextAnalytics#Tempo(MobileApp)#WFMConfiguration,BestPractices------------------------------
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